Client Service Manager

The Client Service Manager supports the firm’s Client Service program, Client Feedback program, and other internal and external client initiatives. The manager will work collaboratively with the Business Development, Legal Project Management, Professional Development, and other administrative departments throughout the firm to develop strategies and deliver programs that broaden and enrich client relationships in support of the firm’s commitment to client service excellence. This role reports to the Client Service Program Lead. Responsibilities include the below:

-Supports assigned, dedicated Client Service Teams, including facilitating team meetings, strategic planning, trainings, events, and other initiatives to deepen the client relationship.
-With the support of the Client Service Analyst, leads data gathering and reporting tasks, including monitoring client personnel changes, matter and financial reporting, public company filings, and external client news.
-Utilizes the firm’s Client Relationship Management platform, Salesforce, to provide and analyze key relationship insights to Client Service Teams.
-Supports the firm’s value reporting strategy in partnership with Finance, Innovation, and other administrative departments at the firm.
-Manages and drafts content for Client Service Insights newsletters.
-Assists the Client Service Program Lead with managing the Client Feedback Program, including tracking and analyzing trends in participation and key themes.
-Prepares written reports and develops visual aids to communicate client feedback results, key feedback themes, and client service trends.
-Develops and manages content calendar and logistics for Client Feedback Interviews.
-Compiles and analyzes data from various firm and external resources in preparation for internal pre-interview prep calls.
-With the support of the Client Service Analyst, develops and maintains Client Service Program resources on an ongoing basis and ensures that the CSP Salesforce Dashboard is up to date with these resources.
-Develops and presents content for meetings and trainings with attorneys and administrative departments related to Client Service Program initiatives.
-Updates, organizes and maintains projects in Smartsheet, the team’s project management software.
-Responds to inquiries from attorneys, and administrative departments, and assists with the resolution of issues, and/or forwards to the appropriate person for handling.
-Advises on improvements to team operational processes to increase efficiency and enhance internal client service.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

-5+ years of experience in a law firm, preferably Big Law or mid-sized firms
-Bachelor’s degree preferred.
-Strong customer service ethic. Demonstrated ability to build strong working relationships across all levels of the organization and work effectively both independently and with others in a cooperative, enthusiastic and friendly manner to accomplish position functions and participate in team efforts.
-Exemplary communication skills, both verbal and written.
-Extremely detail-oriented, with superior proofreading and fact-checking skills.
-Strong project management skills with the ability to manage multiple priorities/deadlines and stay productive in a fast-paced environment.
-Must be proficient in the use of MS Office, including PowerPoint, Word, and Excel.
-Aptitude for learning new software, systems, databases, and procedures quickly.
-Ability to work both independently and collaboratively in hybrid team environments.
-Self-motivated, positive attitude, and a deep curiosity about technology, life sciences, and the new energy economy.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.