Crowell & Moring LLP is an international law firm with offices in the United States, Europe, MENA, and Asia that represents clients in litigation and arbitration, regulatory and policy, and transactional and corporate matters. The firm is internationally recognized for its representation of Fortune 500 companies in high-stakes litigation and government-facing matters, as well as its ongoing commitment to pro bono service and diversity, equity, and inclusion.

For the health and safety of the workforce, Crowell & Moring LLP is requiring that all prospective employees present proof that they are fully-vaccinated and—if eligible—boosted against COVID-19, or seek a reasonable accommodation for religious or medical reasons, prior to their first day of employment.  Prospective employees who are fully-vaccinated but not yet eligible for a booster shot will be required to obtain a booster within one week of eligibility as a condition of continued employment.  “Crowell & Moring LLP is an equal opportunity employer. Crowell & Moring LLP will engage in the interactive process with candidates who are unable to be vaccinated and/or boosted due to a sincerely held religious belief or medical reasons and explore what, if any, reasonable accommodations Crowell & Moring is able to offer.”

Job Summary
The Manager, Client Service Teams and Programs, works with the Director of Client Service Teams and Programs and assists in developing and supporting the firm’s Client Service Team program, including the client feedback and other initiatives focused on hearing directly from the client.  The role includes: 1) supporting and continuing to expand and enhance the firm’s Client Service Team Program; (2) supporting other strategic initiatives critical to the program, including Crowell Client Conversations, Client Feedback program and Leadership Visits; and (3) collecting and managing data to inform client relationship strategies and identifying opportunities to provide enhanced value that aligns with client objectives.
This position works closely with the Director, Client Service Teams and Programs, the Chief Marketing Officer, the Business Development and Acceptance Committee, client service team coordinators and administrators, and other members of the broader business development and marketing teams to assist in designing strategies and delivering programs that broaden and enrich client relationships.

Job Responsibilities
•    Provides client account strategy and support. 
•    Develops collaborative relationships with lawyers and business development team members managing the firm’s client service teams.
•    Plans and facilitates educational client service team program meetings in order to share information and promote best practices.
•    Helps to develop the structure, policies, materials, and established processes to support the Client Service Team program. 
•    Manages and develops online tools and resources.
•    Supports the firm’s client feedback program and other initiatives focused on listening to and learning from clients, including working with individual client teams to act on and integrate feedback on a continuous basis.•    Conducts market research, including business intelligence and competitive intelligence, to aid in the formulation of client specific business development strategies and priorities.
•    Works with the client innovation team to advance offerings that drive efficiency and help clients with knowledge management and objectives.
•    Monitors best practices and trends within in-house legal departments and legal operations teams and reports on and makes recommendations about developments that impact the firm’s clients.
•    Gathers and analyzes data on the firm’s client service teams and identifies trends and opportunities that will enhance our service delivery.
•    Gathers internal and external information to support leadership visits. 
•    Supports the Crowell Client Conversations Series and interfaces with attorneys and clients to prepare for these presentations.

Requirements:

Knowledge, Skills and Abilities 
•    Has strong leadership skills and able to see projects through independently from start to finish.
•    Ability to work effectively as part of a team.   
•    Experience supporting client service teams.  
•    Highly motivated and demonstrating resourcefulness in helping to identify, develop, and implement strategies to enhance the firm’s client service team program.
•    Communicates clearly and effectively, both orally and in writing, with internal and external contacts. Strong editing and proofreading skills are essential.
•    Ability to provide the highest quality client service to both internal and external contacts.
•    Demonstrated ability to work effectively, both independently and with others, in a collaborative and supportive manner.
•    Demonstrated ability to organize and adapt to changing priorities in a dynamic and complex environment to meet deadlines and daily requirements.  Requires exceptional attention to detail.
•    Demonstrated experience developing and presenting data to help inform decisions and strategies. 
•    Strong project management experience, including the ability to prioritize and ensure that deliverables are provided on time.
•    Demonstrated knowledge of Microsoft Office, Adobe Acrobat, etc. to produce quality written communications such as memos, spreadsheets, slides, and other work products.  Knowledge of other page and document design programs beneficial.
•    Familiarity with research tools such as LexisNexis, Dun & Bradstreet, Hoover’s Online, etc., and how to utilize these and other resources to develop and analyze client and competitor information. 

Education
The position requires a Bachelor’s Degree. 

Experience
The position requires a minimum of six (6) years of increasingly responsible, directly related experience.

Key account management experience within a professional services environment.

Experience supporting or managing legal operations programs, projects, and processes in a corporate law department or law firm is a benefit.

Crowell & Moring LLP offers a competitive compensation and comprehensive benefits package which includes progressive options such as back up child care, wellness programs, cultural events and social activities. We take great pride in our positive, friendly culture that rewards hard work and success, at the same time recognizing the importance of family and community service. At this time, and for the foreseeable future, this is a hybrid role with time split between work-from-home and being in the office.

EOE m/f/d/v
Crowell & Moring LLP participates in the E-Verify program.