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Client Service Manager

3 weeks ago

Boston, Massachusetts, United States Wilson Sonsini Goodrich & Rosati Full time

Opening Type:

Business Professionals

Location:

Boston

New York

Palo Alto

San Francisco

Seattle

Washington, D.C.

Wilson Sonsini is the premier legal advisor to technology, life sciences, and other growth enterprises worldwide. We represent companies at every stage of development, from entrepreneurial start-ups to multibillion-dollar global corporations, as well as the venture firms, private equity firms, and investment banks that finance and advise them. The firm has approximately 1,100 attorneys in 17 offices: 13 in the U.S., two in China, and two in Europe. Our broad spectrum of practices and entrepreneurial spirit allow exceptional opportunities for professional achievement and career growth.

The Client Service Manager will play a key role in advancing the firm's commitment to client service excellence. In this newly created position, you'll support the Client Service and Client Feedback programs while helping shape other firmwide initiatives that strengthen client relationships.

This is an exciting newly created role within our Business Development team, offering the chance to shape and grow the position from the ground up. The individual in this role will have direct exposure to some of the firm's fastest-growing companies and most established, long-standing clients

You'll collaborate across Business Development, Legal Project Management, Professional Development, and other administrative teams to develop and deliver strategies that make a tangible impact on how the firm partners with its clients. This role reports to the Client Service Program Lead.

This position is available as a hybrid work schedule.

Primary Areas of Responsibility

Client Service Teams

  • 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.

Client Feedback

  • 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.

Training

  • 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.

General

  • 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.
Desired Skills and Qualifications
  • Minimum of five years of experience in related field, preferably in a law firm or professional services environment (equivalent combinations of education and experience will be considered).
  • 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.
  • Ability to travel and attend key events and meetings on occasion.

The primary location for this job posting is in Palo Alto, but other locations may be listed. The actual base pay offered will depend upon a variety of factors, including but not limited to the selected candidate's qualifications, years of relevant experience, level of education, professional certifications and licenses, and work location. The anticipated pay range for this position is as follows:

Palo Alto, San Francisco: $131,750 – $178,250 per year.

Boston, Century City, Seattle, Washington, D.C.: $119,000 – $161,000 per year.

The compensation for this position may include a discretionary year-end merit bonus based on performance. We offer a highly competitive salary and benefits package.

Equal Opportunity Employer (EOE).