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Kennedys is seeking a commercially minded Global Client Account Manager to support some of the firm's most strategic global clients.
Working closely with partners and international teams, you'll develop and deliver client growth strategies, strengthen senior stakeholder relationships, identify revenue opportunities, and drive exceptional client service across multiple jurisdictions.
This is an excellent opportunity for someone with strong client relationship management experience, commercial awareness, and the ability to influence stakeholders in a global professional services environment.
Team
Kennedys' global Business Development & Marketing team drives profitable revenue growth through a client-centric approach to business development and marketing activity, which enhances our reputation globally.
The global functions include Client Relationship Management, Pursuits, BD, Marketing Technology & Data, and Marketing and Communications. We have a BD presence in APAC, UK, EMEA, the US, and Latin America.
Key Responsibilities
Client Strategy & Leadership
- Lead on global client relationship management for a number of clients in the Firm's Global Client Programme with the respective Client Relationship Partner (CRP) teams.
- Work with the CRP teams to put in place global client plans that includes agreed financial targets and non-financial goals for the client and details on how these will be achieved.
- Lead the execution of the client plans with the CRP team around the world, working with global partners, BD and marketing teams as required to ensure a joined up approach.
- Develop relationships with key contacts including in the legal, claims and vendor management/procurement teams as well as C-Suite contacts with the CRP team at each client so we can build a diverse relationship with each client.
- Support the CRPs in building relationships with the key decisions makers and influencers in each client, expanding the relationship wider than senior key claims contacts.
- With the CRPs lead, manage and motivate effective, cross-firm global client teams (on and off-matter) – acting as a champion, facilitator and enabler for each client account.
- Maintain regular contact with key client contacts and keep up to date on their business strategy, challenges and the ways in which we can improve and build the relationship.
Client Development
- Put in place and be the custodian for, client tools, documents and reports. This includes understanding the client and its products and market position, undertaking client mapping, developing a client relationship map and keeping it up to date with personnel changes and ensuring any internal Kennedys platforms and databases are kept current with client information.
- Proactively identify opportunities for revenue generation and cross-selling across the Kennedys network and work with the CRP team and wider partnership and BD team to chase those opportunities.
- Support the CRP team to broaden contacts at the client – claims, legal and business – leveraging legal solutions, products and thought leadership to make new connections.
- Look for opportunities and facilitate introductions to new lawyers, jurisdictions and lines of business.
- Systematically share client intelligence gathered through relationship meetings and other client interactions, as well as gathering independent feedback through the Client Insights programme and ensuring all feedback actions are acted on.
- Work with the marketing and communications team on the tactics of the client plan such as thought leadership campaigns, invites to networking events and training sessions - ensuring such activities are replicated across clients in the Firm's global client programme as appropriate.
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Operational & Financial Leadership
- Undertake global share of wallet analysis to help develop a pipeline of opportunities by jurisdiction and line of business as well as identifying work that could be at risk or large matters coming to an end. Devise initiatives to protect work and to manage the pipeline to ensure revenue gaps are mitigated when large matters end.
- With the CRP team, lead on negotiation and management of overall fee arrangements, terms and conditions, working with the global pricing and pursuits teams as appropriate.
- Support the CRP team to report quarterly to the Client Development Committee (CDC) on progress against the client plan and agreed KPIs.
- Support the CRP team in being the face of the firm for the client, overseeing the quality of our service and ensuring compliance with any SLAs and letters of engagement in place.
- Work with the CRP team and finance to ensure there is effective financial discipline in place with a focus on WIP management, billing and debt collection as well as partner/team leverage to maximise profit.
- Play an active role on key pitches to the clients providing timely information and client insights to the BD team leading on the pitch. Work with the CRP team and BD teams on pricing to ensure we are taking a globally consistent approach.
- Schedule, prepare for and, if required, lead internal global relationship calls for each client, creating a forum for fee earners to share information, update on opportunity progression and pipeline.
- Work with other Business Services teams leading on the client relationships to have an oversight of any client reporting being delivered to the client.
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People & Culture
- Work as a global CAM, where you build relationships with the partners around the world as well as key client contacts, understanding the clients' business and the firm on a global and local level.
- Lead, support and coach CRPs in relationship best practice.
- Provide client relationship management support on client secondments. To include briefing secondees, meeting partway through the secondment to uncover any client intelligence and undertaking a debrief with them within the first two weeks of the secondment finishing.
- Work with local and practice BD teams to bring in their subject matter expertise on their local jurisdiction and division to the client account.
- Role model good CAM behaviours through proactivity: sharing of information to fee earners, the CAM team and wider BD teams; efficient usage of and data entry into the firm's CRM tools; and the firm uses to help with CRM.
- Help the CRP team to onboard lawyers new to the client relationship to ensure consistent client service delivery.
- Line manage junior members of the team as required, and role model global relationship management best practice. Provide training and support to enable them to deliver high quality outputs.
- Regularly share information with the global CAM team ensuring ideas are leveraged across the clients in the global client programme and war stories can be learnt from by the whole team.
- Provide global client relationship management training to members of the global BD team and fee earners as required.
Required Experience
- Strong experience of working in a global client account management team within a professional services environment.
- Exceptional relationship building skills internally and with clients.
- Excellent organisation skills, with a proven ability to take initiative and responsibility for completion of work or projects.
- Highly organised and able to prioritise workloads, manage multiple projects and negotiate deadlines.
Please let us know if you require any additional support or adjustments to be made in order to submit your application to Kennedys.
where a level of experience is indicated, this is a guideline only and represents the amount of time we would usually expect a candidate to accumulate the requisite level of experience. This does not preclude applications from candidates with more or less experience.
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