Client Relationship Manager

Client Relationship Manager

BAL is a team of brilliant people who change lives through elite immigration work and collaborative innovation. We pursue the exceptional in all that we do, but never at the expense of our values. There's no denying our work is demanding, both in volume and pace, but we're up for the challenge. We love the balance of hard work and fun so, you'll see us in jeans as we shatter glass ceilings and conventional stereotypes. BAL employees feel valued, rewarded, and respected. We seek opportunities to be of service to others and our communities. We are committed to your growth and development, and want to set you up for success here at BAL and beyond.

The Client Relationship Manager (CRM) is responsible for driving the client experience and day-to-day delivery of account management functions in collaboration with broader firm-wide resources. A CRM may support a single client or portfolio of clients in which they need to fully understand their client's business objectives, values, culture, performance metrics, competitive landscape, financial considerations, organizational structure and key contacts. A successful candidate will demonstrate a strong aptitude for developing and fostering relationships, while ensuring an exceptional experience, overall satisfaction and client retention.

Primary Responsibilities :

• Client Experience (CX) : Always thinking about how to elevate client experiences within respective accounts while leveraging firm wide best practices and strategies. Drives continuous improvement in how we serve our clients and their employees. Responsible for administering and maintaining client specific workshops, playbooks, culture decks, etc.
• Program Delivery : Day to day oversight and pro-active management of client deliverables to ensure on-time delivery while mitigating potential issues. Ensure client needs are addressed through reporting. Coordinate and collaborate cross-functionally as needed. Ensure alignment on client-specific program processes, goals and objectives.
• Issue Resolution : Responsible for working cross functionally to manage escalation resolution, including Root Cause analysis and messaging to client stakeholders.
• Staffing & Resources : Regular review and monitoring of CR resourcing needs in support of accounts. Establish regular 1-on-1 meetings with direct reports. Responsible for performance management and feedback of direct reports and provide mentorship, professional growth and development opportunities. May assist in potential candidate interviews and new employee onboarding activities.
• Stakeholder Engagement : Develops and fosters relationships with client stakeholders. Establish and drive client-centric service reviews to address areas such as forecasting, policy development, protocols, program and process improvements, customized communications, management reporting, transition project management, client satisfaction, and outsourced support. Prepare and participate in delivering annual and quarterly business reviews, as well as other presentations in alignment with client culture. Responsible for meeting agendas, recaps, action items, status calls, program forecasts, etc.
• Status, SLA and Reporting : Monitor client satisfaction, SLAs and KPIs through dashboards and reporting. Liaise with Partners and Practice Support to ensure the legal team's performance metrics align to contractual obligations, SLAs, KPIs, and NPS goals, and deliver client presentations, specific dashboard read-outs and weekly status updates to Partners and client stakeholders.
• Financials and Account Health : Responsible for out-of-scope pricing and project billing, and be a steward of margin optimization across accounts. Coordinate with cross-functional departments and Relationship Partners to monitor overall account health.
• Project Management : Understand the project management lifecycle, identify new projects, and own overall delivery of projects, including creating project plans and driving timelines, updates to stakeholders, change management planning and risk management.
• Knowledge / Training : Ensure client-specific needs and expectations are clear and communicated with account teams to enable training across departments.
• Insights : Work with the legal team to identify information / insights on upcoming legislative and policy / process changes and flag these to the Client Relationship Director to determine plan to communicate to client stakeholders. Develop insights based on program model, service delivery, client culture, values, goals, objectives and priorities, and make strategic recommendations to drive programmatic improvements.
• Technology : Identify improvement opportunities as it relates to the firm's technology used to enhance the client user experience and / or internal processing efficiencies. Oversee and coordinate technology enhancements on behalf of the client.
• Growth : Ability to recognize growth opportunities, billable and non-billable, and present them to account leadership.
• May include other job duties as assigned.

Supervisory Responsibilities :

Qualifications :

Working Conditions :

Note : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and / or ability required and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.

Berry Appleman & Leiden is an Equal Opportunity Employer. It is the policy of BAL to ensure an equal employment opportunity without discrimination or harassment on the basis of race, color, national origin, religion, gender, gender identity or expression, age, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation or any other characteristic protected by law. BAL prohibits and will not tolerate any such discrimination or harassment.

BAL does not accept unsolicited resumes from recruiters or employment agencies. BAL is under no obligation to pay any referral compensation or recruiter fee in the absence of a current executed Recruitment Services Agreement. In the event a recruiter or agency submits an unsolicited resume or candidate without an agreement, BAL reserves the right to pursue and hire said candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, shall be deemed the property of BAL. If your agency would like to be considered as a potential recruiting partner, please forward your contact information to Recruitment@BAL.com.