Client Relationship Manager

Who we are: BAL is a team of brilliant people who change lives through elite immigration work and collaborative innovation. We pursue the exceptional in all that we do, but never at the expense of our values. There's no denying our work is demanding, both in volume and pace, but we're up for the challenge. We love the balance of hard work and fun – so, you'll see us in jeans as we shatter glass ceilings and conventional stereotypes. BAL employees feel valued, rewarded, and respected. We seek opportunities to be of service to others and our communities. We are committed to your growth and development, and want to set you up for success here at BAL and beyond.

Who you are: You are looking for work that has a purpose. You aren't afraid to roll up your sleeves and get stuff done. You learn quickly. You move fast. You embrace challenge and detail as well as creative thinking. You believe you have something unique to contribute and you aren't afraid to raise your hand. You understand that powering human achievement is ultimately about impacting a real person. You are looking for a place to grow and an environment where everyone has a spot and is genuinely welcome.

We're better together: A bright, driven person like you and an industry-leading powerhouse like BAL? It's a perfect combination We truly want to see you succeed here and become an integral part of our mission to provide an experience that makes a positive difference in people's lives. Come be a part of something special, where you can have an impact and be valued just for being you

In addition to competitive pay, a discretionary annual bonus, and a supportive, team oriented culture, we offer an outstanding benefits package that includes medical, dental, vision, disability, and life insurance, sick time, unlimited vacation, and 401(k) with company match.

OVERVIEW:

The Client Relationship Manager (CRM) is responsible for driving the client experience and day-to-day delivery of account management functions in collaboration with broader firm-wide resources. A CRM may support a single client or portfolio of clients in which they need to fully understand their client's business objectives, values, culture, performance metrics, competitive landscape, financial considerations, organizational structure and key contacts. A successful candidate will demonstrate a strong aptitude for developing and fostering relationships, while ensuring an exceptional experience, overall satisfaction and client retention.

PRIMARY RESPONSIBILITIES: (Under the supervision of Client Relationship Director or Client Relationship Senior Manager):

• Responsibilities and essential job functions include but are not limited to the following:
• Client Experience (CX): Always thinking about how to elevate client experiences within respective accounts while leveraging firm wide best practices and strategies. Drives continuous improvement in how we serve our clients and their employees. Responsible for administering and maintaining client specific workshops, playbooks, culture decks, etc.
• Program Delivery: Day to day oversight and pro-active management of client deliverables to ensure on-time delivery while mitigating potential issues. Ensure client needs are addressed through reporting. Coordinate and collaborate cross-functionally as needed. Ensure alignment on client-specific program processes, goals and objectives.
• Issue Resolution: Responsible for working cross functionally to manage escalation resolution, including Root Cause analysis and messaging to client stakeholders.
• Staffing & Resources: Regular review and monitoring of CR resourcing needs in support of accounts. Establish regular 1-on-1 meetings with direct reports. Responsible for performance management and feedback of direct reports and provide mentorship, professional growth and development opportunities. May assist in potential candidate interviews and new employee onboarding activities.
• Stakeholder Engagement: Develops and fosters relationships with client stakeholders. Establish and drive client-centric service reviews to address areas such as forecasting, policy development, protocols, program and process improvements, customized communications, management reporting, transition project management, client satisfaction, and outsourced support. Prepare and participate in delivering annual and quarterly business reviews, as well as other presentations in alignment with client culture. Responsible for meeting agendas, recaps, action items, status calls, program forecasts, etc.
• Status, SLA and Reporting: Monitor client satisfaction, SLAs and KPIs through dashboards and reporting. Liaise with Partners and Practice Support to ensure the legal team's performance metrics align to contractual obligations, SLAs, KPIs, and NPS goals, and deliver client presentations, specific dashboard read-outs and weekly status updates to Partners and client stakeholders.
• Financials and Account Health: Responsible for out-of-scope pricing and project billing, and be a steward of margin optimization across accounts. Coordinate with cross-functional departments and Relationship Partners to monitor overall account health.
• Project Management: Understand the project management lifecycle, identify new projects, and own overall delivery of projects, including creating project plans and driving timelines, updates to stakeholders, change management planning and risk management.
• Knowledge/Training: Ensure client-specific needs and expectations are clear and communicated with account teams to enable training across departments.
• Insights: Work with the legal team to identify information/insights on upcoming legislative and policy/process changes and flag these to the Client Relationship Director to determine plan to communicate to client stakeholders. Develop insights based on program model, service delivery, client culture, values, goals, objectives and priorities, and make strategic recommendations to drive programmatic improvements.
• Technology: Identify improvement opportunities as it relates to the firm's technology used to enhance the client user experience and/or internal processing efficiencies. Oversee and coordinate technology enhancements on behalf of the client.
• Growth: Ability to recognize growth opportunities, billable and non-billable, and present them to account leadership.
• May include other job duties as assigned.

SUPERVISORY RESPONSIBILITIES

• Ensure team is meeting deadlines
• Identify team and individual objectives
• Identify areas for creating efficiency and accuracy
• Responsible for creating a positive work environment, executing performance management, conducting feedback sessions, and establishing goals for continuous improvement
• Support an environment that fosters passion and teamwork
• Provide training to new and existing client relationship staff, as needed

QUALIFICATIONS:

• Bachelor's Degree required
• 3-5 years' relevant and/or industry experience
• 2+ years' indirect or direct supervisory experience
• Must be proficient in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
• Ability to thrive in a fast-paced environment
• Values collaboration and teamwork
• Accountable and proactive attitude
• Ability to work independently
• Strong project management skills and ability to handle multiple priorities in a fast-paced environment
• Acute attention to detail
• Exceptional organizational skills
• Excellent communication skills; both written and verbal
• Excellent relationship skills

WORKING CONDITIONS:

• Able to sit and work at a computer keyboard for extended periods of time.
• Able to stoop, kneel, bend at the waist and reach on a daily basis.
• Able to perform general office administrative activities: copying, filing, delivering and using the telephone.
• Able to lift and move up to 25 pounds occasionally.
• Regular and on-time attendance.
• Must be able to prioritized, schedule and complete testing required for multiple applications with overlapping schedules.
• A certain degree of creativity and flexibility is required.
• Hours may exceed 40 hours per week.
• Occasional travel by conventional means including aircraft, motor vehicle and the like within the region and to other locations as required.

Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.

Berry Appleman & Leiden is an Equal Opportunity Employer. It is the policy of BAL to ensure an equal employment opportunity without discrimination or harassment on the basis of race, color, national origin, religion, gender, gender identity or expression, age, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation or any other characteristic protected by law. BAL prohibits and will not tolerate any such discrimination or harassment.

BAL does not accept unsolicited resumes from recruiters or employment agencies. BAL is under no obligation to pay any referral compensation or recruiter fee in the absence of a current executed Recruitment Services Agreement. In the event a recruiter or agency submits an unsolicited resume or candidate without an agreement, BAL reserves the right to pursue and hire said candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, shall be deemed the property of BAL. If your agency would like to be considered as a potential recruiting partner, please forward your contact information to