Manager of Client Engagement

📌 Core Information

🔹 Job Title: Manager of Client Engagement

🔹 Company: Crowell & Moring LLP

🔹 Location: Washington, District of Columbia, United States

🔹 Job Type: Full-time, On-site

🔹 Category: Legal

🔹 Date Posted: May 27, 2025

🔹 Experience Level: 5-10 years

🔹 Remote Status: On-site

🚀 Job Overview

Key aspects of this role include:

• Supporting the firm's Client Service Teams program and Client Feedback program
• Developing strategies and delivering programs to enrich client relationships
• Collaborating with various teams, including Business Development, Marketing, and Communications
• Managing projects and initiatives using Smartsheet and other tools

ASSUMPTION: This role requires a high level of organization, strong communication skills, and the ability to work effectively with various teams and stakeholders.

📋 Key Responsibilities

✅ Manage the Client Feedback Program, including tracking and analyzing trends in participation and key themes

✅ Facilitate client feedback follow-up in partnership with the Business Development team

✅ Prepare written reports and develop visual aids to communicate client feedback results and trends

✅ Develop and manage content calendar and logistics for Crowell Client Conversations and Client Spotlight series

✅ Support Voice of the Client initiatives at signature firm events

✅ Compile and analyze data from various firm and external resources in preparation for firm Leadership Visits

✅ Support assigned, dedicated Client Service Teams, including facilitating team meetings, strategic planning, trainings, events, and other initiatives to deepen the client relationship

✅ Assist the Business Development Team with Client Service Team data gathering and reporting tasks

✅ Support the firm's value reporting strategy in partnership with the Innovation Team

✅ Utilize the firm's Client Relationship Management platform, DealCloud, to provide and analyze key relationship insights to Client Service Teams

✅ Develop and maintain Client Engagement resources on an ongoing basis and ensure that the Client Engagement Intranet page is up to date with these resources

✅ Manage content calendar, develop training curriculum, and present at monthly Client Engagement trainings

✅ Develop and present content for meetings and trainings with attorneys and administrative departments related to Client Engagement initiatives

✅ Develop content for the Client Service Excellence Academy curriculum

✅ Manage content calendar and draft content for monthly Client Service Insights newsletter

✅ Update, organize, and maintain projects in Smartsheet, the team's project management software

✅ Respond to inquiries from attorneys and administrative departments, and assist with the resolution of issues

✅ Advise on improvements to team operational processes to increase efficiency and enhance internal client service

ASSUMPTION: This role involves a mix of strategic planning, project management, and client relationship management, requiring strong organizational skills and the ability to work effectively with various teams and stakeholders.

🎯 Required Qualifications

Education: Bachelor's degree (equivalent training and experience may substitute)

Experience: Minimum of five (5) years of increasingly responsible, directly related experience

Required Skills:

• Well-organized with strong attention to detail
• Proven ability to build strong working relationships across all levels of the organization
• Proactive business development experience growing revenue, specifically, expanding existing client relationships
• Ability to adapt to changing priorities and maintain a productive and committed work effort, meeting deadlines and managing workload
• Proven ability to communicate effectively, both orally and in writing, with internal and external audiences
• Proven business and marketing acumen, including the ability to leverage business intelligence and financial data to identify business opportunities
• Advanced proficiency with Microsoft Office Suite (Excel, Outlook, PowerPoint, and Word), and project management software
• Experience with knowledge management systems, including CRM and experience management
• Strong knowledge of and familiarity with legal and business environments

Preferred Skills:

• Direct experience in a law firm or professional services environment

ASSUMPTION: This role requires a combination of strong organizational skills, communication skills, and business acumen, with a preference for candidates with experience in a law firm or professional services environment.

💰 Compensation & Benefits

Salary Range: $128,000 - $184,000 USD per year

Benefits:

• Healthcare
• Vision
• Dental
• Retirement
• All-purpose Leave
• Back Up Childcare
• Wellness Programs
• Cultural Events
• Social Activities

Working Hours: Full-time, typically 40 hours per week, with flexibility for changing priorities and deadlines

ASSUMPTION: The salary range provided is based on the information given in the job description and is typical for a mid-level management position in a law firm. Benefits are comprehensive and include healthcare, retirement, and various leave options.

📌 Applicant Insights

🔍 Company Context

Industry: Legal Practice

Company Size: 1,001-5,000 employees

Founded: 1979

Company Description:

• Crowell & Moring is an international law firm with operations in the United States, Europe, MENA, and Asia
• The firm helps clients capitalize on opportunities and provides creative solutions to complex regulatory and policy, litigation, transactional, and intellectual property issues
• The firm is consistently recognized for its commitment to pro bono service, as well as its comprehensive programs and initiatives to advance the professional and personal development of all members of the Crowell community

Company Specialties:

• Litigation and Arbitration
• Regulatory and Policy
• Intellectual Property
• Transaction and Corporate Matters

Company Website: www.crowell.com

ASSUMPTION: Crowell & Moring is a well-established, international law firm with a strong commitment to client service and professional development. The firm's size and international presence provide opportunities for growth and exposure to diverse legal practices.

📊 Role Analysis

Career Level: Mid-level Management

Reporting Structure: Reports to the Director of Client Engagement

Work Arrangement: Full-time, on-site, with flexibility for changing priorities and deadlines

Growth Opportunities:

• Potential to take on more responsibility and advance within the Client Engagement team
• Opportunities to work on cross-functional projects and gain exposure to different areas of the firm
• Potential to develop expertise in client relationship management and business development

ASSUMPTION: This role offers opportunities for professional growth and development within the Client Engagement team and the broader firm. The role's focus on client relationship management and business development provides a strong foundation for a career in legal practice or professional services.

