Client & Business Intelligence 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

As a key member of the marketing and client development department leadership team, the Client & Business Intelligence Director is responsible for gathering, analyzing and reporting on client and business data to optimize business development strategies, support client relationship management and growth efforts, enhance the client experience, strengthen proposal and pitch work product, identify client, prospect, practice and industry group intersections, support lateral integration, and unlock new sources of business and revenue. The Director oversees the selection and implementation of industry-leading technology and related business processes to drive automation and efficiency, support strategic decision-making, position the firm to be proactive and nimble about capitalizing on business development and client growth opportunities, and provide greater insight into client, prospect and other important business relationships.

The ideal candidate will have demonstrated experience successfully implementing law firm client and business intelligence platforms, including ERM/CRM, experience management and proposal generation systems. 

Job Responsibilities

• CRM/ERM platform:
  • Partner with the Information Services team and key business stakeholders to lead all aspects of the implementation of the firm’s CRM/ERM platform.
  • Implement proven strategies and approaches to achieve high engagement with and adoption of the CRM/ERM platform, including through effective campaigns and compelling case studies. 
  • Manage ongoing data entry, clean-up and update/enrichment processes, including eliminating duplicate and incorrect data, resolving discrepancies, and ensuring that required fields are populated.
  • Work with the firm’s digital marketing team on the integration between the CRM/ERM platform and Vuture, including the development of analytics reporting to inform thought leadership strategies.
  • Work with the firm’s Client Service Teams and Programs team to support client relationship growth and investment strategies and the mapping of client journey/client contact interaction.
  • Develop and provide training on core and advanced system functionality to lawyers and professional staff.  Develop customized modules to align with the needs and opportunities of different stakeholder groups.  
  • Gather and share intelligence about client and business trends and developments, including using data visualization tools like Power BI to improve the firm’s understanding of contact engagement and opportunities.
  • Generate contact relationship intelligence reports to support business development and lateral integration.
  • Work with the proposal team to capture appropriate information in the firm’s CRM/ERM platform.
  • Interface with the firm’s General Counsel’s office on GDPR, CCPA and other data privacy laws and regulations.
  • Establish and implement ERM/CRM guidelines, processes and measurements, including global contact/list management protocols.
  • Stay apprised of latest contact management tools and trends and identify proven new strategies for strengthening data quality and usage.
• Contribute to the development and execution of the firm’s client development data and analytics strategy.
• Collaborate with the firm’s innovation team on knowledge management initiatives and technology platform implementations.
• Engage regularly with practice groups to review, update and enhance their client and contact data.
• Experience Management:
  • Partner with the Information Services team and key business stakeholders to lead all aspects of the selection and implementation of an experience system, including integration with other knowledge management platforms.
  • Work with practice group leadership and the business development team to create profiles and data roadmaps to support specific experience management needs and objectives.
  • Collaborate with the firm’s Information Services, Finance, Innovation, and Conflicts teams to facilitate the capture of relevant client matter and other information in the experience management platform.
  • Collaborate with the proposal team to integrate the firm’s proposal tool with the experience management platform.
  • Collaborate with the b