Client Services Executive

Job content

The Client Service Executive (CSE) supports significant cross-border and cross-practice client relationships in line with our commitment to delivering exceptional client service and differentiating the company by our approach to managing the client experience.The CSE works with strategic client teams across the company to embed client service commitments and support our ability to provide the coordination, consistency and client service excellence demanded by our clients. Key tasks will include monitoring instructions and activity, supporting billing and reporting requirements, facilitating communications across global relationship teams, and enhancing our overall approach to managing key client relationships.The CSE liaises with client partners and lawyer teams internationally, as well as across all business services functions. The CSE also provides support to client teams to triage any service issues.Initially focusing on a small group of multinational relationships, there is scope to develop the remit of this role as we extend the approach to other strategic client relationships.Key Areas Of Focus

• Work closely with the Senior Client Development Manager to manage and help coordinate the firm’s strategic client and intermediary programmes.
• Work closely with the BD client account managers to implement client and intermediary plans and spot opportunities to deepen existing strategic relationships.
• Work with client and intermediary teams and BD teams to identify topics of interest to our clients and spot opportunities to offer a bespoke client experience.
• Provide support in the development of tailored initiatives and marketing materials to drive client growth for the clients within the strategic client programme.

Key Responsibilities

• Support the delivery and the ongoing management of the global client and intermediary programmes across our international offices
• Support our strategic client teams to deliver significant profitable revenue growth and strengthen relationships with key decision makers across the client organisation.
• Work with the knowledge team to deliver client, market, and competitor insight to identify market trends and opportunities for business and client development.
• Help client and intermediary teams to create, implement and regularly review strategic growth plans.
• Work with the research and analyst teams to utilise LinkedIn Sales Navigator and other research tools to identify new business opportunities and leads and to inform of competitor activity.
• Work with the Client Insight Manager to monitor and report on client insights obtained through a range of activities including client listening meetings, senior leadership meetings and client insight sessions.
• Support the planning, logistics and delivery of client and intermediary training sessions and events.
• Aid client and intermediary teams on activity tracking, opportunity tracking and client/intermediary engagement through the firm’s CRM tool OnePlace.
• Monitor, analyse and share details of BD investment time with client and intermediary teams and share tips and best practice on improving the quality of investment time recorded.
• Engage with the international finance teams to analyse international revenue figures for key clients and provide accurate billing data to client teams.
• Create high level engagement reports for client relationship teams.

Additional Responsibilities

• Provide support to client teams and the Senior Client Development Manager in producing templates and first draft materials for Global Board updates, reviews, and presentations.
• Support the creation of secondment briefing packs/debrief papers and assist with the regular reporting of secondee activity.
• Capture and communicate our Best Practice initiatives to support cross-selling and revenue generation.
• Work with finance to ensure the accurate and efficient tracking of referral activity and provide regular reports to the business on referral activity, utilising the firm’s CRM tool OnePlace.
• Work closely with the client and intermediary teams and the internal comms team to manage and coordinate the communication of the programmes including internal newsletters and intranet pages.

Hybrid working (Offering the opportunity to work remotely, while maintaining a social boundary by working from our award-winning offices for 3 days a week)Holiday (Our basic annual holiday entitlement starts at 25 days, with a further discretionary day of paid leave in December. You may also purchase up to five extra days each year (pro rata).Enhanced Maternity and Paternity leave (After one-year service, you are entitled to up to 26 weeks leave full pay if you or your partner give birth or adopt a child).