Client Engagement Manager

Aderant Holdings, Inc Atlanta, GA
Global provider of market leading solutions. Dynamic team culture. Competitive bonus programs. Collaborative cross-functional teams. World class benefits. Challenging and Rewarding work.

At Aderant, we power the world's leading law and professional services firms. We focus on delivering world class products and services which are developed, marketed, sold, and supported by superior talent. The expertise and talent of our people have made us the largest independent provider of law firm technology in the world, and our people will drive our success in the future.

The Client Engagement Manager is responsible for the on-time delivery of customer projects as well as the long-term development and performance of both their direct and indirect reports. All managers have a passion for helping people (both customers and employees). They set high standards for customer service for the project delivery team including demonstrating ownership of the solution and a strong commitment to customer success.

Responsibilities

* Successfully deliver assigned projects on-time and on budget with high customer satisfaction: Responsible for the success of a portfolio of 8-16 concurrently active projects. Ensure project managers and consulting staff achieve customer satisfaction through successful delivery of business value on-time and within budget. The most successful managers establish a highly collaborative process with the client including full engagement, strong communication and accountability toward each key milestone and goal as specified in the signed SOW.

* Provide Project Specific Problem Solving: The Client Engagement Manager is responsible to provide real time problem solving guidance and insights both to the customer and to the team during each project. Managers must be able to identify potential risks and issues quickly and either personally provide for a solution or engage the necessary resources, clarification or help needed to proactively address these challenges. Early identification and positive direction is critical to success. Provide real-time coaching to team members and clients.

* Develop the Team: Understand the capabilities and development needs of each team member and facilitate growth for indirect reports. Conduct regular assessment of performance (annual and semiannual reviews) for team members and jointly develop a career/development with each team member. Coordinate with project leaders to get feedback on performance as well as understand growth and development opportunities related to specific project assignments. Ensure new employees come up to speed quickly on both the technology and processes for client engagements. Assist Director with managing and tracking goals, including but not limited to company and department's strategic initiatives. Promote best practices and knowledge, sharing within and across teams. Proactively address personnel issues and minimize attrition.

* Actively Contribute Ideas and Tools to Project Methodology Knowledge Base and Standards: This includes sharing ideas, approaches and tools with the boarder team. Documenting how to use tools and processes to ensure successful project completion and standardizing the consulting approach. This is done under the direction of the Director.

* Identify opportunities to sell further consulting services within each client account: The best managers leverage their relationships and deep understanding of the clients processes and needs to identify opportunities for further engagement and sales within the target accounts. Work closely with sales team, customers, and other PS team members to identify and develop PS opportunities for existing/prospective customer accounts. Develop written PS proposals and present to existing/prospective customer accounts.

Skills & Requirements

* Bachelor's degree in Business, Engineering, Computer Science or equivalent combination of education and relevant experience

* A minimum of five (5) years experience in customer-facing project leadership and account management including:

* Experience managing all phases of the implementation process

* Experience utilizing and enhancing a robust implementation methodology

* History of increasing responsibility or upward progression

* Effective leadership, communication, management, and customer relations skills; ability to engage and communicate at all levels is essential

* Strong business development, problem-solving, and trouble-shooting skills

* Ability to establish oneself as a trusted advisor to client, project team and colleagues

* Excellent organizational and time management skills

* Good interpersonal skills with ability to interact with tact and professionalism with clients, vendors, peers, management and staff

* Ability to rapidly establish rapport and develop effective business relationships with key customers, vendors and partners

* Strong project management experience and the ability to monitor and manage multiple initiatives concurrently

* Process orientation, and ability to analyze and design/build complex processes

* Ability to assist others in analyzing, designing/building complex processes

* Willingness to travel, on average, up to 20%

About us:

Aderant is a global provider of comprehensive business management software for law and other professional services firms. Headquartered in Atlanta, with offices in Los Angeles, London, Amsterdam, Sydney and Auckland, Aderant helps firms run a better business by providing market leading solutions for business intelligence, matter management and a full suite of front and back office solutions to optimize firm performance. With a 35-year history as a global industry leader, Aderant supports nearly 3,200 clients in more than 30 countries, representing 77 of the top 100 Global Law Firms and more than 88 percent of the Am Law 200.