Job Description

Description

This is an exciting opportunity to work for one of the top law firms in the U.S.! Davis Wright Tremaine LLP is looking for a Client Experience Manager to join our team in the Seattle office.

 

This position will work directly with the relationship partners for one or more of the firm’s largest, institutional clients, as a "chief of staff", to manage the firm’s client teams and help the firm provide differentiated service and capitalize on opportunities to deepen and expand the relationships. The Client Experience Manager will collaborate with partners, matter 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 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 Manager will:

  • Partner with firm leadership (attorney and staff) to strategically evaluate and identify needs, resources, and areas of opportunities for institutional clients
  • 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
  • Lead the content creation for monthly, quarterly, and annual client team meetings, highlighting milestones and successes, improved efficiencies, DEI projects and progress, pro bono projects, and others strategic goals
  • Collaborate with DEI leaders internally and externally to advance firm and client objectives, achieve goals, and support diverse timekeepers in engaging with clients
  • Help identify, promote, and develop the next generation of client relationship leads (i.e., succession planning)
  • Assist relationship partners and client leadership with other strategic opportunities and ad hoc projects that strengthen the client relationship

 

 

Client Portfolio Growth: Growing the client’s portfolio is a key component of the Client Experience Team’s mission. To do so successfully requires an understanding of the client’s business, firm capabilities, and the associated financial metrics that impact positive portfolio growth. The Manager is expected to:

  • Stay up to date with client business strategies and market landscape to support operations, marketing, and business development initiatives
  • 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 complex and time-sensitive
  • Coordinate and plan client engagement and business development events, including invite list development, marketing, vendor management, and execution

 

Client Communication: Understanding how and when to communicate with our clients can build trust and strengthen the relationship. The Manager will develop formal and informal lines of communication to ensure the firm has a deep connection with our clients. The Manager is expected to:

  • Build deep, direct relationships with the client’s legal business and operations teams
  • Organize client feedback interviews, share feedback with client team, act on feedback received, and track progress towards greater client satisfaction
  • Work with lawyers and staff to ensure service level agreements, ad hoc project milestones, reporting requirements, and other client expectations are met
  • Ensure compliance with outside counsel guidelines related to time keeping, rate-setting, billing, conflicts, etc.

 

Financial Management: The Client Experience Team’s focus on providing quality, cost-effective legal services will influence the firm’s financial performance. The Manager must understand the effect that non-traditional service delivery has on the firm’s bottom line. The Manager will:

  • 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
  • Review and analyze financial data relating to the client and its work streams in partnership with Practice Managers. 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

 

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 Manager drives these initiatives together with client leadership. The Manager 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 and 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 other Client Experience Managers, Practice Managers, and others around the firm to share best practices, cross-selling opportunities, and business development opportunities
  • Develop deep, substantive knowledge of multiple legal practice groups both at the firm and client, and collaborate with the Practice Management teams for those groups to effectively empathize with and identify client needs and firm capabilities
  • Support the creation of client primers for new timekeepers that include the history of the client relationship, substantive support areas, client organizational charts, billing guidelines, and other best practices

 

Join us if you have:

  • 5+ years’ experience in a law firm environment or similar professional services industry; account or 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 preferred)
  • Deep knowledge of relevant legal practice areas and/or industries a plus
  • Experience presenting to small groups and decision-makers
  • Experience working with customer relationship management (CRM) platforms preferred
  • 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 client 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

 

Who We Are

Davis Wright Tremaine LLP is an AmLaw 100 law firm with 10 offices nationwide. We are relentlessly committed to client service and look for candidates who share that commitment. At DWT, client service means having empathy for each client’s and each lawyer’s work and personal pressures, business objectives, and legal needs; anticipating their needs; and having the capabilities and commitment to deliver what matters most to them.

What’s in it For You?

DWT offers competitive compensation in addition to ample benefits including but not limited to:

  • Choice of health and vision insurance plans
  • 2 paid volunteer days for qualifying community service work
  • Dental plan
  • Fertility and adoption benefit
  • Paid sabbatical after 13 years of service
  • Tuition reimbursement
  • Commuter benefits
  • Retirement contribution

 

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.

 

Diversity, equity, and inclusion (DEI) are part of the fabric of Davis Wright Tremaine-central to who we are and what we do.  Our vision is to foster a culture where all talented individuals-including those from traditionally underrepresented populations-can have, and can see, a path to success.  We are committed to fostering DEI because it makes our firm better, in every way.  At DWT, every employee has the right to work in surroundings that are free from all forms of unlawful discrimination.  It is our policy to hire, promote, transfer, terminate, and make all employment-related decisions without regard to an employee’s sex (including pregnancy, childbirth, breastfeeding, or related medical condition), race, color, ancestry, sexual orientation, gender, gender identity, gender expression, national origin, religious creed, age, marital status, physical or mental disability, genetic information, medical condition, military condition, military or veteran status or any other basis prohibited by applicable local, state, or federal laws.

 

Davis Wright Tremaine provides reasonable accommodations for those who need them to complete the application or recruiting process and for employees who need reasonable accommodations to perform the essential functions of their positions due to a disability or for religious reasons.  If you need to request accommodation during the application or recruiting process, please contact carriemcintyre@dwt.com.

 

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Application Instructions

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