Client Engagement Manager - LAC Group

Location: USA - NY - New York

LAC Group is seeking a dynamic Client Engagement Manager to join our expanding practice. This individual will be based in the New York City region and must have a strong understanding of information services. Our client engagement managers are thought-leaders, clear communicators (oral and written), have excellent project management and planning skills and are entrepreneurial by nature. The Client Engagement Manager will work directly with the Vice President of Client Engagement to drive client retention, relationship building and expansion of opportunities within their assigned territory. Responsibilities also include ensuring that service level agreements are met or exceeded, and the ownership of developing and implementing strategic account plans for assigned accounts. When not actively working on a client project, our client engagement managers are encouraged to participate in speaking engagements, local and national professional associations and contribute to LAC’s blog.

The Client Engagement Manager (CEM) will also be responsible for leading a team of project managers/direct reports assigned within the accounts managed.

RESPONSIBILITIES INCLUDE:

• As the primary point of contact for the client must be able to build and drive strategic relationships, ensuring a seamless experience throughout the entire client relationship.
• Must be able to uncover clients challenges, understand client needs, manage clients expectations and collaborate effectively to build strong client relationships at all levels of a client’s organization.
• Provide thought leadership, delivering insights to effectively drive customer retention and growth through the identification of cross selling opportunities for additional value added LAC services in assigned accounts. Strong speaking and presentation skills and the ability to communicate the LAC Vision to C-Level Executives and other contacts within assigned territory is a must.
• Point person for customer on-boarding and ongoing training and education.
• Responsible for keeping stakeholders apprised of LAC’s services, through defining, monitoring and reporting on Key Performance Indicators through Quarterly Business Reviews.
• Must be able to identify cross-selling opportunities for additional LAC services.
• Ability to conduct client assessments, including developing project plans, conducting client interviews, administering surveys, document analysis, drafting the final report and making recommendations.
• Experience negotiating complex contract renewals and growing revenue.
• Aptitude for planning and executing projects within time and budget constraints.
• Accountable for identifying key contacts and decision makers within assigned territory.
• Capable of scheduling 8 - 10 client touches per week via onsite and videoconferencing meetings.
• Work closely with direct reports that manage the day-to-day client relationships.
• Develop strong relationships with LAC sales and client management teams.
• Responsible for being active and engaged in industry events and professional organizations.

QUALIFICATIONS:

• Bachelor’s Degree is required. A Master’s Degree is a plus.
• 5-8 years of experience in an account management/client relationship role ideally with a professional services organization, with a focus on information services.
• 3 – 5 years managing a team of direct reports including peer coaching, provide guidance and oversight and mentor the professional development growth development.
• Working knowledge of Salesforce, Microsoft Office, Google Suite and PowerPoint
• Working knowledge of legal, business, content and knowledge management software including: LexisNexis, Westlaw, Bloomberg Law, Law 360, Manzama, Practical Law, Securities Mosaic, Hein Online, Kluwer Arbitration, PI-Navigator, PACER and other information service software.
• Ability to travel up to 25% of the time.

LAC Group is an Equal Opportunity Employer / Affirmative Action Employer who values diversity in the workplace.