Senior Strategic Account Manager

4 weeks ago

London, United Kingdom ASHURST BUSINESS SERVICES LIMITED Full time

Ashurst is a leading progressive global law firm with a rich history spanning more than 200 years. We are proud of our history and are future-focused, having expanded into new technologies through our NewLaw division, Ashurst Advance, and our consulting arm. Our in-depth understanding of our clients and commitment to providing excellent standards of service have seen us become a trusted adviser to local and global corporates, financial institutions and governments in all areas of commercial law. Ashurst's Clients Market's & Growth (CMG) team is located in major cities across EMEA, Asia Pacific and the US. We focus on industry solutions and client experience, driving campaigns, leveraging client insights, and managing strategic initiatives to service our client's needs.
The role of the Senior Strategic Account Manager (SAM) constitutes a leadership role within the individual strategic client team, and an important role within the Clients, Markets & Growth infrastructure. SAM's are primarily responsible for proactively and independently driving purposeful, impactful internal collaboration and client engagement, leading to excellence in client account performance on many levels, diversification of relationships and strategic growth.
This role will focus on driving growth for a portfolio of Strategic Clients, working closely with the relevant Client Relationship Partners (CRPs) and Client Support Team.
Proactively seeking and interpreting the voice of our clients is an essential element of relationship management. Establishing the cadence of multi-channel feedback for each client account, influencing partners around the importance of regular and impactful client listening.
Regularly reporting back to CRPs and Client Service Team on results, trends, opportunities and risks identified.
Using insights to enhance service delivery and identify opportunities for product and solution development and or new initiatives and as well as remedy anticipated issues.
Working collaboratively across the CMG function to deliver insights that supports each function to shape strategies and approaches e.g. pursuits/ RfP.
Proactively and independently build relationships with strategic contacts at the Strategic Clients you support, supporting CRPs as a primary Ashurst relationship contact at the client, across legal, operations and procurement teams.
Be the central contact point for panel arrangements, client operations and billing and pro bono/inclusion, diversity & belonging (ID&B) initiatives. Act as an internal advocate/voice of the client in decision-making amongst the CRPs and Client Support Team.
Confidently facilitate (host) social and training related engagements between the client and the firm.
Performance Excellence
SAMs take a leadership role in monitoring, driving and enhancing client performance excellence by:

~ Understanding and reviewing firm reporting and performance metrics.

~ Demonstrating an ability to articulate financial and other performance challenges and providing solutions to remedy.

~ Collaborating with CRPs to drive behaviour and process change to achieve or exceed performance benchmarks.

To support this, a SAM will:

Have a thorough understanding of the suite of client reports (financial and activity) and the various key metrics which comprise the firms priority client performance measurements (KPIs/OKRs and financial metrics).
Lead the account planning process, working collaboratively with CRPs and other stakeholders to set relevant performance improvement KPIs/OKRs.
Work with the Ashurst Service Central (ASC) and other internal teams to ensure regular high quality financial and non-financial reports for clients and internal stakeholders.
Forecasting, strategic pricing, profitability deep dives, process enhancements around working capital, billing, invoicing processes to improve current position.
Strategic Planning
SAMs play a key role in facilitating and managing multi-dimensional account planning processes. This incorporates driving the annual relationship review and recalibration around the strategic focus of each Strategic Client. SAMs are also responsible for the firm's response to key opportunities or risks identified throughout the course of the year. To support strategic planning, a SAM will:

Proactively lead on strategic client planning, drawing on best practice, tools and resources to deliver on the client strategy and to achieve or exceed performance benchmarks.
This should include a focus on deepening the client relationship through diversification of services and solutions, across regions, practices and Ashurst's legal, Risk and New Law offering.
This includes a high level of collaboration with the relevant Industry teams, as well as Consulting & Governance and Ashurst Advance Divisions to ensure that the Strategic Client portfolio is being proactively engaged around challenges or opportunities facing similar organisations. Proactively promote and facilitate sharing of client insight, movements and intelligence across the client teams.
Leadership and Resource Management
SAMs are responsible for demonstrating leadership capabilities across the Client Service Team, and beyond, including advocating for best practice and leading the way as a change-maker for their Strategic Client portfolio.

Drive a coordinated, joined-up and cohesive team and promote CRM best practice, locally and globally across the CMG function.
Work with CRPs to develop an engaged and motivated Client Support Team that aligns to, and supports, key priorities.
Coach partners and lawyers to maximise CRM effectiveness.
Ensure that all client activities and duties are carried out in full compliance with our regulatory requirements and internal policies, as well as delivering on Relationship Agreement commitments such as the coordination of secondments, pricing agreements and other value-add services.
Actively manage the BD budget and expenditure for their Strategic Client portfolio, ensuring alignment of expenditure to strategic objectives and measuring return on investment.
Strategic client account management or similar relevant experience, gained within law or another professional services environment.

~ As a senior member of the Markets & Growth team, leads by example.

~ Strong interpersonal skills, with a proven ability to build trusting relationships with the partnership and business services.

~ Inherent drive to succeed, and proven ability to develop and execute solutions to short term barriers and setbacks.

~ To comply with regulatory and client requirements, Ashurst will undertake appropriate vetting of staff. These checks are only undertaken with consent, and in accordance with our legal and regulatory obligations.
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