The Client Manager is responsible for increasing Westlaw/Next revenue, usage and market share in assigned law firm accounts by utilizing skills related to legal research, training, sales and marketing. The Client Manager leverages his/her expertise in attorney workflow to position Westlaw or any of West’s workflow solutions tools. Strong customer relationship skills and a consultative approach to sales and service are foundational to a Client Manager’s success.
Key Skills, Knowledge and Abilities
- Effectively meets customer needs and builds lasting customer relationships; takes responsibility for customer satisfaction and loyalty; is focused on the big picture and business perspective when making decisions and taking action. Demonstrates professional qualities and demeanor that commands attention and respect from law firms.
- Possesses strong ability to create sales approaches and solutions; ability to provide customers with high-impact training to exceed their needs; tries different and novel ways to deal with customer challenges and opportunities; while working with an internal team, takes courses of action or develops client solutions that appropriately consider available facts, constraints, competitive circumstances, and probable consequences.
- Builds credibility by working as a strong team player and through powerful formal presentations. Uses appropriate interpersonal styles to establish effective relationships with customers and internal partners; interacts with others in a way that promotes openness and trust and gives them confidence in one’s intentions. Some Client Managers may interact with account executives, sales representatives/ sales management, and/or products experts.
- Possesses a complete understanding of the business of law and the tools necessary to practice efficiently and effectively
- Demonstrates strong negotiation skills by effectively exploring alternatives and positions to reach outcomes that gain the support and acceptance of all parties.
- Exhibits a deep knowledge of, or willingness to master, products such as Westlaw/Next including content add-ons, workflow solutions, the legal profession and the legal publishing industry; Relishes ongoing, self-initiated learning, assimilates new information quickly, welcomes feedback and applies knowledge to practical use on the job.
- Attains assigned revenue account goals
- Establishes solid, long-term customer relationships and cultivates new business opportunities by diagnosing needs, presenting solutions and addressing customer concerns
- Provides high quality account management and customer support services to assigned accounts
- Develops, presents and implements legal contracts
- Supports renewal process in high value accounts
- Educates customers on the benefits of Westlaw over competitors and trains customers on the use of Westlaw/Next
- Educates customers on the value and return on investment of our workflow solutions tools
- Coordinates training efforts
- Coordinates local marketing efforts within assigned accounts
- Keeps up to date on competitive activities in accounts and communicates information to divisional/regional management
- Assists other market segments as needed
- Identify opportunities to leverage technology products aimed at increasing revenue and providing solutions
- 4 year college degree required, JD required
- Legal practice experience preferred
- Strong communication, presentation skills. Applicant must have the ability to present complex concepts like legal research skills and workflow solutions
- Customer service orientation and experience
- Field Account Management and sales/ marketing experience strongly preferred
- Proficient in MS Office/Internet
- Previous legal research training preferred
- Ability to travel occasionally to training sessions, meetings and to customer locations
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