Manager of Client Engagement

Here’s an anonymized version of the job description with specific identifiers (like the firm name and location) removed or generalized:

Manager of Client Engagement

Location: Washington, DC

Employment Type: Full-time

Job Description

A leading international law firm with offices across the United States, Europe, the Middle East, and Asia is seeking a Manager of Client Engagement. The firm represents clients in litigation and arbitration, regulatory and policy matters, intellectual property, and transactional and corporate work. It is recognized for its work with major corporations in high-stakes litigation and government-related issues, as well as its dedication 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 initiatives focused on understanding client needs. The Manager reports to the Director of Client Engagement and collaborates with teams such as Business Development, Knowledge Management, Marketing & Branding, Communications, Innovation, Diversity, Equity & Inclusion, Professional Development, and Pro Bono. The role involves developing strategies and delivering programs to strengthen client relationships and uphold the firm’s commitment to exceptional client service.

Primary Areas Of Responsibility

• Oversees the Client Feedback Program, tracking participation trends and analyzing key themes.
• Works with the Business Development team to follow up on client feedback.
• Creates reports and visual aids to share feedback results, themes, and client service trends.
• Manages content and logistics for client-focused discussion series and spotlight initiatives.
• Supports client-focused efforts at major firm events.
• Gathers and analyzes data from firm and external sources to prepare for leadership visits with clients.
• Supports dedicated Client Service Teams by facilitating meetings, strategic planning, trainings, events, and other efforts to enhance client relationships.
• Assists the Business Development team with data collection and reporting, including tracking client personnel changes, matter and financial updates, public filings, and external client news.
• Contributes to the firm’s value reporting strategy alongside the Innovation Team.
• Uses the firm’s Client Relationship Management platform to provide and analyze key insights for Client Service Teams.
• Develops and updates Client Engagement resources and maintains an internal webpage with these materials.
• Manages a content calendar, develops training curriculum, and presents at monthly Client Engagement trainings.
• Creates and delivers content for meetings and trainings with attorneys and administrative staff on client engagement topics.
• Contributes to the firm’s client service training curriculum.
• Oversees a content calendar and drafts content for a monthly client service newsletter.
• Maintains and organizes projects using project management software.
• Responds to inquiries from attorneys and administrative staff, resolves issues or escalates as needed.
• Suggests improvements to team processes to boost efficiency and internal client service.
  
  

Knowledge, Skills, And Abilities

• Highly organized with strong attention to detail.
• Proven ability to build relationships across all organizational levels and work effectively both independently and collaboratively.
• Demonstrated experience in proactive business development, particularly in growing revenue and expanding client relationships.
• Adaptable to shifting priorities, with a focus on meeting deadlines and managing workload.
• Strong communication skills (oral and written) with internal and external audiences; a writing sample is required.
• Business and marketing savvy, including the ability to use financial data and business intelligence to identify opportunities.
• Advanced skills in Microsoft Office Suite (Excel, Outlook, PowerPoint, Word) and project management tools.
• Experience with knowledge management systems, including CRM and experience management platforms.
• Familiarity with legal and business environments.
  
  

Qualifications

Education

• Requires a bachelor’s degree;
  
  

Experience

• Minimum of five (5) years of progressively responsible, relevant experience demonstrating the required knowledge, skills, and abilities.
• Direct experience in a law firm or professional services setting in any professional capacity is preferred.
  
  

Additional Information

The firm offers competitive compensation and a comprehensive benefits package, including healthcare, vision, dental, retirement, and flexible leave options, as well as wellness programs, cultural events, and social activities. The firm fosters a positive, friendly culture that values hard work, success, and a balance with family and community involvement.

Compensation is fair and equitable, with a salary range of $128,000-$184,000, potentially including a discretionary bonus. Salary may vary based on location, market data, skills, experience, degrees, certifications, and other factors.

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