Client Service Team Manager - Global Law Firm!

My client, a prestigious international law firm, is seeking a Client Service Team Manager for either New York or DC. EMPLOYEE JOB DESCRIPTION JOB TITLE: Manager, Client Service OFFICE: Firmwide (located in DC or NY) DATE PREPARED: September 2009 FLSA: Exempt GENERAL FUNCTIONS: This position is responsible for developing, sustaining and expanding key client relationships through management of the Firm’s client service team program. The MCS reports to Chief Marketing Officer but works closely with client service team leaders and all of the marketing and business development team. The MCS helps create a business development and client service culture within the Firm by implementing strategies related to revenue enhancement, client service, cross-selling, targeting, and research. PRIMARY DUTIES: 1) Oversee key account management activities for strategic client teams. 2) Prepare annual client team business plans, recommending strategies and tactics to secure/expand our relationship. Monitor progress against the firm’s CST metrics. 3) Expand knowledge and awareness of client service principles and best practices across the teams, and through practice groups, business units and the Firm 4) Analyze the scope, nature and quality of cross-selling initiatives and their relative contribution to the firm’s revenue, reputation and potential. Work closely with the BD team to coordinate pursuit and conversion of cross-selling opportunities in the US and internationally. 5) Initiate a comprehensive client satisfaction monitoring effort, to include in-person assessment meetings for key clients and a variety of other sampling methods (telephone surveys, end of matter surveys etc). Develop approach for following up on recommendations and further communications with the client; integrate feedback in client team plans. 6) Leverage the Firm’s competitive and business intelligence resources to assess the strategic and financial importance of key clients, prospects, industries, practices and market trends, in support of initiatives that sustain and increase revenue. 7) Manage all activities related to the Firm’s Client Advisory Board efforts. 8) Manage the overall budget for the client service teams. KNOWLEDGE AND SKILLS REQUIREMENTS: Education: • Advanced business education, such as Masters of Business Administration or equivalent Experience: • Minimum 8 years in business development experience in professional services firm; prior AM Law 100 BD or client team background preferred. • Strong commercial instincts and a solid track record of success in building business • Experience in hiring, mentoring and leading teams Skills: • Ability to effectively lead others and manage multiple/competing priorities • Excellent analytical, written and verbal communication, interpersonal skills • Ability to facilitate and lead meetings with senior partners • Demonstrated ability to synthesize industry and client data into succinct, relevant executive reports and presentations • Proven, recent proficiency in web-based applications for business/competitive intelligence, including atVantage, Hoover’s, OneSource, Capital IQ, Courtlink, Bloomberg, Monitor and other resources • Executive skills in analyzing client/matter level time and billing data for business development and client relationship trends or opportunities • Prior depth and experience with ContactNet, Interaction, profitability software a strong plus REPORTS TO: Senior Manager, Business Development SUPERVISES: Coordinators in the Business Development Units