Sr. Manager, Client Success - Banking

Join Goodwin’s Global Operations Team, and make a real impact on a global scale. At Goodwin, we work with some of the world’s most successful and innovative investors, entrepreneurs and disruptors in the life sciences, private equity, real estate, technology and financial industries, and where they converge. As part of the Global Operations Team – all business professionals at the firm – you’ll collaborate with colleagues from diverse backgrounds and experiences, fostering an environment where cross-functional learning, networking, and collaboration are at the core of what we do.

Here, we’re not just supporting a law firm; we’re partnering with attorneys and clients to deliver cutting-edge solutions in high-stakes litigation and dispute resolution, world-class regulatory compliance and advisory services, and complex transactions. Our commitment to integrity, ingenuity, agility, and ambition drives us, and we’re proud to have been recognised as the “Best Business Team” by The American Lawyer.

This is your opportunity to grow professionally in a dynamic, global environment, surrounded by forward-thinking peers.

As the Client Success Senior Manager for larger banks, you will work closely with the partners and Strategic Relationship lead to deliver exceptional value to our clients, such that their needs are met through tailored solutions and strategic collaboration. The role requires an understanding of the banking industry, a client-centric approach to sustain long-term relationships, proactive problem solving, and ability to work across the different operations teams to deliver a holistic client solution.

Goodwin’s larger banking clients work with numerous legal teams and partners and interact with multiple areas of our business operations teams. In this role, you will play a critical role in help both sides ensure a seamless partnership by leading coordination of internal teams, driving operational excellence, and acting as the single point of contact to help clients navigate the firm. You will also play a key role in enabling business development with the clients to drive expansion opportunities for the firm in close collaboration with the Client Development Relationship lead. Some of the core areas and teams that you will focus on include:

What You Will Do:

Pricing Strategy & Profitability

• With assistance from Pricing, lead efforts to drive value for the client and maximize profitability for the firm by designing creative fee structures that align with client needs. This includes evaluation of and recommendation of alternative fee arrangement proposals.

• Oversee and actively manage billing and pricing matters related to the client, including financial / budgeting, alternative fee arrangements, etc.

• Act as a trusted advisor to clients and partners on pricing and rate negotiation.

• Share leading practices and trends around pricing across the top banking client teams.

Billing and Collections

• Act as single point of contact to clients on billing and collections efforts including new matter opening, conflicts clearance and waiver processes, and leading coordination and communication with relevant internal parties.

• Build relationships with client AP teams.

• Manage, track, and ensure compliance of clients’ billing requirements including ebilling systems, outside counsel guidelines, accruals submission processes, etc.

• Aid in year-end collections pushes and communications with clients.

Client Reporting & Management

• Oversee client-driven IT reporting requirements, system evaluations and coordinating responses with the Growth Leaders/CRA.

• Manage security policy compliance, including annual policy verification, physical audit, ongoing bank list management.

• Manage annual self-evaluation report process and audit letter responses.

• Proactive and event-driven client reporting (diversity, vendors, InfoSec, IT breach and response management, etc.).

• Build relationships with legal operations teams (if any) and lead coordination and/or establishment of quarterly or annual business review meetings with client teams.

Client Building & Development

• Operate as an integrated team with the Client Development Strategic Relationship Lead/team across all client building and development activities.

• Cultivate relationships with key client stakeholders, coordinate with partners on relationship building efforts, including resolving conflicts.

• Manage a central repository for plans and results on relationship strengthening efforts.

• Support with client-specific pitches / RFP responses or marketing initiatives, providing institutional knowledge of the client to enhance quality of deliverables.

• Identify opportunities to expand the Firm’s existing footprint with the client into other business units.

• Work with the Business Intelligence team, analyze qualitative and quantitative data to identify insights related to the client.

• Plan and execute client appreciation events, event sponsorship/attendance, etc.

Firm-wide Collaboration & Coordination

• Support with the Banking Pilot initiative and share best practices (e.g. activity and metrics reporting, tracking progress of growth targets, reporting to the Growth Leaders/CRA).

• Coordinate with other large banking client teams to maximize client engagement and marketing activities.

• Work with CD / partners across the firm to mine collective experience for use in pitches across the firm

• Support in building a community of partners across the Firm that share information, insights, relationships, etc.

