United States onlyThis position is 100% remote
SUMMARY
Direct Counsel is seeking a Client Services Specialist who will be responsible for coordinating the daily execution of business needs and operations for the Firm’s clients, with a strong emphasis on tracking and reporting client budget versus spend, monitoring timekeeper productivity, and ensuring adherence to all client billing guidelines and requirements (for example, where client permission is required in advance of travel or legal research). The Client Services Specialist will liaise with appropriate Firm Administrative Leadership and Client Team Leads to support goals associated with client satisfaction and financial performance for assigned clients, such as: financial and budget documentation of client work, talent development tracking, timekeeper technology utilization, and other strategic areas of practice and client support focus. The Client Services Specialist shall collaborate on continuous improvement of processes to ensure that the Firm provides quality and timely service to Firm personnel and shall raise any issues or suggestions for improvement on a timely basis. This role will report to the Senior Manager, Practice Management & Client Services, and liaise with other professionals, to provide well-coordinated and strategically-aligned support.
ESSENTIAL DUTIES, TASKS, AND RESPONSIBILITIES
- Review and coordinate timely preparation of Client Engagement Letters with responsible Legal Assistant and ensure that an Open Matter Form is submitted in a timely and complete manner
- Work with Finance, the Senior Manager, Practice Management & Client Services, and Client Team Leads, to develop, monitor, and improve regular financial reporting and budget tracking for assigned clients
- Coordinate, prepare, and track assigned client budgets, with a focus on trends in matter spend and activity
- In collaboration with client-assigned Legal Assistants, develop and update client billing cheat sheets
- Monitor and review time entries and pre-bills on behalf of the client leads, working with the Firm’s Legal Assistant and Billing teams to identify areas needing improvement
- Prepare and coordinate approval and submission of any appeals of client time entry write offs on behalf of the Client Team Leads
- Coordinate with the Senior Manager, Practice Management & Client Services and the Client Team Leads to monitor and manage matter staffing, ensuring all timekeepers are approved at the client/matter level
- Coordinate attendance on all Client Team Lead Strategy calls with the Senior Manager, Practice Management & Client Services to remain current on all past, current, and future work for assigned clients
- Monitor client financial trends and KPIs, particularly in areas of revenue, utilization, realization, and productivity for assigned clients
- Advise on steps to improve and achieve identified financial objectives for assigned clients
- Collaborate with the Finance team to monitor realization and profitability of alternative fee arrangements and discounts on assigned client matters
- Provide operational support to the Senior Manager, Practice Management & Client Services and, wherever appropriate, Client Team Leads
SKILLS, KNOWLEDGE, AND ABILITIES
- Demonstrated knowledge and expertise in the business functions of a law firm including finance, accounting, and analysis
- A broad range of experience in planning, budgeting, and operational management
- Knowledge of basic accounting and/or budgeting principles and the ability to track, organize, analyze, and report financial data in a clear manner
- Demonstrated ability to anticipate issues, develop solutions, and recommend effective courses of action
- Demonstrated ability to handle sensitive and confidential situations with tact and diplomacy
- Ability to communicate complex information and ideas effectively to all levels of personnel and management, both verbally and in writing
- Demonstrated ability to collaborate effectively in a global matrixed organization in a manner that helps to influence change and build consensus
- Demonstrated ability to develop relationships of trust and confidence with peers, subordinates and leaders
QUALIFICATIONS
- Bachelor’s Degree or a combination of equivalent work experience and training/education
- A minimum of five (5) years of relevant experience with a record of achievement and increasing responsibility.
- Direct experience in a law firm or professional services environment preferred
PHYSICAL REQUIREMENTS
- Occasionally lifts objects weighing up to 10 pounds
- Frequently reaches and grasps with arms and hands; occasionally stoops and bends; must have manual dexterity
- Ability to closely examine and inspect materials
- Ability to identify and distinguish colors
- Ability to travel as needed
- Frequently uses a keyboard to enter or transform words or data
- Work is performed in a normal office environment where there are few physical discomforts due to dust, dirt, noise, and the like
