Manager of Client Engagement at Crowell & Moring

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, intellectual property, 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.

Job Summary

The Manager of Client Engagement supports the firm’s Client Service Teams program, Client Feedback program, and other internal and external Voice of the Client initiatives. The Manager reports to the Director of Client Engagement.

The Manager will work collaboratively with the Business Development, Knowledge Management, Marketing & Branding, and Communications teams, as well as the Innovation, Diversity, Equity & Inclusion, Professional Development, and Pro Bono teams. The Manager will develop strategies and deliver programs that broaden and enrich client relationships in support of the firm’s commitment to client service excellence.

Primary Areas of Responsibility

Voice of the Client

• Manages the Client Feedback Program, including tracking and analyzing trends in participation and key themes.
• Partners with the Business Development team to facilitate client feedback follow up.
• 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 Crowell Client Conversations and Client Spotlight series.
• Supports Voice of the Client initiatives at signature firm events.
• Compiles and analyzes data from various firm and external resources in preparation for firm Leadership Visits.

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.
• Assists the Business Development Team with Client Service Team data gathering and reporting tasks, including monitoring client personnel changes, matter and financial reporting, public company filings, and external client news.
• Supports the firm’s value reporting strategy in partnership with the Innovation Team.
• Utilizes the firm’s Client Relationship Management platform, DealCloud, to provide and analyze key relationship insights to Client Service Teams.

Training

• Develops and maintains Client Engagement resources on an ongoing basis and ensures that the Client Engagement Intranet page is up to date with these resources.
• Manages content calendar, develops training curriculum and presents at monthly Client Engagement trainings.
• Develops and presents content for meetings and trainings with attorneys and administrative departments related to Client Engagement initiatives.
• Develops content for the Client Service Excellence Academy curriculum.
• Manages content calendar and drafts content for monthly Client Service Insights newsletter.

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.

Knowledge, Skills and Abilities

• Well-organized with strong attention to detail.
• 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.
• Demonstrated proactive business development experience growing revenue, specifically, expanding existing client relationships.
• Ability to adapt to changing priorities and maintain a productive and committed work effort, meeting deadlines and managing workload.
• Demonstrated ability to communicate effectively, both orally and in writing, with internal and external audiences. A writing sample is required.
• Demonstrated business and marketing acumen, including the ability to leverage business intelligence and financial data to identify business opportunities.
• Advanced proficiency with Microsoft Office Suite (Excel, Outlook, PowerPoint, and Word), and project management software.
• Experience with knowledge management systems, including CRM and experience management.
• Strong knowledge of and familiarity with legal and business environments.