Client Service Teams and Programs Director

Job Description

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, 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 Client Service Teams and Programs Director will develop and implement programs and initiatives designed to advance the firm’s commitment to provide outstanding client value, deepen and expand relationships, and deliver and sustain service excellence across the firm’s client base.  The Director will work closely with the business development team, and firm attorneys, including client relationship managers, to provide strategy and proactive, results-oriented support to client service teams.  In addition, the Director will work closely with the Business Development and Acceptance Committee to identify and develop creative and effective initiatives to help drive client relationship investment and growth. Central to the success of this position, the Director will bring the “voice of the client” and gather and share information about the priorities and expectations of in-house legal and operations departments to enhance the firm’s client service programs.

The Director will also work with the firm’s Chief Innovation Officer to partner with clients on delivering distinctive value-driven offerings, and with the Chief Talent and Inclusion Officer to identify and implement efforts that align with clients’ DEI priorities.

This position will report to the CMO and have one direct report – Client Service Teams and Programs Manager.

Job Responsibilities

• Develops effective and results-oriented programs and initiatives focused on client service and value. 
• Leads initiatives that prioritize and incorporate the voice of the client.
• Works with the firm’s CMO on the firm’s client feedback program, including supporting leadership visits with firm clients. 
• Leverages client feedback, market research and business intelligence to inform client care and expansion strategies and priorities. 
• Works with client service team leads to identify strategies for deepening relationships, delivering value and supporting the client’s legal and business needs and priorities.
• Leads several client service teams, develops best practices, and helps set the structure and strategy for the overall firm client serve team program, including evaluating and reporting on client impact and client relationship growth.
• Working with the Chief Innovation Officer, identifies opportunities to partner with clients on developing value-driven technology solutions.
• Working with the pro bono team, identifies opportunities to partner with clients on pro bono projects and matters.
• Liaises with the business development team to share best practices and implement client service initiatives.
• Conducts monthly client service and support training.
• Conducts ROI analysis and reporting to evaluate the effectiveness of client service programs and highlight best practices. 
• Updates the firm’s client training CLE resource on an annual basis.
• Collaborates with administrative departments across the firm (finance, pricing, research, conflicts) to support client needs. 
• Responsible for managing, training and mentoring the Client Service Teams and Programs Manager.

Qualifications

Knowledge, Skills and Abilities

• Demonstrated experience leading, supporting and delivering results for client team programs.
• Demonstrated experience gathering, presenting and utilizing data to inform client investment and growth initiatives.
• Strong track record of motivating others and building effective, cooperative, work teams.
• Demonstrated talent management experience, including hiring, training, assigning work, managing performance, mentoring and providing opportunities for professional development and advancement.
• Demonstrated ability to communicate persuasively, both orally and in writing, on a prepared and extemporaneous basis.
• Demonstrated ability to develop creative and effective solutions.
• Experience identifying value-driven strategies and differentiated service approaches to support the client throughout all phases of their journey with the firm.

Education

The position requires a Bachelor’s Degree. 

Experience

The position requires a minimum of ten (10) years of increa