Client Relationship Manager Corporate Law Firm

Position: Client Relationship Manager with Corporate Law Firm Experience

Associate Client Relationship Manager

Wilmington, DE

On-Site or Remote depending on location

Mon-Fri 9am-6pm or 10am-7pm or 11am-8pm

About the Role

We are seeking a Client Relationship Manager to provide high-touch, concierge support to our most strategic and demanding client-large law firms that rely on our services to operate efficiently, securely, and successfully. This role requires a combination of excellent communication, client relationship management, and problem-solving skills. You will serve as a trusted advisor and the first line of support for key legal clients, ensuring their needs are met with urgency, accuracy, and professionalism.

Strong market knowledge of working with high-pressure, fast-paced corporate deal transactions is a plus!

Key Responsibilities Client Relationship Management

• Serve as the primary point of contact for assigned large law firm accounts.
• Collaborate and assist in coordinating the client work among the client support team.
• Develop strong trusted relationships with legal administrators, attorneys, and CSC’s cross‑functional teams.
• Understand each client’s business model, workflow, and service expectations to tailor support accordingly.
• High‑touch personal presence with the client including regular phone calls and in‑person client visits (as needed).

Support & Issue Resolution

• Respond to inquiries and manage service requests through phone, email, and chat with a sense of urgency and care, including entering orders into CSC’s systems.
• Own complex issues from start to finish, coordinating with internal departments (Technical Support, Product, Billing) to ensure timely resolution.
• Escalate critical client concerns appropriately while maintaining communication and managing expectations.

Account Monitoring & Proactive Support

• Monitor client activity and identify potential issues or areas for improvement before they impact the client.
• Provide proactive outreach, including usage reviews, system updates, and process enhancements.
  
  Assist with onboarding, product training, and best‑practice recommendations.
• Commercial mindset to help inform clients about other services that can help support their business needs.

Documentation & Reporting

• Maintain accurate records of client interactions, support tickets, and service milestones.
• Provide regular updates to account managers or client success teams on account health and risk indicators.

Qualifications Required

• 3–5+ years of experience in customer service or account management, preferably in a B2B or professional services environment.
• Experience working with law firms, legal clients, or in a legal tech company is strongly preferred.
• Exceptional communication skills, both verbal and written, with a polished, professional demeanor.
• Ability to manage multiple high‑priority tasks in a fast‑paced environment.
• Strong technical aptitude with the ability to learn and support software platforms and tools.
• Problem‑solving mindset with a client‑first attitude.

Preferred

• Familiarity with legal industry workflows, terminology, and systems (document management, billing, case management).
• CRM or support software experience (Salesforce, Zendesk, Hub Spot).

Key Traits for Success

• Proactive, empathetic, and solutions‑oriented.
• Highly organized with attention to detail
• Comfortable working with demanding clients and navigating complex service scenarios.
• Collaborative and team‑oriented, with a focus on long‑term relationship building.

What You Can Expect from Us

• Professional, engaging, and comprehensive training to introduce our business and the industry, supplemented with on‑the‑job training.
• An on‑team mentor to provide additional day‑to‑day support during your onboarding.
• Collaborative team environment.
• Supportive leaders committed to your professional development and growth.
• Complimentary access to Open Sesame, monthly job‑related recurrent training, and more.
• Flexibility for our employees by offering a hybrid work schedule.
• A clear vision, mission and values centered around our promise to provide world‑class service to our clients.

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