🌍 Location & Work Environment

Office Type: Modern, professional office environment

Office Location(s): 1001 Pennsylvania Avenue, NW, Washington, DC 20004, USA

Geographic Context:

• Washington, DC is a major hub for legal and political activity
• The office is located in the heart of downtown Washington, DC, near many amenities and transportation options
• The firm has offices in other major cities in the United States and internationally

Work Schedule: Full-time, typically 40 hours per week, with flexibility for changing priorities and deadlines

ASSUMPTION: The office environment is professional and modern, with opportunities for collaboration and growth. The location in Washington, DC provides exposure to a dynamic legal and political environment.

💼 Interview & Application Insights

Typical Process:

• Online application and resume submission
• Phone or video screen with the Hiring Manager
• In-person or virtual interview with the Hiring Manager and other team members
• Final interview with the Director of Client Engagement

Key Assessment Areas:

• Communication skills and ability to present information clearly and concisely
• Problem-solving skills and ability to think critically about client feedback and data
• Project management skills and ability to manage multiple projects and deadlines
• Cultural fit and alignment with the firm's values and mission

Application Tips:

• Tailor your resume and cover letter to highlight relevant experience and skills for this role
• Prepare for behavioral interview questions that focus on your experience with client relationship management, project management, and data analysis
• Be ready to discuss your understanding of the firm's values and commitment to client service

ATS Keywords: Client Engagement, Client Relationship Management, Business Development, Data Analysis, Project Management, Client Feedback, Client Service Teams, Marketing, Communications, Training, Client Service Excellence, Client Service Insights, Smartsheet, CRM, Experience Management, Legal, Business Environments

ASSUMPTION: The application process for this role is likely to involve multiple interviews, with a focus on communication skills, problem-solving, project management, and cultural fit. Applicants should tailor their application materials and prepare for behavioral interview questions that focus on relevant experience and skills.

🛠️ Tools & Technologies

• Microsoft Office Suite (Excel, Outlook, PowerPoint, and Word)
• Smartsheet (project management software)
• DealCloud (Client Relationship Management platform)
• CRM and experience management systems

ASSUMPTION: This role requires proficiency in Microsoft Office Suite and familiarity with project management software, CRM, and experience management systems. The specific tools and technologies used may vary depending on the firm's internal systems and processes.

👔 Cultural Fit Considerations

Company Values:

• Client Focus
• Collaboration
• Excellence
• Integrity
• Inclusion

Work Style:

• Professional and team-oriented
• Adaptable and responsive to changing priorities
• Focused on delivering high-quality work and exceptional client service

Self-Assessment Questions:

• How do you approach building and maintaining strong working relationships with clients and internal stakeholders?
• Can you provide an example of a time when you had to adapt to changing priorities or manage multiple projects and deadlines?
• How do you ensure that your work aligns with the firm's values and commitment to client service?

ASSUMPTION: Crowell & Moring values a professional, team-oriented work style that prioritizes client focus, collaboration, and excellence. Applicants should assess their fit with the firm's values and work style, and be prepared to discuss their alignment with these factors during the interview process.

⚠️ Potential Challenges

• Managing multiple projects and deadlines, with a focus on client feedback and data analysis
• Balancing the need for strategic planning and execution with the need for responsiveness to changing priorities
• Navigating a large, international law firm with a diverse range of practice areas and client bases
• Adapting to the unique culture and work environment of a law firm, with its own set of norms and expectations

ASSUMPTION: This role presents unique challenges related to project management, strategic planning, and navigating a large, international law firm. Applicants should be prepared to discuss their ability to manage multiple projects, adapt to changing priorities, and navigate a complex organizational environment.

📈 Similar Roles Comparison

• This role is similar to other Client Engagement or Business Development roles in law firms and professional services firms, with a focus on client relationship management, data analysis, and project management
• However, this role is unique in its focus on supporting the firm's Client Service Teams program and Client Feedback program, and in its requirement for experience in a law firm or professional services environment
• Career paths in this role may include advancement within the Client Engagement team, or transition to other roles within the firm, such as Business Development, Marketing, or Client Service

ASSUMPTION: While this role shares similarities with other Client Engagement or Business Development roles, its unique focus on supporting the firm's Client Service Teams program and Client Feedback program sets it apart. Applicants should consider their fit with this specific role and its requirements, as well as their long-term career goals within the firm.

📝 Sample Projects

• Developing and implementing a new client feedback system to improve client engagement and satisfaction
• Analyzing client feedback data to identify trends and opportunities for improvement in client service
• Managing a team of Client Engagement professionals to deliver high-quality client service and business development initiatives

ASSUMPTION: These sample projects illustrate the range of responsibilities and initiatives that a Manager of Client Engagement might undertake, from strategic planning and data analysis to project management and team leadership.

❓ Key Questions to Ask During Interview

• Can you describe the firm's approach to client engagement and business development, and how this role fits into that strategy?
• How does the firm support the professional development and growth of its Client Engagement team members?
• Can you provide an example of a time when the firm successfully adapted to changing client needs or market conditions?
• How does the firm measure the success of its Client Engagement initiatives, and how is that information used to inform future strategies?
• What is the firm's approach to work-life balance, and how does that manifest in this role?

ASSUMPTION: These key questions help applicants understand the firm's approach to client engagement, business development, and professional growth, as well as its culture and work environment. Applicants should tailor their questions to the specific role and firm, and be prepared to discuss their fit with the firm's values and mission.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Tailor your resume and cover letter to highlight relevant experience and skills for this role, with a focus on client relationship management, project management, and data analysis
• Prepare for behavioral interview questions that focus on your experience with client relationship management, project management, and data analysis
• Be ready to discuss your understanding of the firm's values and commitment to client service
• Follow up with the Hiring Manager one week after submitting your application to confirm receipt and inquire about next steps

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.