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Client Relationship Manager

Posted 31 Jul 2022
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Work experience
5 to 7 years
Full-time / part-time
Full-time
Job function
Degree level
Required languages
English (Fluent)
Dutch (Fluent)

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Client Relationship Manager

DLA Piper is a global law firm, recognized for our innovation and entrepreneurialism. Our diversity and reach; operating in more than 40 countries throughout Europe, the Americas, Africa, the Middle East, and Asia Pacific, mean we are uniquely positioned to support our clients wherever they operate, whilst supporting our local communities and providing our people with rewarding global career opportunities.

We strive to be the leading global business law firm by delivering quality, service excellence and value to our clients and offering practical and innovative legal solutions to help them succeed. Our clients range from multinational, Global 1000, and Fortune 500 enterprises to emerging companies developing industry-leading technologies, as well as government and public sector bodies.

The role

DLA Piper has an International Key Client Programme, which is aimed at serving, managing and developing our firm’s key clients. Our growth ambition resulted in a requirement for a Client Relationship Manager.

We are looking for a professional with the ability to contribute to the development of a selection of our Firm’s International Key Clients and support the wider DLA Piper team in realizing our team and Firm’s ambitions.

As a Client Relationship Manager, you will work alongside the Client Relationship Partners (CRPs), and wider DLA Piper teams, focussing on client development, relationship management and service delivery activities directed to one or more of the Firm's most significant clients. Besides liaising with the various internal stakeholders you will be client facing. The role requires a proactive approach, good business development skills and confidence in front of senior clients, partners and wider (business services) teams with the purpose to develop a long-term, mutually beneficial relationship with the client and ensuring the client is best served.

You will join a (virtual) team of international Client Relationship Managers and report directly to the international Head of Client Programmes. You are based in the Netherlands and will therefore work alongside the colleagues in the Amsterdam Marketing & Business Development (MBD) team. The Amsterdam MBD team consists of six colleagues that deliver a broad range of key marketing, communications and business development services for the Amsterdam office, designed to grow the Firm's market positioning, revenue and profitability. The MBD team works closely with the lawyers, notaries and tax advisors to explore new business opportunities and market DLA Piper and its individuals, externally.

In the role of Client Relationship Manager you have a key role which enables you to build a network and work with many colleagues within our Netherlands and international practice groups, MBD and other business services teams such as Finance, Pricing and Profitability, Human Resources and Service Delivery & Quality. You will join an enthusiastic, experienced and international group of professionals that have great spirit to bring our client service to the next level.

Your key responsibilities

  • Work with the Client Relationship Partner (CRP) to develop a client service plan for the Key Accounts you are supporting
  • In conjunction with the CRP, build and nurture a core team around the relevant Key Account(s);
  • Identifying (cross-selling) opportunities and the strategic management of pitches, panel renewal procedures and secondment opportunities
  • Educate and professionalize the core team on how to intensify their account management activities on relationship building and opportunity management
  • Monitor financial performance and work closely with the designated Finance specialist for the Key Client, to establish most appropriate management tools, systems and billing processes
  • Ensure delivery of commitments agreed on with the client and implement systems and procedures to promote consistency and quality of client service
  • Develop relationships with the client and becoming the key contact person where appropriate
  • Ensure intelligence about the client is shared within the core team and wider Firm as appropriate
  • Ensure the Key Account is managed in accordance with best practice processes e.g. regular client relationship management reviews and in line with the Firm’s client management methodology

Skills and attributes for success

  • Demonstrate previous experience of managing client relationships, ideally in a professional services environment
  • A self-starter with a high level of self-motivation, who is able to achieve results as an individual as well as a team player
  • Proven ability to work in a (virtual) team and effective in collaborating across various teams, countries and cultures
  • Demonstrate advanced stakeholder management, communication skills, diplomacy and negotiation skills
  • Possess knowledge of Marketing/Business Development processes - a sound understanding of new business processes, CRM as a concept and the emerging technologies needed to help win and retain clients' legal work
  • Develop and manage budgets demonstrating analytical skills to interpret financial information
  • Able to work within a matrixed organization - balancing the needs of the client against firm initiatives and goals
  • Ability to flex your style and versatility according to EQ is key
  • Passionate about collaboration, team work and sharing best practices; and
  • Ability to operate calmly under pressure and manage competing priorities, be methodical and logical, thrive in a robust and fast-paced environment

Who are you

  • HBO or University degree, preferably in business, communications, law or commerce
  • 5-8 years' working experience in this field of expertise
  • Excellent communication and project management skills. Strong probing, consultative listening skills coupled with the ability to negotiate and persuade legal and client personnel
  • Strong organization skills and ability to distinguish between urgent and important tasks
  • A professional approach, score highly in terms of commitment and internal client care
  • A proven ability to deal with confidential and sensitive information
  • Eye for detail, pragmatic and good analytical skills
  • Excellent people management, verbal and written communication skills (fluent in Dutch and English)

What we offer

We offer a competitive remuneration package and recognition for the value you bring to our team and business:

  • Support, coaching and feedback from really great colleagues
  • A pleasant and inspiring work environment
  • An informal working atmosphere with an open door policy
  • Opportunities to develop new skills and progress your career
  • The freedom and flexibility to handle your role in a way that’s right for you
  • 28 vacation days; and
  • A financial contribution to your fitness subscription via Bedrijfsfitness Nederland

DLA Piper is a global law firm capable of taking care of the most important legal needs of clients wherever they do business. With offices throughout the Americas, Europe, the Middle East, Africa and Asia Pacific, we represent more clients in a broader range of geographies and practice disciplines than virtually any other law firm in the world.

Legal
Amsterdam
Active in 40 countries
270 employees
50% men - 50% women
Average age is 29 years

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