Job Details

Client Services Manager

Company name

Organization Type

Law Firm

Job Type

Attorney

Years of Experience

Min 10 yrs required

Location

Boston, MA

Date Last Verified

Aug 08,2017

Posted on

Jun 13,2017
Practice Area
Immigration >> Immigration
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Client Services Manager The candidate will have responsibility for global client service, internal staff management, and business development. Facilitate communications between client and practice teams by acting as the single point-of-contact for both. Act as a “watchdog” on client accounts to ensure compliance with SLAs and quality of services on a regional or global level. Advise client on strategic issues related to service delivery or immigration compliance. Where possible, find and develop additional business opportunities with the client, within any region. Play an active and central role in the implementation of projects and phased roll-outs. Monitor performance on key accounts. Provide training and guidance to client on immigration processes and protocols. Increase visibility to Firm’s Partners, regionally and globally, of successful actions taken and performed for client as well as any failures and how those were addressed. Provide client with key performance metrics. Manage complex queries/research/high profile matters. Manage escalations with the client and case teams, providing oversight for the resolution and updates as needed to the client.. Manage and provide standard and customized reporting to meet the client’s needs, include combined reporting for US and Global matters. Manage requests for detailed immigration information through the Global Knowledge Team. Monitor and assure resolution of technological issues. Participate in Client Review meetings, quarter and annually, and on regularly scheduled client status and review calls. Collaborate with clients to facilitate maintaining compliance obligations in global jurisdictions. Develop and draft client-facing excel workbooks focused on mergers and acquisitions (M&A), based on collaboration with foreign teams and research; the workbooks will detail corporate-level immigration requirements for companies entering new jurisdictions. Develop and draft client-facing excel workbooks, based on collaboration with foreign teams and research; the workbooks will outline all documentary requirements for corporate immigration programs. Develop and draft client-facing excel workbooks, based on research and collaboration with foreign teams; the workbooks will outline compliance obligations at an environmental-level, corporate-level, on-boarding-level, case-level, notification-level, and audit-level. Develop and draft client-facing excel workbooks, based on research and collaboration with foreign teams; the workbooks will focus on business visas, work permits, and special exemptions. Draft PowerPoint presentations on global immigration trends, country-specific updates, compliance obligations, and immigration systems. Develop and draft an excel workbook for global immigration strategy by country, based on collaboration with local teams and other Client Service Managers. Partner with clients to execute legal strategies developed on a global-level. Draft and record (voice or video) presentation modules on immigration basics, Fragomen, and country-specific immigration systems, that will be uploaded to a client-facing platform. Develop, draft, and record (voice only) animated presentation modules on immigration basics, Fragomen, and country-specific immigration systems, that will be uploaded on a client-facing platform. Draft, review, and edit clients’ internal-facing intranet pages focused on immigration. Review and refine written deliverables from foreign offices focused on audit protocols. Develop and draft training plans for clients, based on internal and client-facing trainings. Organize client meetings by setting up calls, meetings, or WebEx presentations; and draft agendas to circulate to clients. Monitor shared dropboxes for clients and co-ordinate with foreign teams to gather responses. . Internal . Identify operational weaknesses or areas for improvement within Fragomen and address with appropriate practice manager or partner. Develop and maintain client specific protocols; insure that the client protocols are uploaded into the company document tab and available on a case level basis. Provide on-going client specific training to the case teams as appropriate. Contribute to technical training/precedents, including, but not limited to reporting, case management, and billing. Play active role in commercial success of accounts through identifying issues with billing, helping to resolve potential issues, and where acting as bill approver, acting in a timely and accurate way to approve bills, aid cash collection efforts, and assist those raising bills with improving accuracy and timelines. Working with Partner or Senior Manager to review staff and set targets. Mentoring junior staff. Participation in interviews of external candidates. Assist with the resolution of Accounts Receivable issues with the client. Coordinate client service activities with the US team. Assist in managing Law Clerks by assigning projects, reviewing drafted deliverables, and providing them with constructive feedback. Collaborate with the IT department to assist with data clean up in internal systems. Draft and record (voice or video) presentation modules on client culture, account protocols, and writing basics, that will be uploaded to an internal platform. Develop, draft, and record (voice only) animated presentation modules client culture, account protocols, and writing basics, that will be uploaded to an internal platform. . Business Development. Participate in business development activity through formal (e.g., RFP), networking or other sources as appropriate. Provide support as required to the Partner(s) and marketing in respect of winning new clients to the firm. This could be through the RFP process, Orals or any other kind of formal process. Speak at internal and external events. Draft presentations for the firm for internal or external events. Draft articles. Attend client events.

Qualification and Experience

The candidate must have: Bachelor’s Degree. JD Degree is a plus. 10+ years of experience in a senior level capacity with an immigration law firm, department or corporate immigration function.

Additional info

REQ-003323

Company info

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