What are the responsibilities and job description for the Associate Client Relationship Manager position at CSC?
Associate Client Relationship Manager
Salem OR
On-Site or Hybrid depending on location
Mon-Fri 11am-8pm PST
About the Role
We are seeking a Client Relationship Manager (CSM) to provide high-touch, concierge support to our most strategic and demanding client-large law firms that rely on our services to operate efficiently, securely, and successfully. This role requires a combination of excellent communication, client relationship management, and problem-solving skills. You will serve as a trusted advisor and the first line of support for key legal clients, ensuring their needs are met with urgency, accuracy, and professionalism. Strong market knowledge of working with high-pressure, fast-paced corporate deal transactions is a plus!
Key Responsibilities
Client Relationship Management:
Serve as the primary point of contact for assigned large law firm accounts.
Collaborate and assist in coordinating the client work among the client support team.
Develop strong trusted relationships with legal administrators, attorneys, and CSC’s cross-functional teams.
Understand each client’s business model, workflow, and service expectations to tailor support accordingly.
High-touch personal presence with the client including regular phone calls and in-person client visits (as needed).
Support & Issue Resolution:
Respond to inquiries and manage service requests through phone, email, and chat with a sense of urgency and care, including entering orders into CSC’s systems.
Own complex issues from start to finish, coordinating with internal departments (e.g., Technical Support, Product, Billing) to ensure timely resolution.
Escalate critical client concerns appropriately while maintaining communication and managing expectations.
Account Monitoring & Proactive Support:
Monitor client activity and identify potential issues or areas for improvement before they impact the client.
Provide proactive outreach, including usage reviews, system updates, and process enhancements.
Assist with onboarding, product training, and best practice recommendations.
Commercial mindset to help inform clients about other services that can help support their business needs.
Documentation & Reporting:
Maintain accurate records of client interactions, support tickets, and service milestones.
Provide regular updates to account managers or client success teams on account health and risk indicators.
Qualifications
Required:
3–5 years of experience in customer service or account management, preferably in a B2B or professional services environment.
Experience working with law firms, legal clients, or in a legal tech company is strongly preferred.
Exceptional communication skills, both verbal and written, with a polished, professional demeanor.
Ability to manage multiple high-priority tasks in a fast-paced environment.
Strong technical aptitude with the ability to learn and support software platforms and tools.
Problem-solving mindset with a client-first attitude.
Preferred:
Familiarity with legal industry workflows, terminology, and systems (e.g., document management, billing, case management).
CRM or support software experience (Salesforce, Zendesk, HubSpot, etc.).
Key Traits for Success
Proactive, empathetic, and solutions-oriented
Highly organized with attention to detail
Comfortable working with demanding clients and navigating complex service scenarios
Collaborative and team-oriented, with a focus on long-term relationship building
What You Can Expect from Us
Our business is exciting, ever-changing, and highly focused on creating the best client experience. If this sounds like the right fit for you, read on to learn more about how we support our employees as they transition into CSC:
Professional, engaging, and comprehensive training to introduce our business and the industry, supplemented with on-the-job training
An on-team mentor to provide additional day-to-day support during your onboarding
Collaborative team environment
Supportive leaders committed to your professional development and growth
Complimentary access to Open Sesame, monthly job-related recurrent training, and more
Flexibility for our employees by offering a hybrid work schedule
A clear vision, mission and values centered around our promise to provide world-class service to our clients