Who we are and what we offer you
Harbor is a trusted guide and expert partner of the world’s leading law firms. We help our clients get the most from their critical business applications and the data these applications hold. We also have long-standing partnerships with both Elite Technology (formerly Thomson Reuters Elite), Intapp, NetDocs and iManage. We work alongside them to develop products and implement that give our clients the maximum value, opportunity and advantage. We also provide Managed Services that enable our clients to continue to maximise the value of their business systems and data.
As a leading global consultancy, we deliver projects and services to the largest law firms both in the UK and internationally. We have operations in the UK, US, and Europe.
Your role
Client Account Managers work alongside and support the Managed Services Delivery teams (typically with the MS Heads) and administrative team, and act as a key contact and escalation point for our Managed Services Clients. In effect they co-ordinate key activity across the accounts outside of day-to-day service delivery and act in a relationship management capacity with key client stakeholders. They ensure that the delivery teams have the space to deliver and provide clients with the reporting and administrative elements that they need to ensure our contracts are meeting the terms on which clients signed. They play a major role in ensuring client satisfaction, renew and expand their contracts, and where possible are always looking to get the best value out of add on services and revenue from each account into the wider Harbor project teams. They will be involved in activities that span the lifecycle of a Managed Services client from business development and supporting the Global Head of MS and the Sales team with sales and BD activity, through to on-boarding new clients, and onto daily account management.
The role demands diplomacy, task/project co-ordination, strong stakeholder management and organisational skills. They could be thrown any number of activities to ensure the client contract remains successful and will work with numerous parties both within Harbor and with clients to deliver on this.
Reporting into the Lead Client Account Manager and working to a standard methodology set across all accounts, this role is pivotal in ensuring we retain and grow a portfolio of Application Managed Services clients and contract. As a growth area in the business, the ability to be flexible and proactive and work with a busy and expansive set of accounts is crucial. This role will also have input in to the operational elements of the services by feeding in client requests for service improvements and working with the team to implement them.
Is this you?
Rather than a definite Harbor ‘type’, we’re looking for someone who is a winning blend of various talents. So we’re never overly prescriptive in what we ask for.
While it would be great if you’ve already worked in the legal or software or professional service industries, we’re really looking for a good mix of aptitude and attitude.
Any of the following would also be an advantage:
* Account or Relationship Management experience and strong senior stakeholder management experience
* Experience of managing or working within a team on software delivery projects or working within a service desk environment
* Experience of managing budgets on projects or for a team
* Knowledge, understanding and experience of a business operations environment where service delivery is managed and measured to set standards to external or internal clients
* Ability to work in an environment of change and uncertainty with sound judgment under pressure
* Ability to liaise with internal and external teams and to brokersituations that are sensitive across the parties involved
* Ability to manage a high volume of work and diverse range of activities
* Excellent communication skills, both verbal and written and demonstratable presentation skills
* Ability to lead meetings and presentations and to compile concise reports
* Good influencing and negotiating skills
* Ability to work both alone and across various teams and to co-ordinate activity
Additional information
The role will be based in the UK, full-time - 40 hours per week. This can be worked remotely or in a hybrid capacity from our Bristol or Sevenoaks office
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