Client Services Manager
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Job Description
Client Services Manager coordinating client service operations and internal collaborations at Albert & Mackenzie, a workers' compensation law firm. Ensuring effective communication and resources to manage service standards and partnerships.
Responsibilities:
- Serve as a day-to-day point of contact for clients and supporting ongoing communication and service needs
- Coordinate logistics for client meetings, litigation reviews, and educational trainings/webinars
- Track and manage action items, and follow-ups to ensure timely completion
- Support implementation and adherence to client service instructions and reporting requirements
- Act as a problem solver for any client service disruptions
- Focuses on building a relationship at every “touch-point”
- Act as a central point of contact for attorneys for client-related service needs and internal requests
- Coordinate with internal departments (billing, calendaring, HR, IT, operations) to resolve issues impacting service delivery
- Assist attorneys with administrative or operational needs tied to client expectations (reporting, presentations, data requests)
- Support execution of client-specific initiatives, including presentations, training, settlement days and process rollouts
- Assist in developing and maintaining client-facing materials such as reports, presentations, and status summaries
- Monitor progress of ongoing projects and ensure alignment with timelines and expectations
- Identify service gaps, communication breakdowns, or operational inefficiencies – act as a problem solver - escalate as needed
- Proactively follow up on outstanding items to ensure resolution and client satisfaction
- Maintain visibility into client activity to support consistency in service delivery across attorneys and offices
Requirements:
- Bachelor’s degree preferred
- 5+ years of experience in workers’ compensation, including firm operations, claims adjusting, or client services
- Highly organized with strong follow-up and project coordination skills
- Excellent communication skills with the ability to work across legal and operational teams
- Ability to manage multiple priorities in a deadline-driven environment
- Proficiency in Microsoft Office (Outlook, Excel, PowerPoint)
- Be willing to travel as needed for Conferences, claim reviews, networking events, etc
Benefits:
- medical
- vision
- short-term and long-term disability
- life insurance
- a 401(k) retirement plan
- paid time off
- dental coverage
- discretionary bonus opportunities
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