Senior Manager, Client Services & Innovation

Reference # SMCSI_-_08-01-18
Open Date August 1, 2018
Close Date August 27, 2018
Location Calgary; Montréal; Ottawa; Toronto; Vancouver

Purpose of Role

The Senior Manager, Client Services & Innovation is a key, billable, member of the Practice Management team who will anticipate and take strategic action in response to the evolving needs of our key clients in the following areas; Pitching & Pricing, Portfolio Administration & Operations, Matter Management, Client Account Management. Significant client engagement skills are essential to the cultivation, fulfillment and retention of successful client relationships.

This position works closely with Key Client Team Leads, Client Innovation Partner, Group Heads, Chief Practice Manager, National Directors of Practice Management, CCO and CKIO to understand the needs of our clients, playing an important consultative and strategic role on the commercial management of clients and matters.

The Senior Manager, Client Services & Innovation will be responsible for working with both Client Responsible and Matter Responsible lawyers in addition to various departments in Business Services, using strong project management and leadership skills to seamlessly leverage our strengths as One Firm.

Key Responsibilities

The key responsibilities of this role are:

  • Client Relationship Management
    • Lead the development of a comprehensive consolidated portfolio reporting package reflective of client needs
    • Establish portfolio goals with the client and report to the client on these measures regularly
    • Contribute to the successful client business plan execution
    • Ensure ongoing information flow to key internal stakeholders to increase collective understanding of client needs and to ensure there are no information silos
    • Stay abreast of industry trends, client developments and other external influences that may have an impact on the client
    • Develop proactive strategies along with key internal stakeholders that will keep BLG in alignment with the client’s changing landscape
  • Innovation
    • Identify opportunities to provide additional services to the client, and capitalize on these by collaborating with others internally, and developing presentation materials that address client needs in a proactive manner
    • Support innovative processes, and alignment to the Firm’s overarching Innovation and Client Development strategies
    • Keep pace with various innovations in the Firm and ensure strong understanding of client benefits
  • Matter Management
    • Collaborate with internal stakeholders to plan and coordinate the portfolio of client matters
    • Ensure adequate resources are in place to support the client; and that efficient leverage is achieved across matters and the portfolio as a whole
    • Manage the Scope Change process with clients on all matters, with ancillary reporting as necessary
    • Conduct post matter reviews, outlining factors of success and opportunities for continuous improvement
  • Pitching & Pricing
    • Play key role in Legal Procurement strategy, including pricing mandates, negotiation strategy and tactics, RFP involvement and presentation at the client pitch
    • Spearheading rate strategies and supporting the commercial management of key client accounts through contract and compliance management
    • Leverage various analysis techniques to identify opportunities for profitability improvement
    • Liaise with and leverage support from various departments in the Firm to drive changes that will support increase key client profitability, efficiency and innovation
  • Portfolio Administration & Operations
    • Support and collaborate with key external stakeholders to understand their portfolio management requirements and develop protocols and processes to support the achievement of these requirements
    • Work with key stakeholders to develop budgets with varying degrees of detail, as appropriate
    • Act as a leader in enhancing key stakeholder skill set around budgeting and matter management through training, communication and protocol/process implementation
    • Gain an understanding for client lifecycles and leverage opportunities for improvement within the client and matter lifecycle
    • Implement billing and operational guidelines, designing protocols and processes, consulting with key stakeholders and ensuring process adoption
    • Understanding the Key Performance Indicators for the client’s portfolio and reporting in both formal and informal channels
    • Facilitate meetings both internally and externally, record minutes, action items and next steps
    • Track risks and issues, with succinct action plans
    • Develop presentations that are clear and succinct that reflect the information needs of the client portfolio
  • Other duties as required.

Key Competencies Required

  • Post-secondary education in Business, Finance, Accounting or related fields. MBA preferred, JD an asset
  • 5-7 years’ experience in Professional Services Firms. Law Firm and/or Financial Services Firm preferred.
  • Prior experience in managing client accounts required
  • Prior experience in managing projects an asset
  • Pricing analysis and strategy skills desirable
  • Advanced computer skills using MS Excel, Outlook, Word and PowerPoint required
  • Capable of creating and sustaining exceptional client satisfaction standards as measured by internal and 3rd party criteria
  • Exceptional people skills with demonstrable ability to lead through negotiation, influence and diplomacy  both internally and externally
  • Capable of working independently and being a self-starter
  • Team player who seeks to leverage the knowledge and insights of others to strengthen work product
  • Excellent verbal and written communication skills with both internal and external stakeholders
  • Exceptional presentation skills and level of professionalism
  • Ability to react to change in a positive and productive manner
  • Excellent business acumen and industry knowledge
  • Creative and innovative thinker paired with strong leadership skills
  • Thrives in a fast-paced environment
  • Demonstrated ability to pay attention to detail
  • Ability to understand financial key performance indicators and apply them to develop effective business strategies and analyze outliers
  • Proven problem assessment, sound judgment, problem solving and critical thinking skills
  • Proven ability to transform problems into solutions that are relevant to client needs
  • Able to understand detailed business requirements and apply these insights to the design, development and execution of bespoke business processes and protocols
  • Capable of prioritizing a wide volume of tasks and delivering results by using strong organization, time and project management skills
  • Strong commitment to timing and quality standards and ability to motivate other teams to achieve these standards


If you have an interest in this position or know of someone who may be suitable, please forward a current resume to Stephanie Smith at by August 27, 2018.

We thank all applicants for their interest in this position, however, only applicants selected for an interview will be contacted.

Everyone at BLG is required to carry out the duties of their role while upholding the important principles of our respectful workplace policies, and treating everyone with respect, regardless of position. At BLG, valuing diversity and inclusion is key to a respectful workplace.

BLG is committed to fostering a diverse and inclusive workplace. We welcome and encourage applications from diverse candidates, including people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

*Please note that relatives of current BLG employees and Partners are not eligible for consideration.

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