Senior Manager Enterprise Client Development Systems

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Senior Manager, Enterprise Client Development Systems
Duties: Provides leadership for the ongoing management, development and support of the systems portfolio supporting our Client Development Department. Acts as system administrator to the firm’s CD systems. Recognized as a “thought leader” in area of Client Development systems and processes to include Key Account and Pipeline Management. Acts as a “gate-keeper” with respect to system design to ensure consistency within the system and consistency with key design elements of other firm systems. Develops custom reports for key system users and coordinates the sharing of information between the CD systems and other firm systems. Identifies opportunities to automate business processes and assists key users in defining and implementing such processes to maximize utilization of the system. Acts as a liaison between key functional users of the system (Client Development, lawyer practice departments) and the technical staff who support the system. Manages the firm’s CRM, Marketing and Sales systems by providing direction in the configuration, design and usability of the systems. Provides leadership for all aspects of the CRM, Marketing and Sales systems to technical staff and Client Development, by hosting weekly meetings, developing, and maintaining a system project/task list, and conducting follow-up to oversee progress on project/task list items. Provides project management leadership for system and add-on modules, implementations, and upgrades. Reviews and analyzes requests for system design changes to determine technical feasibility and impact to overall system design and functionality and makes recommendations accordingly. Monitors use of the system and promotes the benefits to lawyers and staff through reports, attorney and secretarial presentations, intranet postings, and training. Oversees the process of integrating data from other firm business systems (HRIS, Client/Matter system, New Business Intake system) into the CRM system (such as lawyer affiliations, alumni data, client/matter data and all other data integrations). Manages special projects related to the supported systems. Consults with lawyer department leadership to identify and develop system features specific to their departmental practice. Makes recommendations with respect to the evaluation, selection, implementation, and maintenance of CRM, Marketing and Sales systems and add-on modules. Assists Client Development with developing, supporting, and documenting business processes and procedures relevant to their use of the firm’s systems. Directs the staff in managing system data by establishing data standards and developing processes and procedures for maintaining the data according to those standards. Monitors communication of data standards to end users. Manages staff by scheduling coverage of work, providing feedback on performance, conducting performance evaluations, and conducting coaching/counseling sessions when performance improvement is needed. Provides training to the CR department and provides direction to I.T. Trainers with respect to the development and delivery of training on the supported systems. Monitors vendor product development and emerging trends in CRM technologies and serves as the firm’s primary point of contact for CRM system-related vendors and consultants. Provides backup system administrator and technical support by monitoring processes, activating, and inactivating user accounts, and setting up proxy relationships. Tests and QC’s new features and communicates feedback to technical support. Direct supervisory responsibility for Data Administrator, Application Analyst and Systems Analyst. Recommends hiring / terminating of temporary staff during peak workload. Trains and supervises temporary staff. In consultation with Director of Business & Practice Systems, position has authority to hire and/or discipline Data Administrators and Systems Analyst. Makes recommendations as to the development and performance evaluation of KS Trainer and technical support staff.

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