Client Services Manager

Job Description

: Fragomen’s Client Services Manager role gives you the opportunity to work with a smart, motivated, and diverse peer group. Our exclusive focus on immigration means you will work in an exciting, ever-changing, and challenging environment with people who are passionate about immigration. Working in a collegial, team-oriented environment, Fragomen Client Services Managers work with the industry's leading experts. Our firm commitment to quality and best practices is supported by technological innovation that benefits our clients and staff.

Client Services Managers have a consultative mindset and the desire to put the client first and consistently exceed expectations. As the leading global immigration services firm, our global program management model provides us with an advantage over our competitors by allowing us to provide a seamless and team-based approach to delivering exceptional service. We are looking for a strategic thinker who can not only manage people, projects, and programs; but who can meaningfully transform business intelligence, data, and knowledge into client solutions.

Our Client Services Manager job is a challenging and rewarding opportunity to provide solutions to a diverse client base, ranging from Fortune 500 clients to start-ups, while being a part of an industry leading team.

How will you make a difference as a Client Services Manager at Fragomen?

Client Service Delivery

• Manage overall client relationship, eg. understanding their business and culture, facilitating communication, ensuring adherence to client timelines, protocols, and SLAs (Service Level Agreements), etc.
• Use a client-first mindset to drive the objectives of the client’s business and immigration program.
• Proactively address client escalations, lead high touch calls, and provide accurate and relevant client reporting. 
• Guide clients to continuously improve and optimize their immigration policies and programs. 
• Identify opportunities for business process efficiencies.
• Facilitate communication and engagement between the client and practice teams.  

Project Management, Strategy & Innovation

• Partner with clients to develop and execute legal strategies on a global level.
• Advise clients on strategic issues related to service delivery and immigration compliance and risks.
• Provide strategic guidance and analyses regarding business, hiring, mobility and workforce trends.
• Collaborate with clients and colleagues to launch innovative solutions to immigration challenges.
• Play an active and central role in the implementation and management of projects.
• Guide clients to continuously improve and optimize their immigration policies and programs.
• Leverage client data to provide valuable business insights and incorporate business intelligence and data analytics into business and operational solutions for clients.

Business Development & Account Growth

• Identify and develop business opportunities with new and existing clients.
• Participate in Business Development activities through networking and formal RFP (Request for Proposals) processes.
• Submit articles for publication and speak at internal and external events.  

Training & Knowledge Management

• Deliver the Knowledge resources of the firm to develop training plans and presentations on global immigration trends, country-specific updates, compliance obligations, and immigration systems for internal practice teams and clients.
• Assist in developing training plans and presentations on global immigration trends, country-specific updates, compliance obligations, and immigration systems for internal practice teams and clients.
• Train new employees and directly or indirectly supervise staff, providing mentoring, coaching, and performance management.
• 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.).

Leverage your valuable skills and experience to make an impact at Fragomen:

• MBA or JD preferred

• At least eight (8) years of experience in a senior level capacity with an immigration law firm, corporate immigration function, or consulting firm
• Management experience strongly preferred
• A client-service mindset and comfort working in a fast-paced environment
• High EQ and ability to translate complex subject matter into an actionable solution
• Ability to multi-task, spot issues, pay attention to detail, and exercise good judgment
• Excellent written and verbal communication skills, including the ability to proofread documents, draft fluent prose, and avoid grammatical mistakes without the aid of AI engines
• Experience using various computer systems, including MS Word and Excel
• Ability to inspire, motivate and lead direct reports and other members of the team

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.

Compensation:

The salary range for this role takes into account many factors that are considered in making compensation decisions including but not limited to the individual’s skills, experience, qualifications, work location, work arrangement, licensure and certifications, and applicable laws. It is not typical for an individual to be hired at the top end of the range for their role and compensation decisions are dependent on the factors noted.

A reasonable and good-faith estimate of the current salary range for individuals able to work a hybrid schedule in the office locally is:

$109,000.00 - $125,000.00

You may also be eligible to take advantage of our benefits offering, 401K, and paid time off plans.