Davis Wright Tremaine LLP is looking for a Client Relationship Manager to join our team in our Seattle or Portland office.
We offer a hybrid work engagement with two days of remote work, and three days in-office.
The Client Relationship Manager will work directly with the relationship partners and Client Experience team for one or more of the firm’s largest clients to help the firm provide differentiated service. This role will collaborate with partners, project teams, staff departments, and client leadership to deliver operational excellence, manage day-to-day client interactions, and increase client satisfaction.
At Davis Wright Tremaine, you will find challenging assignments, opportunities for professional growth and community involvement, and a culture of inclusion. DWT fosters inclusiveness and authenticity. Regardless of position, everyone here has a voice and the support is unparalleled.
On a typical day you will:
Client Team Leadership: The Client Experience Team helps both individual attorneys and the firm ensure a uniformly positive experience for clients. The Client Relationship Manager must have an eye for advancing strategic opportunities, building support and adoption of those opportunities internally, and continually assessing client needs (both stated and unstated). The Relationship Manager will:
Manage the content creation for monthly, quarterly, and annual client team meetings, highlighting milestones and successes, improved efficiencies, Diversity, Equity, & Inclusion (DEI) projects and progress, pro bono projects, and other strategic goals
Lead the creation of annual client team strategic plans focused on aligning client needs with firm capabilities
Analyze industry trends to proactively identify potential client needs and wants
Partner with firm leadership (attorney and staff) to strategically evaluate and identify needs, resources, and areas of opportunities for institutional clients
Collaborate with DEI leaders internally and externally to advance firm and client objectives, achieve goals, and support diverse timekeepers in engaging with clients
Assist relationship partners and client leadership with other strategic opportunities and ad hoc projects that strengthen the client relationship
Build deep, direct relationships with the client’s legal business and operations teams
Ensure compliance with outside counsel guidelines related to time keeping, rate-setting, billing, conflicts, etc.
Financial Management and Growth: The Client Experience Team’s focus on providing quality, cost-effective legal services will influence the firm’s financial performance. The Relationship Manager must understand the effect that non-traditional service delivery has on the firm’s bottom line. The Relationship Manager will:
Review and analyze financial data relating to the client and its work streams
Oversee internal processes related to alternative fee arrangement negotiation, including gathering and analyzing matter and project data
Work with client leadership and firm financial operations team to maximize efficiency and profitability on alternative fee arrangements
Work with client leadership to customize the data presented to the client team and to provide context, explanation, and action items to meet strategic goals for client service levels and financial targets
Lead strategic business development planning, consultation, and execution for the client
Support lawyers in identifying and responding to opportunities for new work, particularly those that are, strategic, complex and time-sensitive
Coordinate and plan client engagement and business development events, including invite list development, marketing, vendor management, and execution
Service Delivery: The Client Experience Team works to augment the traditional legal services provided to clients through proactive communication, actionable reporting, and strategic client satisfaction initiatives. The Relationship Manager drives these initiatives together with legal project teams and client leadership and is expected to:
Work with lawyers and staff serving one or more clients to meet service expectations and address specific problems or opportunities to enable the firm to provide excellent, differentiated service
Drive service innovation for the client in partnership with legal teams, legal project teams, and other staff departments to deliver service more efficiently, effectively, and profitably, including evaluating and developing new service and business process opportunities using technology, process improvement, legal project management, and alternative staffing
Partner with Client Experience Legal Project Managers, Practice Managers, and others around the firm to share best practices, cross-selling opportunities, and business development opportunities
Join us if you have:
7+ years’ experience in a law firm environment or similar professional services industry; client management, operations management, and business development experience preferred
Bachelor’s degree required, emphasis in Business Administration and other technical discipline; MBA, JD, or other relevant advanced degree, preferred
Lean, Lean Six Sigma, PMP or similar certification preferred or the ability to demonstrate comparable experience and training in project management or process improvement
Demonstrated understanding of alternative fee arrangements in the service industry (understanding of law firm pricing models and economics a plus)
Deep knowledge of relevant legal practice areas and/or industries a plus
Experience presenting to small groups and decision-makers
Demonstrated ability to collaborate with and guide decision-makers on strategic decisions
Demonstrated ability to handle multiple projects simultaneously with high attention to detail
Excellent written, verbal, and interpersonal communication skills, including ability to establish and maintain effective working relationships with clients and firm leadership
Proficiency with legal technology tools such as matter management, document automation, and/or document review software, or skills with similar tools from other industries that demonstrates an ability to learn and use new technology preferred
High proficiency with Microsoft Outlook, Excel, Word, Project, Visio and OneNote
Ability to read and write in English
This job description intends to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to include all duties and responsibilities.
Washington State
The annualized salary range for this position in Washington is $150,000 to $162,000. Actual pay will be adjusted based on the candidate’s education, training, experience and other job-related factors permitted by law. Full time employees may be eligible for a bonus, health insurance with an optional HSA, long term disability, dental insurance, vision care, telemedicine and virtual short term solution based counseling services, life insurance, Healthcare and Dependent Care Flexible Spending Accounts, subsidized backup care and caregiving resources, 401(k), vacation, sick time, 11 paid holidays each year and an employee assistance program. For full-time employees, the initial vacation benefit is 15 days per year and 11 days of sick leave per year, accrued bi-weekly. Additional voluntary programs include: voluntary accident insurance, voluntary life, voluntary disability, voluntary long term care, and pet insurance. Commuter and Transit programs are also available.
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