Client Relationship Manager
3 days ago
The primary responsibility of this role is to foster and maintain relationships with key accounts, ensuring continuity and a high level of client satisfaction.
Assigned a portfolio of named accounts, the incumbent will be responsible for account management, retention, and year-over-year revenue growth through expansion of new service lines.
For strategic clients, this requires introducing and/or expanding eDiscovery and review services so as to evolve the client to full enterprise status.
Working in coordination with internal teams and partners, the incumbent represents the entire range of Consilio services to assigned accounts.
The incumbent does this by building relationships with the client, stewarding internal resources, ensuring continuity, a high level of client satisfaction, and exceeding all client expectations.
This position is a client-facing role requiring interaction with senior personnel at each account.
Key Responsibilities- Protect Existing Business and Grow Total Account Revenue:
- Serving as the central point of contact for account information, issue escalation and resolution, and relationship management.
- Mapping and tracking whitespace within each account and creating an execution plan to grow Consilio services accordingly.
- Broadening and deepening relationships with each account, generating leads with buyers in different business units globally.
- Promoting Consilio's eDiscovery, review, consulting, and staffing service lines in all client locations.
- Facilitating cross-jurisdictional support for global matters.
- Additional Responsibilities:
- Coordinating creation and maintenance of a playbook incorporating standard operating procedures and unique client processes.
- Leading and/or attending regularly scheduled project meetings and key communications.
- Resolving invoicing and billing issues and streamlining billing workflow.
- Scheduling Quarterly or Annual Business Reviews with key stakeholders.
- Analyzing account revenue trends and reporting to Sr. Management.
- Planning offsite events and retreats.
- Coordinating professional development programs.
- Promoting unique offerings exclusively for strategic clients.
- Monitoring market status and providing industry insight.
- Submitting weekly internal management reporting and monthly forecasts.
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