Firm Intelligence Manager

We are a Firm where people truly believe in what they do and strive to achieve the highest standards of performance and success.

This position can be based in our global operations center in Tampa, FL, or at one of the Firm’s offices:
Atlanta, Austin, Birmingham, Charlotte, Dallas, Fort Lauderdale, Houston, Jacksonville, Miami, Nashville, Orlando, Philadelphia, Richmond, Stamford, Tallahassee, Tysons, Washington, D.C., or West Palm Beach.

We are seeking a Firm Intelligence Manager to join our team. The Firm Intelligence Manager is responsible for daily administration and management of the Firm’s experience management, intelligence platforms, and related systems. This role contributes to the implementation and on-going support of knowledge management systems and processes. The Manager leads efforts to capture and maintain experience information and firm intelligence including client and matter profiles in support of the Firm’s knowledge management and innovative efforts.

The Manager works with business services and practice teams to define best practices for leveraging firm intelligence systems and processes. This role contributes to training programs, provides technical and business process support, and serves as the primary contact for internal resources, such as the Information Technology department, as well as external resources including vendors and consultants.

• Day-to-day administration of the Firm’s experience management system, which includes expertise, experience, and proposal modules.
• Oversee efforts to capture and maintain relevant and accurate experience information, including client and matter profiles.
• Collaborate with key stakeholders to gather and translate their needs into actionable solutions that leverage technology and strengthen the firm’s data strategy.
• Participate on project teams to develop and implement enhancements to the experience management platform and related systems.
• Manage data quality and ensure data integrations and imports are tested and monitored for accuracy and consistency; ensure accurate mapping to the appropriate fields; design and maintain appropriate taxonomies.
• Manage the Firm Intelligence team which supports data collection efforts, technology implementation, training/onboarding, and data projects and processes firmwide.
• Identify opportunities to improve and/or add to the experience platform and related processes and integration sources.
• Develop and mentor junior staff in subject matter, innovative technology, project management, and knowledge management.
• Design, manage, and evolve automated workflows and dashboards to capture matter information, such as form assignment and approval, and maintain process documentation.
• Manage, develop, and maintain the firm’s matter knowledge, predominantly through systems, workflows, behavior, training, and culture.
• Develop and implement data governance plans to normalize data for use in downstream systems and to support data analysis, science, and visualization. Manage data integration, import and export projects to ensure content is mapped, transferred and validated consistently.
• Lead Foundation backend configuration and processes for experience and expertise collection; ensure effective and timely completion of approved configurations.
• Partner with IT staff, vendors, and other third parties to address system-level technical issues, manage internal and external integrations, and implement upgrades and enhancements.
• Identify and respond to internal and external client inquiries promptly and seek feedback as appropriate.
• Support power users as they research, analyze, and prepare reports on client, matter, related party, relationship, and timekeeper experience and expertise to support the firm’s business development and strategic initiatives.
• Establish standard metrics reporting and analyze trends to measure the quality and quantity of data maintained within the experience management platform. Develop standard configuration documentation and related job-aids or guides for the experience management platform and related systems.
• Design and oversee complex end-user…