Sr. Director, Client Delivery (Law Firm)

Join our client, a AM100 firm, as the Sr. Director, Client Delivery responsible for overseeing the firm’s client delivery focused programs including Client Account Management, Legal Administrative Support, Local Office Support, and Executive Support functions. This position is responsible for creating service excellence across the firm by ensuring teams work to understand internal and external clients' needs, fostering a culture of collaboration, and resource planning to ensure client account teams are aligned to SBUs and CRM needs. 

• Oversee the management of critical client accounts, ensuring service excellence and satisfaction. 
• Partner with Strategic Business Unit Leaders and our Client Relationship Managers to offload non-billable work and provide client account management and administrative services. 
• Develop and implement client engagement strategies, working to increase client retention and satisfaction. 
• Collaborate with senior leadership to define and execute client service strategy. 
• Lead the design and optimization of client service processes to ensure efficient and effective delivery. 
• Lead and mentor a high-performing team of client account management and administrative services professionals. 
• Establish clear performance goals, provide ongoing feedback, and support the professional development of team members. 
• Foster a service excellence culture within the firm to delight internal and external clients and drive positive client NPS results. 
• Monitor and ensure that client matters are handled efficiently, effectively, and in accordance with quality and compliance standards. 
• Oversee budgeting and resource allocation for client service projects, ensuring efficient use of firm resources. 
• Implement best practices and technology solutions to streamline, automate client delivery, and improve the client experience. 
• Provide regular reports to legal and senior leadership on client satisfaction, project outcomes, and delivery metrics. 
• Analyze client feedback, market trends, and performance data to identify areas for improvement and ensure the firm is delivering top-tier service. 
• Ensure that client delivery practices comply with relevant legal, regulatory, and ethical standards. 

• Responsible for the management of Client Account Managers, Administrative teams, and Executive Services teams firmwide, providing client support aligned to each CRMs needs. 
• Responsible for creating service excellence across the firm by ensuring teams work to understand internal and external clients' needs, embrace a “how can I help?” mindset, make it easy to work with you, foster a culture of collaboration, be proactive, deliver consistent value, acknowledge the importance of internal clients, communicate clearly and respectfully, exceed expectations, and celebrate successes together. 
• Ensure the teams approach every interaction with a service mindset to create a culture where collaboration, accountability, and excellence thrive. 
• Resource planning to ensure client account teams are aligned to SBUs and CRM needs. 

• The employee may be required to be stationary for prolonged periods, open filing cabinets and bend or stand as necessary, be able to inspect and observe information on a computer screen at least 80% of the time, and, on occasion, have the ability to lift and carry 25-35 pounds. 

• The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities, or requirements. The Firm will provide reasonable accommodations as necessary to allow an individual with a disability to apply for and/or perform the essential functions of a position.  If you need assistance to accommodate a disability, please contact HR. 

• Ability to deliver superior service to all internal and external customers and communicate effectively. 
• Ability to interact in a professional and courteous manner with clients and employees at all times; professional appearance required. 
• Ability to successfully perform position requirements with excellent organizational, time-management and prioritization skills required. 
• Ability to work collaboratively within a team; ability and willingness to adapt to changing business demands. 
• Ability to produce acceptable amount of work efficiently and accurately; ability to produce quality final work product. 
• Ability to exercise good judgment at all times by making sound and practical decisions; ability to assume responsibility for decisions and act decisively under deadlines. 
• High level of professional integrity required; ability to maintain confidentiality and build trust. 
• Ability to lead and motivate the work of others; when applicable, ability to successfully manage direct report(s), including performance evaluation, goal setting, employee development and problem-solving. 

• 4-year degree with major coursework in Business Administration required; Master’s Degree in related field or JD preferred; Industry certifications preferred. 
• 10 years’ progressive expertise in large enterprise professional services organization or AM100 firms in related area required; substantial experience leading company‐wide initiatives within a multi‐office setting, preferably in a professional services firm environment required. 
•  At least 5 years of leadership experience, managing cross-functional teams and driving large-scale client delivery initiatives. 
• Expertise leading a team of 300 client account Managers and Administrative Support ideally in a Shared Services Model. 
• Strong understanding of legal industry trends, challenges, and best practices. 
• Proficiency in using client management software, CRM tools, and project management platforms. 
• Expertise in client relationship management, service delivery optimization, and performance measurement with a focus on automation and innovation. 
• Exceptional communicator, with the ability to engage and influence both internal and external stakeholders. 
• Results-oriented, self-starter who thrives in a fast-paced and dynamic environment with a servant leader mindset. 
• Ability to maintain a high level of confidentiality and professionalism in all interactions. 
• Demonstrated proficiency in all Microsoft office products, specifically Excel and Access.