A leading Mumbai based legal consulting house engaged in providing legal help to top corporates in India and abroad in the sectors of Mergers, Acquisition, Private Equity, Joint Ventures, Infrastructure, Capital Market, Intellectual Property Rights etc. is looking for a smart, intelligent and analytical candidate for Client Relationship Management (CRM) role.
Salary(per annum)-20lakhs
Purpose
Client relationship management (“CRM”) is a strategy for managing Firm’s interactions with its clients (existing, new and potential). The goal of CRM is to find, attract, and win new clients, nurture and retain those the Firm already has, entice former clients back into the fold.
This would involve use of technology and resources to organise, automate and synchronise processes for, among other things, continuous client interaction, cross-selling all practice areas of the Firm, having background about the client – its business, news, details of the work done in the past, firm’s contact officials for that client, and sensitivities involved in dealing with the client.
CRM initiative will exclude international law firm relationship management.
Process
CRM will be done on a firm-wide basis. However, professionals of the Firm will be identified who will hold client relationships and provide / add information relating to their assigned client
Activities
CRM will be managed through an intra-net page (“CRM Page”), in which all the information will be stored. This portal will be accessible to all senior officials in the firm.
In particular, CRM page for each client will have information on the following:
(a) Details on the client – access to latest reports / news relating to the client, financial information on the client, link to daily stock price (if the entity is listed), details of all portfolio investments (for instance, in case of a private equity investor)
(b) Names and designation of key employees / officers of the client (personal information, if available – like date of birth, anniversary, hobbies, etc)
(c) Contact person from the Firm who is holding client relationship
(d) Details on how the relationship with the client started (historical client / introduced by another law firm / referred by contacts / contact of professional who joined the Firm / client switched from the other law firm after working on a transaction / others)
(e) Details of past transactions done by the Firm for the client, including names of the professionals involved in such transactions
(f) Movement of employees of the client
(g) Checklist of whether the client has been added to the following:
(i) In-house business publication
(ii) External Announcements Distribution List
(iii) Events Invitation List (premium events / exclusive events / seminars)
(iv) Details of the business development meetings with the client (with access to the meeting notes)
(h) Names of the other law firms which the client uses / used in the past
(i) Associations / organisations where client participates / involved in
(j) Feedback / issues / guidelines from the client
Role of Client Relationship Manager
Candidate should be a person capable of the following:
(a) researching on all information / material available in public domain on a client (including “intelligence” on a client prior to meeting with such client)
(b) taking notes from relevant professionals of the Firm following meeting with a client and feeding in on the CRM page
(c) coordinating with other teams of the Firm in respect of the CRM Page
(d) Identifying and tracking opportunities and deliverables for each team
(e) Managing internal team activities (including meeting agenda development, scheduling, and follow up)
(f) The Client Services Coordinator is responsible for overseeing the processing, data entry, and for maintaining the integrity of the Firm’s CRM/Client contact databases.
(g) The position should ensure the accuracy and timeliness of client and contact data including but not limited to addresses, phone numbers, email addresses, activity notes, business intelligence data and relationship information.
(h) Responsibilities include the application of in-depth knowledge of CRM databases and technology concepts to set policies and develop processes to ensure correct data handling across the network; to ensure data integrity; to train users on specific “how to” requests.
(i) Maintain top 200 client lists of the Firm and do light research on them pertaining to balance sheets, new business opportunities etc.
(j) Service top 200 clients for meeting follow-ups, social events, invitations etc.
(k) Coordinating with software vendors for developing Firm’s CRM intranet
(l) Preparing Top Client binder with details of top executive, key decision makers, financials, future plans, important dates.
(m) Fixing meeting with various Team leaders to cross sell practice areas
(n) International Clients relationship-Maybe separate handling is required from domestic clients
(o) International Law Firms
(p) other responsibilities as may be delegated from time to time
Criteria
(a) Should be qualified in marketing/other managerial aspects
(b) Candidate should preferably have MBA qualification.
(c) Should have minimum 3-4 years experience in similar role.
(d) Should be smart with good disposition and command over English language.
Applications to be sent to pooja@irismanpower.com
