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Client Relations Manager

1 month ago

Grand Rapids, United States Forrest Solutions Full time
Job DescriptionJob Description

Overview:

We are seeking an experienced manager to lead the Records department at our client's firm.

The ideal candidate will have management experience, preferably in a legal environment. Records experience is a must. This manager will be based in Grand Rapids, with occasional travel to Kalamazoo (1-2x/month)

The Client Relations Manager is responsible for client relationship management, operational leadership, people leadership, business development and financial responsibility for the business operations teams. The role has overall responsibility for delivering stellar service and driving client satisfaction and retention within a high-growth business. Manage a team comprised of 30 employees across one or more client sites. The Client Relations Manager will bring extensive experience and expertise in delivering compelling solutions for new and existing clients. Additionally, you will provide thought leadership on a variety of topics including strategy, trends, and best practices. This person will understand and run the day-to-day functions of the client focus area against targets and metrics, including revenue, profitability, and compliance with corporate policy and procedures. The Client Relations Manager lives, supports, and champions our core values. This role reports to the Client Relations Director or the Vice President of Client Relations.

Responsibilities:

  • Serve as the primary point of contact for clients regarding records and documentation.
  • Address client inquiries, concerns, and requests promptly and professionally.
  • Ensure clients are kept informed about the status of their records and any relevant updates.
  • Oversee the organization, storage, and retrieval of legal documents and records.
  • Implement and maintain an efficient records management system.
  • Ensure compliance with legal and regulatory requirements regarding records retention and disposal.
  • Lead and manage the records department staff, providing guidance, training, and performance evaluations.
  • Delegate tasks and responsibilities to team members effectively.
  • Foster a positive and productive work environment.
  • Ensure the accuracy, completeness, and confidentiality of all records.
  • Conduct regular audits to verify compliance with internal policies and external regulations.
  • Develop and implement policies and procedures to maintain high standards of record-keeping.
  • Identify and implement process improvements to enhance efficiency and effectiveness in the records department.
  • Stay updated with industry best practices and emerging technologies in records management.
  • Work closely with attorneys, paralegals, and other staff to ensure seamless records management support.
  • Coordinate with IT and other departments to integrate records management systems and technologies.
  • Facilitate communication and collaboration between the records department and other departments within the firm.
  • Prepare and present regular reports on the status of records, compliance, and departmental performance.
  • Maintain thorough documentation of records management processes, policies, and procedures.
  • Build and maintain strong relationships with key clients.
  • Conduct client satisfaction surveys and use feedback to improve services.
  • Develop strategies to enhance client engagement and retention.
  • Address and resolve any issues or discrepancies related to records promptly.
  • Implement corrective actions to prevent recurrence of issues.
  • Manage the records department budget and resources efficiently.
  • Ensure the department is adequately staffed and equipped to meet client needs.

Qualifications:

  • High School Diploma or equivalent
  • Experience in records management within a legal environment.
  • Proven experience in client relations, customer service, or a similar role in a law firm or corporate setting.
  • Excellent written and verbal communication skills.
  • Strong interpersonal skills with the ability to build and maintain client relationships.
  • Experience in conflict resolution and handling client complaints effectively.

Forrest Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Company DescriptionForrest Solutions has been a privately owned company for 47 years. We are a people power solutions company focusing on onsite outsourcing and temporary and project staffing nationwide. Our prestigious client list consists of Fortune 500 corporations and top 100 AM Law firms.Company DescriptionForrest Solutions has been a privately owned company for 47 years. We are a people power solutions company focusing on onsite outsourcing and temporary and project staffing nationwide. Our prestigious client list consists of Fortune 500 corporations and top 100 AM Law firms.