Description

The Client Support Manager will help manage client relationships from a finance operations perspective involving coordination of new assignments, matter opening, pricing, matter management, billing, collections, and reporting; provide comprehensive and commercially focused Quote-to-Cash (Q2C) support as well as ensuring that effective matter management practices are in place and being followed.

Responsibilities:

  • Manage client support specialist teams that serve as the primary point of contact for a portfolio of clients for Partners, client managers, project managers, and others to coordinate assignments, budgeting, billing collections, and reporting for Key Clients
  • Ensure that issues are being resolved timely and by the right teams within the global Baker McKenzie network of offices and shared Service Centers (e.g. rates, budgets, e-billing, billing, etc.)
  • Escalate issues to the appropriate personnel as needed and proactively monitor all Key Performance Indicators and Service Level Agreements related to the entire Q2C process to ensure that all processes are as carried out correctly
  • Guide and coach Partners and client managers on best practices on all aspects of finance operations
  • Interact and coordinate with other teams as needed, including Business Development, Procurement, E-billing Implementation, Pricing, and Project Management for up-stream and down-stream activities related to finance operations
  • Manage client and Partner expectations concerning Standard Operating Procedures (SOP) as defined by the Global Process Owners and work within already established and agreed parameters
  • Work with colleagues to develop new best practices and identify new efficiencies by a culture of continuous improvement
  • Maximize collaboration opportunities with other business services leaders by developing and leveraging relationships with those leaders
  • Manage recruiting, onboarding, and ongoing training for team members
  • Lead the team by being a role model, identify opportunities allowing for employee growth, and assist the team in achieving all goals
  • Drive performance excellence with effective communication, performance management, and employee recognition

Skills and Experience:

  • Bachelor's Degree with strong experience in Financial Management, Accounting, or Business
  • Some billing experience, preferably within a professional services environment would be advantageous
  • Proven ability to confidently influence, interact and consult with senior leaders regarding finance processes, guidelines, and compliances
  • Demonstrated expertise in operational efficiency and financial accounting
  • Fluent in written and spoken English
  • Strong in project management skills and systemic thinking
  • Working proficiency in using MS Office and other Productivity Tools
  • Ability to diagnose and solve problems quickly with positive energy, forward-thinking, and high ethical standards
  • Excellent interpersonal and communication skills with the ability to deal effectively at all levels throughout an international Firm