jobs description

Overview

The Director of Client Relations (DCR) will oversee the firm’s client feedback and key client initiatives and associated programming, including outreach, events, programming, and client teams. This crucial leadership role will serve as primary strategist for the firm’s client relations efforts, including service optimization, feedback, satisfaction, engagement, retention, and expansion. The DCR will collaborate with stakeholders and leaders across the firm to implement best practices in strategic account management.

Responsibilities

1. Oversee the firm’s client feedback program from both a strategic and a logistical standpoint, ensuring implementation of best practices, robust tracking and follow-up activity.
2. Conduct pre- and post-interview meetings with relationship attorneys and relevant professionals. Identify cross-selling, service enhancement, relationship-building, and other opportunities for the firm to best serve clients and operate as a critical business partner. Provide debrief action plans to client teams.
3. Drive a client-centric culture both within the department and across the firm, leveraging relationships with leaders and stakeholders to infuse operations and strategy with a client-focused perspective.
4. Collaborate with practice management, legal operations, and other teams and operational department leaders for provision of superb client service and implementation of best practices across all client touchpoints.
5. Identify and manage outside service providers. Negotiate and monitor related contracts.
6. Conduct feedback interviews with clients as needed, and provide debriefs to attorneys, teams, and leadership.
7. Extrapolate data from feedback activities to fuel implementation of best practices, new or enhanced services provision, and value-added services.
8. Structure, monitor and regularly report on the firm’s key client program and related activities, including tangible and intangible successes, related revenue or service impact, and other KPIs. Implement best practices for strategic account management.
9. In collaboration with department team members, originate programming, outreach, events, and other substantive and social activities to facilitate interaction, cement relationships, and initiate business expansion with clients.
10. Leverage martech and firm data sources to inform and direct strategic activity and to record, analyze and assess client relationships and related activities.
11. Provide consultative services to fellow team members, partners, firm colleagues, and leadership on specifics regarding clients, on industry best practices, and on competitive landscape related to particular clients, industry sectors and/or services.
12. Manage both internal and client-facing reporting on key data such as CLE offerings, ESG, and DEI in conjunction with the appropriate firm leaders.
13. Develop deep understanding of the firm’s client base as well as its practice and industry strengths both in current capabilities and work and as they align with potential opportunities.
14. Drive the firm’s alumni relations programming. In conjunction with the marketing and business development teams, conceptualize and execute substantive and social programming and consistent communications geared to B&T alumni.

Required Skills and Experience

1. Extensive experience in client relations, business development and/or marketing within a law firm or professional services environment.
2. First-hand experience in client relations preferred, particularly in conducting client feedback meetings.
3. Knowledge of, and experience in, structuring and operationalizing client service teams, and developing KPIs to measure efficacy.
4. Demonstrated experience in scaling client feedback activities to fuel effective client teams and a client-centric culture.
5. Polished interpersonal skills and ability to interact with, and build relationships with, individuals at all levels of the firm, across a range of service providers, and directly with clients and prospects.
6. Well-honed project management skills. Demonstrated resourcefulness and problem-solving abilities. Strong critical thinking skills.
7. Excellent communication and leadership skills required with change management and complex tech implementations experience desired.
8. Prefer a minimum of eight years in a senior business development and/or marketing role with client-facing responsibilities.
9. Must possess a BA, preferably in a communications- or business-related discipline.
10. Knowledge of legal industry, consulting or other professional services best practices in client service required.
11. Strong preference for legal or professional services industry experience. Leadership experience in industry organizations strongly preferred.

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Minneapolis MN United States

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