Practice Management

• Regularly monitor matter-level diversity statistics so that staffing and opportunities are managed in real-time.

• Monitor Secondment process and periodic follow-up with secondees to gather intel.

• Manage matter opening / closing process, and hourly time reporting requirements, and client feedback.

• Monitor conflict policy administration; coordinate conflict waivers, including ethical wall exceptions and difficult issues.

• Support with internal time recording training, lead re-training efforts as needed.

Who You Are:

• 8+ years of business, law, consulting, or other professional services operational experience.

• Experience operating as an account manager/client success manager for large clients.

• Understanding of financial institutions and bank operations a plus.

• Experience with existing PMO defined methodologies e.g., Six Sigma, Lean, Agile, PMI, etc. a plus.

• Relevant Bachelor’s degree required, MBA or other relevant graduate level education a plus. 

• Challenges the status quo and drives a relentless pursuit of excellence for the client through continuous improvement. Leads by example and facilitates both simple and complex projects. Develops a culture of innovation that encourages new ideas, supports risk-taking, and learns from failure, positioning the firm as a market leader. 

• Organizes, prioritizes, and completes assignments to achieve specific outcomes. Ability to manage multiple client accounts and projects simultaneously via strong organizational, project management, and critical thinking skills. Execution oriented and strong attention to detail.

• Conveys thoughts, ideas and information in a clear and concise manner. Demonstrates active listening and translates client / partner needs effectively. Anticipates regular business needs and proactively shares information and insight with relevant team members.

• Ability to establish and maintain strong relationships with both clients, partners and internal stakeholders with a solution-oriented mindset. Develop deep understanding of the client’s strategy / needs and share ideas with relationship partners / team.

• Understands, anticipates, and meets the needs of internal and external clients. Uses a range of knowledge, skills, and behaviors, including organizational and legal industry awareness, to provide exceptional service and achieve expected outcomes. 

• Ability to identify issues and develop effective, creative, and thoughtful solutions to achieve client-centric outcomes. Thinks critically and presents ideas in an organized, thoughtful manner.

• Knowledge of billing, pricing, and budgeting processes, assessing relevant metrics, and negotiating optimal fee structures, as it relates to a professional services organization. Understands the concepts of matter management and alternative fee arrangements 

• Strong financial acumen, including budgets, efficiency management, data analytics.

• Being able to adapt to changing client needs and market conditions and navigate a large, highly matrixed organization.

• Periodic travel to firm or client offices.

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Benefits and More

At Goodwin, you will discover your next career opportunity with a rewarding compensation package and comprehensive benefits, including:

• Flexible work arrangements and hybrid work schedule

• Health, dental, and vision insurance

• Life and disability insurance

• Retirement & Savings Plan

• Emergency back-up child and adult care

• Paid vacation, sick time off, and holidays

• Professional development and career advancement opportunities

• Employee recognition and reward programs

• Employee wellness and assistance programs

• Employee discounts and perks

​Consistent with the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance an arrest and conviction record will not automatically disqualify a qualified applicant from consideration.

Consistent with the SF Fair Chance Ordinance, an arrest and conviction record will not automatically disqualify a qualified applicant from consideration.

Goodwin Procter LLP is an equal opportunity employer. This means that Goodwin Procter LLP considers applicants for employment, and makes employment decisions without unlawful discrimination on the basis of race, color, gender, gender identity or expression, age, religion, national origin, citizenship status, disability, medical condition, genetic information, marital status, sexual orientation, military or veteran status, or other legally protected status.

To request a reasonable accommodation to participate in the job application or interview process in the US, contact the Benefits Department by email or by phone at 617-570-1800. To request any disability or neurodivergence related accommodations to participate in the job application or interview process in the UK or Germany, please email the Recruiting Department. Any information you provide will be in the strictest confidence, and only used for the purpose of providing the accommodations needed. Requesting accommodations will not adversely affect the outcome of your application.

Please note: Various agencies of the United States government require employers to collect information on applicants and employees. The National Association of Law Placement (NALP) and certain clients request us to keep track of certain aggregate information regarding lawyers. EEO information requested on this application is for purposes of compliance with these recordkeeping and reporting requirements and to determine recruiting and employment patterns. Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment.

This position is eligible for overtime: No

The Target Salary Range For This Position Varies By Location And Is Commensurate With Relevant Experience: $155,000.00 - $185,000.00