Client Relations Manager

Employee Title: Client Relations Manager

Reports to: Director of Marketing

THE POSITION’S PURPOSE: 

The Client Relations Manager is the leader in providing initial and on-going training and support of the company’s products and services to the top law firms in the country.

 

The Client Relations Manager plays a crucial role in new client start-up efforts and client retention strategy. He/she will be a hands-on Trainer, train the Trainers, users and oversees the production of training materials and schedules. The Client Relations Manager is responsible for CLE and online webinar training and manages the Senior Training Specialists.

 

The Client Relations Manager is patient and attentive to customer needs assessment and customer feedback on products and services. 

ESSENTIAL FUNCTIONS / MAJOR OBJECTIVES / DELIVERABLES:

Responsibilities:

 

Project Management

· Participates in needs analysis studies with client firms to determine training needs and preferred approach or training best practices for each firm.

· Confers with firm management to gain knowledge of specific work situations requiring employees to better utilize available workflow and forms management technologies. Tracks and reports to Director and other department heads on SLA’s, customer issues and internal support staff deliverables Assists with pre-sales and post-sales as required

· Creates and maintains CRM database with the direction of the Director to track client issues activities and future training projectsWorks closely with managers in other department on updating policies and procedures for customer servicesReports on progress of clients and firms under guidance during training periods. Frequently analyzes customer usage and satisfaction, adjusting accordingly -towards improvement

 

TrainingFormulates teaching outline, agenda and determines instructional methods such as individual training, group instruction, lectures, demonstrations, web conferences, face to face meetings, and learn by lunch workshops. Revises design of training curriculum and recommends methods to improvement effectiveness.Selects or develops teaching aids such as training handbooks, quick reference cards, online tutorials, demonstration models, multimedia presentation aids and reference works. Selects or develops testing and evaluation procedures to be used at completion of training. Establishes method of follow up with training participants to ensure all training needs are met. Conducts training sessions covering specified areas such as new product implementation, product use (website and toolbar plug-in) and other firm specific customizations such as intranet pages, custom forms hosted solutions and SQL integration with docketing systems.Administers post completion tests to measure progress and to evaluate effectiveness of training.

 

Relationship ManagementResolves difficult issues regarding customer complaints and other mattersProactive communication with customers reigniting and maintaining customer relation

 

Staff ManagementInterviews, hires, trains and reviews Senior Training SpecialistsMonitors Senior Training Specialist’s productivity and effectiveness through client feedback forms, and observation

 

 

 EDUCATIONAL QUALIFICATIONS / SKILLS / EXPERIENCE:

 

Skills RequiredStrong interpersonal skillsStrong verbal and written communications skillsAbility to interact and communicate with various departments – need to be able to adapt to audience (C-level, IT, users, etc)Bachelor's degree (B.A. or B.S.) from four-year college or university; with or one to two years related experience and/or training; or equivalent combination of education and experience. Previous Senior Trainer experience.  The ideal candidates will have training experience in a law firm environment or have held the position of technical trainer or product training specialist in the past.Previous management experienceStrong presentation skills both verbal and technical including experience with presentation tools like PowerPoint and/or desk top publishing software.Knowledge of database functions, Microsoft Excel (2000 and higher) and Microsoft Word (2000, 2002 XP, 2003, 2007) software suites. Candidates should also have a general understanding of Document Management Systems (DMS) and Docketing Systems which are in use in the law firm environment.Travel – must be willing to travel 50-60% of the time throughout the US conducting in person training/relationship building efforts.

 

For immediate consideration please forward resume to:
hcorcoran@genesis-global.com




Helena M. Corcoran

Senior Recruiter

Genesis Global Recruiting

O: 201-236-6322

C: 201-888-5148

hcorcoran@genesis-global.com