Job Description
About the Role: Fragomen, an AMLaw 100 Firm and the leading global immigration services provider, is seeking a Client Enablement Senior Manager (CESM), who will join as a Subject Matter Expert within the Client Enablement Team. The CESM will be responsible for enhancing the client experience (CX) and infusing the practice of CX into service delivery for newly onboarded clients at Fragomen. In addition, the CESM will work with our highly experienced and skilled legal teams on client re-imagination projects. This individual will provide exceptional service to internal clients by developing relationships with key stakeholders, understanding client’s perspectives and needs, and swiftly and accurately responding to client communications. A successful candidate will demonstrate exceptional experience, overall satisfaction, and client retention.
How will you make a difference as a Client Enablement Senior Manager at Fragomen?
- Client Experience (CX): For re-imagined clients, the CESM will focus on elevating the client’s experience.
- In collaboration with the Senior Director of Client Enablement, develops firm-wide best practices and strategies for client-specific workshops, protocols, and decks and continuously looks for opportunities for process improvements.
- Program Delivery: When engaged by the legal team, the CESM will oversee the client project to ensure accounts are meeting client expectations, SLAs, and deliverables with consistent standards.
- Function as a dedicated point of contact for internal and external stakeholders and assist legal teams during the onboarding process by fielding external stakeholder inquiries and performing data analysis.
- Address major escalations (as required by the Account escalation path) to proactively manage issues and ensure systemic fixes are made to prevent future occurrences.
- Drive cross-functional efforts in support of client program management.
- Stakeholder Engagement: Collaborate with internal and external client stakeholders, supporting partners, client service managers, and associates during the onboarding process, fostering relationships and sustaining confidence from internal teams as a trusted partner who provides strategic direction of client best practice programs.
- Establish and drive client-centric service reviews to address areas such as policy development, protocols, program and process improvements, customized communications, management reporting, transition project management, client satisfaction, and outsourced support.
- Knowledge and Training: Take responsibility for Client Enablement re-imagination and department-specific training, materials and protocols.
- Ensure client-specific needs and expectations are clearly communicated with account teams to enable training across global legal teams.
- Technology: Collaborate with the Product Development and additional IT teams to champion technology advancements, including opportunities for automation and/or using existing technology with a strategic focus on streamlining existing processes/reporting capabilities and enhancing user experiences.
- Collaborate with IT to ensure technology enhancements are executed on behalf of the client.
- Business Development: Collaborate with Marketing, Relationship Partners, and the Client Engagement Team by participating in RFPs that showcase the firm’s technology, including relevant data and reporting capabilities, and highlight the new client Onboarding Journey.
- Solve unique problems for own internal clients and stakeholders that have a broad impact on the business, continuously looking for and implementing process or product improvements, exercising judgment, and identifying innovative solutions.
- Understand the business and financial objectives of own region and develop and implement functional strategies to support them.
- Lead complex functional projects and indirectly lead functional teams.
- Ensure Best Practices: Ensure self and team follow documented firm standards and policy to mitigate risk and ensure regulatory, operational, and client compliance (e.g., complete mandatory training such as Data Privacy, follow Client Protocols, etc.).
- Foster a culture of collaboration across teams locally, regionally, and firmwide to ensure best practices.
Leverage your valuable skills and experience to make an impact at Fragomen:
- Bachelor’s Degree strongly preferred, while strong experience in the immigration industry or related industries will be considered.
- 8+ years of relevant industry experience, including immigration experience.
- 8+ years of indirect or direct supervisory experience, inclusive of performance management.
- Excellent communication and collaboration skills across business, technology, and data teams with a client service mindset.
- Ability to prioritize, meet deadlines, and manage data-related risks and escalations efficiently.
- Proven ability to coach, lead, and motivate the team to meet strict project deadlines.
- Determine and adjust team and individual project objectives.
- Monitor and analyze department work to develop more efficient use of resources while maintaining a high level of accuracy.
- Create an environment that fosters passion and teamwork, conducting feedback sessions, maintaining accountability, and establishing goals for continuous improvement.
Benefits:
At Fragomen, we know that great people make a great organization. We value our people and offer employees a broad range of benefits which includes:
- 22 PTO days + Federal holidays
- Medical, Dental, and Vision plans + FSA & HSA Plans
- 401K plan, with company matching
Learn More About Fragomen:
Please take time to read About Us, explore the Meaningful and Impactful Work we do for our clients, and review the standard Benefits we offer. You can find all the material to the right of this page.
