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Client Relationship Manager

2 months ago

London, Greater London, United Kingdom Crafty Counsel Full time

ABOUT US

Welcome to Crafty Counsel, a vibrant community dedicated to in-house legal professionals, with a mission to foster joy, insight, and connection among them.

Our commercial collaborations are integral to this mission. Legal firms, technology providers, and various entities within the legal domain often seek to engage with, partner with, and promote their services to in-house lawyers. We collaborate with these organizations on event sponsorships, content creation, market positioning, business development, and client insights. Many of these partners are recognized as "Cherished Partners," with whom we engage throughout the year on events, content, and thought leadership initiatives.

Our event portfolio features Crafty Fest, the premier gathering for in-house legal professionals in the UK, attracting around 700 attendees, alongside several other conferences and intimate events throughout the year, including fireside chats and other engaging content.

Beyond events, Crafty Counsel serves as a true Community, with an active online platform where our members exchange vendor recommendations, career opportunities, and general support. An affiliated network of community volunteers organizes "Crafty Locals"—small-scale meetups in various towns and cities across the UK and beyond.

As a growing startup, our team consists of eight full-time employees, with plans to expand by adding up to three more by the end of 2024. We also collaborate with a dynamic network of freelance talent, community volunteers, investors, and advisors.

Our clientele includes prominent organizations from the legal sector, such as LexisNexis, Clifford Chance, Shoosmiths, LawVu, Orrick, Norton Rose Fulbright, Pinsent Masons Vario, LOD, and many others.

THE ROLE

Reporting to the Head of Commercial, you will possess exceptional relationship management skills, ensuring the success of all commercial aspects of the organization, including events and content studios.

Key Responsibilities

  • Lead the renewal process, focusing on securing and upselling, with revenue retention exceeding 100% year over year.
  • Build enduring relationships with existing clients, expanding these connections into other departments, regions, and product offerings.
  • Gain a deep understanding of our partners' motivations and commercial drivers, even if you lack prior legal industry experience.
  • Oversee the seamless execution of each commercial partnership, coordinating with other functions as necessary while maintaining oversight of delivery.
  • Encourage some new sales activities, although the primary focus will be on renewals and upsells.
  • Maintain all sales pipelines and facilitate cross-functional communication as needed.
  • Engage in contract drafting and negotiation, with templated processes and escalation to the CEO or Head of Commercial for intense negotiations.
  • Supervise our Team EA to ensure proper filing of contracts and maintenance of internal deliverables lists, along with other backend commercial functions.
  • Ideally, possess data-savvy skills to manage our commercial data, including HubSpot and Notion accounts, seeking opportunities for data utilization, streamlining, automation, and visualization.
  • Keep HubSpot and Notion records updated to ensure accurate tracking of current and potential clients.
  • Manage your schedule effectively and prioritize tasks independently.
  • Conduct regular check-in meetings with key clients to ensure they derive maximum value from their partnership with us.
  • Attend selected events to assist with client execution, ensuring they receive the full benefit of their partnership—this may involve occasional early starts or late finishes.
  • Emphasize hospitality and partner satisfaction, finding innovative ways to surprise and delight our partners.

Success Metrics

  • Achieve revenue targets, particularly maintaining revenue retention above 100%.
  • Ensure our partners continue to value and prioritize their relationship with Crafty Counsel.
  • Enable the Head of Commercial to focus on broader commercial strategies.
  • Maintain confidence in our commercial operations, ensuring they are executed to exceptionally high standards.
  • Provide clear visibility into our progress toward achieving commercial goals from our existing client base.
  • Implement process efficiencies, including automation, to reduce team time on projects.
  • Contribute creative ideas for enhancing partnership materials and collaborate with marketing to bring these ideas to fruition.
  • Foster strong relationships with colleagues, clients, freelancers, and the community.
  • Leave a noticeable impact on our events, projects, partnerships, and systems.
  • Demonstrate a keen interest in the legal market, particularly in legal technology, and a desire to deepen your understanding of this client segment.

WHO YOU ARE

Essential Qualifications

  • Proven sales expertise with 4+ years of experience in cultivating and maintaining a loyal client base.
  • Excellent interpersonal skills, capable of effective communication with diverse stakeholders.
  • Superior written communication skills for interactions with both the team and clients.
  • Familiarity with Google Suite and ideally experience with HubSpot, Notion, DocuSign, LinkedIn, and a quick learning ability for new tools.
  • A proactive, solution-oriented mindset, always seeking answers and improvements.
  • A genuine commitment to exceeding client expectations, as we carefully select our partners to deepen our relationships.

Preferred Qualifications

  • Knowledge of the legal industry.
  • Experience in project management.

OUR VALUES

We hold our values in high regard: Community First, Creativity, Curiosity, Humility, Integrity, Joy, Long-Term Thinking, and Security. We are eager to share more about these principles during the interview process.

We seek a candidate whose values align with ours and who can contribute positively to our strong team culture.

WORKING ENVIRONMENT

We operate in a hybrid work model, with our primary base in central London. This means:

  • All team members work together in person on the first business day of the week.
  • The rest of the week, teams determine their own schedules based on business needs.
  • In this role, expect to work in the office at least two additional days each week, as we value face-to-face interactions with the team, clients, and community.
  • Attendance at events may be required, which could involve early starts or late finishes.
  • We offer a flexible and humane work model, with the expectation of regular visits to London.
  • Remote work is permitted for up to four weeks annually when events are not scheduled.
  • Once a year, we hold an overnight team offsite in a UK location.

BENEFITS

  • Competitive salary up to £50k base, plus performance bonuses based on experience.
  • Annual budget of £500 for learning and development, conferences, memberships, and other professional resources.
  • £250 annual grant for work-from-home equipment, in addition to the provided laptop.
  • 25 days of holiday, plus UK public holidays and your birthday off.
  • Comprehensive maternity and paternity policies.
  • Private medical insurance.