Job details

Client Relations Manager

Client Relations Manager at Martindale-Avvo - Newark, NJ

Martindale-Avvo is seeking a dynamic and experienced Client Relations Manager (CRM) to join our growing team in our office located in Newark, NJ, conveniently connected to Newark Penn Station for easy transit connections. This position is critical to our mission as we bring together two of the largest networks in the legal marketing industry—Martindale and Avvo—to offer an industry-leading suite of digital advertising, leads, and reputation services tailored for small and medium-sized law firms across the country.

Role Overview:

As the Client Relations Manager, you will lead a team of 8-12 Account Managers responsible for consistently achieving upsell and churn reduction quotas. Your primary focus will be driving revenue growth and client retention by aligning our comprehensive suite of legal marketing services with the needs of SMB law firms. We are at an exciting juncture of change, and your experience in managing and driving change within an Account Management or Customer Success organization will be vital to our success.

Key Responsibilities:

Team Leadership: Manage, coach, and develop a team of Account Managers, ensuring they are equipped to meet and exceed monthly recurring revenue (MRR) targets and minimize client churn.
Performance Management: Analyze key business metrics to maximize territory performance, create tactical solutions, and assist in their execution to achieve consistent and measurable results.
Employee Development: Foster a culture of continuous improvement through routine goal setting, mentorship, and hands-on coaching, focusing on enhancing the skills of both new and experienced Account Managers.
Client Relationship Management: Resolve complex client management situations with professionalism and poise, ensuring timely and effective solutions.
Collaboration: Drive business advancements within the Services Organization and across Martindale-Avvo through creative collaboration, always with a focus on customer-centric outcomes.

Qualifications:

Sales Experience: Minimum of two years of sales experience with a proven track record as a top producer in driving revenue growth.
Leadership Skills: Outstanding leadership capabilities that inspire and empower your team to excel. 3+ years of managing Account Managers or Customer Success Managers is strongly preferred.
Analytical Aptitude: Strong analytical skills with the ability to leverage data in innovative ways to drive business decisions.
Communication Skills: Exceptional written and oral communication skills to effectively collaborate with your team of AMs, peers and senior management.
Organizational Skills: Excellent time management and organizational capabilities, with the ability to perform under pressure amidst changing business dynamics.
Change Management: Experience in driving change within an account management or customer success management organization, especially in B2B services.

Location:

Martindale-Avvo's Newark office is located in the vibrant downtown area, connected to Newark Penn Station, providing easy access to transit options. We currently operate on a hybrid in-office schedule (minimum of 3 days in office). Join us in this exciting environment where we’re transforming the legal marketing landscape.