Client Service Manager
About Katten Muchin Rosenman LLP Katten is a firm of first choice for clients seeking sophisticated, high-value legal services in the United States and abroad. Our nationally recognized practices include corporate, financial services, litigation, real estate, environmental, commercial finance, insolvency and restructuring, intellectual property, and trusts and estates. Our more than 650 attorneys serve public and private companies, including a third of the Fortune 100, as well as a number of government and nonprofit organizations and individuals. We provide full-service legal advice from locations across the United States and in London and Shanghai. Summary for the Client Service Manager Position The Client Service Manager (CSM) is responsible for managing the relationship between assigned practices and the Marketing and Business Development Department (MBD) as well as providing support for a variety of MBD activities. This position will work alongside other Client Service Managers and Marketing, Communications and Business Development professionals, under the direction of the Chief Marketing and Business Development Officer and practice group leaders of assigned groups. For the assigned practices, the CSM is the primary point of contact for all marketing and business development requests and they work with their MBD colleagues as an integrated team to ensure lawyers receive high quality work product and a seamless service experience. In addition to providing relationship management and general marketing support, the CSM is expected to maintain a strong working knowledge of the assigned practices' capabilities, experience, clients and individual lawyers' expertise. Essential Job Duties and Responsibilities include, but may not be limited to, the following. Other duties may be requested and/or assigned: Act as the MBD point of contact for lawyers from assigned practices, bringing fellow MBD colleagues into requests where needed and supporting certain activities autonomously. Develop and maintain strong, productive working relationships with lawyers in assigned practices. Develop and maintain a thorough and specific understanding of the capabilities of assigned practices, including prior experience, clients and industries served, and distinguishing characteristics. Support practice group leaders in the development and implementation of annual practice MBD plans. Manage practice marketing budgets, including regular reporting to practice leaders. Offer input and support on a variety of marketing and communications activities to ensure appropriate strategies and positioning are reflected, including: directory listings, rankings and award submissions (Chambers, etc.); events; marketing collateral materials; and thought leadership, among others. Work with the firm's public relations team to identify and leverage deals and case wins, industry trends, client relationships and other information appropriate for media outreach. Evaluate sponsorship opportunities, potential strategic alliances and partnerships. In coordination with the Business Development team, support firm-wide Business Development programs, including: Client Feedback; Client Service Teams; and lateral partner integration, as needed. Knowledge, Skills and Abilities Bachelor's degree in Marketing, Business or related field, and six or more years' related experience are required. Prior experience working in a large law firm is strongly preferred as is experience supporting practices. Outstanding interpersonal and relationship management skills. Must be able to develop meaningful, substantive relationships with a diverse group of attorneys and cultivate them over time. Must be similarly skilled in developing relationships with MBD colleagues and working effectively across functions within the department. Exceptional client service skills, relationship management abilities and superior knowledge of the practices supported are critical to success in the role. Strong verbal and written communication skills and the ability to communicate with courtesy and diplomacy. Maturity, professionalism and the ability to exercise independent judgment in the handling of complex relationships and competing priorities. Knowledge of services and capabilities of legal practices. Must develop credibility by building upon that knowledge, specific to the practices supported at Katten. Basic understanding of the business of law firms. Superior client service skills and instincts, including responsiveness, ownership, urgency, excellence, positivity and a solutions-orientation. Interest in working in an evolving environment and ability to maintain a positive attitude as a contributor to that change. Ability and availability to regularly travel to other Firm locations. Ability to understand and support the Firm and Department's goals, services, culture and strategy in order to represent the Firm and the Department in a positive, professional manner. Ability to occasionally retrieve and distribute marketing-related materials, written documentation, or office supplies weighing up to 20 pounds We offer an outstanding benefit package which includes: medical/dental/vision, 401k with employer contribution; transportation fringe benefit program; back-up care option; generous paid time off policy; and long-term and short-term disability policies. Katten Muchin Rosenman LLP is an Equal Opportunity Employer/AA-M/F/SO/Disability/Veteran.