Job description
The Client Development Specialist's responsibilities fall into the following areas of focus:
Client account management and engagement:
- Manages the firm's day-to-day relationship with a portfolio of selected key clients, acts as a key point of contact both within the firm and for the client, and proactively leads on aspects of the relationship beyond legal work.
- Works closely with the Client Relationship Partner (CRP), relevant associates, Marketing & Business Development colleagues, and other business services teams (as appropriate) to facilitate a smooth-running client team for each account.
- Takes a leading role, in conjunction with the CRP(s) and the client team, to develop a client plan to expand the relationship. Acts as a driver to ensure the plan is successfully implemented, including taking ownership of delivering certain aspects.
- Proactively identifies and tracks opportunities to develop and strengthen client relationships with a focus on profitable growth, and works with the CRP(s) to drive these forward.
- Identifies opportunities for new business by monitoring and analyzing client news and needs and ensuring that information is shared with the client team and other relevant parties.
- Proactively makes recommendations for ways to enhance the relationship.
- Ensures that there is a robust internal communication infrastructure in place to share opportunities, information, and intelligence to drive forward the client relationship.
- Works closely with the CRP(s) to build effective and diverse client teams. Helps to identify potential new team members, and leads the onboarding process for new client team members.
- Plans, prepares for, and leads internal client team meetings, and ensures that actions are completed.
- Ensures that relationship meetings with our key contacts across the client’s business and legal teams happen frequently.
- Plans and sometimes attends these relationship meetings with client key contacts, ensuring that we focus on the client’s needs and our areas of strength.
- Monitors and analyzes the financial performance of the client account, and works with the CRP(s) and client team to address any issues.
- Supports the client team in ensuring compliance with client financial and reporting requirements.
- Strives to bring new ideas and improved ways of working to the management of client relationships, and shares these ideas and best practices with the broader client development team.
- Develops a deep and thorough understanding of the client's business, and acts as the internal voice of the client within the firm.
- Acts as a critical point of contact for those involved in the client relationship on day-to-day inquiries.
- Supports the overall delivery of the firm’s key client program standards and is an advocate for client feedback.
Pitch and opportunity management:
- Consults on both formal and informal pitch opportunities with assigned client teams, including preparing teams for pitch presentations and ensuring that our pitch documents reflect our key messages for developing the client relationship.
- Leads and project manage legal panel reviews.
Client feedback:
- Helps drive client feedback by identifying appropriate candidates for client interviews, and recommending these to the client team.
- Gathers regular, independent feedback from their clients, via formal and informal relationship reviews, post-matter reviews, and significant pitch debriefs.
- Ensures that all feedback is acted upon appropriately by the client team.
Wider client program projects:
- Supports aspects of the wider client program and Marketing & Business Development team initiatives, such as sharing client development best practices and project management of the firm’s client feedback program, as required.
- All members of the firm are expected to participate in our Global Citizenship program.
- Other duties as assigned.
QUALIFICATIONS:
- Minimum 5+ years of relevant experience in coordinating client teams and/or related business development with clients. Professional services background is highly preferred.
- BS or BA degree in marketing, communications, business development, or a related field is preferred.
- Previous experience working in key client account management or other client development role within a professional services environment is a plus.
- Highly motivated and enthusiastic self-starter with the ability to work both with minimal supervision and in collaborative teams.
- Strategically and commercially minded with the ability to translate emerging business issues and developments into opportunities to develop client relationships.
- Strong diplomacy, listening, and influencing skills.
- Strong written and verbal communication skills with an excellent eye for detail and the ability to write compelling propositions.
- Effective project management skills.
- Ability to build strong relationships with all levels of lawyers with the confidence to challenge and coach them on client development best practices.
- Demonstrates consistent excellent service delivery to internal clients.
- Demonstrates an understanding of the firm's business and marketplace.
- Experience with CRM systems and related technologies and Microsoft Office preferred.
HOURS:
- Core hours are Monday through Friday, 9:00 a.m. to 6:00 p.m. Must be flexible to work additional hours.
- This job description sets forth the authorities and responsibilities of this position and may be changed from time to time as shall be determined.
Hogan Lovells is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, age, national origin, disability, sexual orientation, gender identity or expression, marital status, genetic information, or protected Veteran status.
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