Client Services Manager

Job Description

Fragomen’s Client Services Manager role gives you the opportunity to work with a smart, motivated, and diverse peer group. Our exclusive focus on immigration means you will work in an exciting, ever-changing, and challenging environment with people who are passionate about immigration. Working in a collegial, team-oriented environment, Fragomen Client Services Managers work with the industry's leading experts. Our firm commitment to quality and best practices is supported by technological innovation that benefits our clients and staff.

Client Services Managers have a consultative mindset and the desire to put the client first and consistently exceed expectations. As the leading global immigration services firm, our global program management model provides us with an advantage over our competitors by allowing us to provide a seamless and team-based approach to delivering exceptional service. We are looking for a strategic thinker who can not only manage people, projects, and programs;

but who can meaningfully transform business intelligence, data, and knowledge into client solutions.

Our Client Services Manager job is a challenging and rewarding opportunity to provide solutions to a diverse client base, ranging from Fortune 500 clients to start-ups, while being a part of an industry leading team.

• Manage overall client relationship, e.g. understanding their business and culture, facilitating communication, ensuring adherence to client timelines, protocols, and SLAs (Service Level Agreements), etc.
• Use a client-first mindset to drive the objectives of the client’s business and immigration program.
• Proactively address client escalations, lead high touch calls, and provide accurate and relevant client reporting.
• Guide clients to continuously improve and optimize their immigration policies and programs.
• Identify opportunities for business process efficiencies.
• Facilitate communication and engagement between the client and practice teams.

• Partner with clients to develop and execute legal strategies on a global level.
• Advise clients on strategic issues related to service delivery and immigration compliance and risks.
• Provide strategic guidance and analyses regarding business, hiring, mobility and workforce trends.
• Collaborate with clients and colleagues to launch innovative solutions to immigration challenges.
• Play an active and central role in the implementation and management of projects.
• Guide clients to continuously improve and optimize their immigration policies and programs.
• Leverage client data to provide valuable business insights and incorporate business intelligence and data analytics into business and operational solutions for clients.

• Identify and develop business opportunities with new and existing clients.
• Participate in Business Development activities through networking and formal RFP (Request for Proposals) processes.
• Submit articles for publication and speak at internal and external events.

• Deliver the Knowledge resources of the firm to develop training plans and presentations on global immigration trends, country-specific updates, compliance obligations, and immigration systems for internal practice teams and clients.
• Assist in developing training plans and presentations on global immigration trends, country-specific updates, compliance obligations, and immigration systems for internal practice teams and clients.
• Train new employees and directly or indirectly supervise staff, providing mentoring, coaching, and performance management.
• Ensure self and team follow documented firm standards and policy to mitigate risk and ensure regulatory, operational and client compliance (e.g., complete mandatory training such as Data Privacy, follow Client Protocols, etc.).

• MBA or JD preferred
• At least eight (8) years of experience in a senior level capacity with an immigration law firm, corporate immigration function, or…