Job Description

A career as a Client Services Manager (CSM) at Fragomen career 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 Business Immigration Professionals learn from the industry's leading experts. Our firm commitment to quality and best practices is supported by technological innovation that benefits our clients and staff. Providing world class client service and industry leading technology solutions, Fragomen helps our clients to navigate the complex world of global immigration to better achieve their goals. This role is dedicated to one of our key global clients, and requires someone who is client focused and able to leverage internal resources to help client achieve their strategic mobility objectives, and to coordinate regional teams to help grow the client relationship, innovate processes and expand services. This person will help train and develop teams on best practices, and work closely with client contacts in all regional locations. The CSM will also be responsible for working with contacts throughout the firm and align on client priorities.
In this role and as part of the Client Services team, you will:
Client Relationship Management

• Sustain, nurture, and grow relationships with major corporate clients, becoming trusted advisor to internal and external stakeholders and advising client on strategic issues related to service delivery or immigration compliance
• Proactively help clients to navigate tough immigration terrain by identifying client immigration solutions and understand current client activity
• Play an active and central role in the implementation of projects and phased rollouts
• Stay abreast of important developments in the law and issue spots with respect to future opportunities/issues
• Participate in Client Review meetings, quarter and annually, and on regularly scheduled client status and review calls
• Collaborate with clients to facilitate maintaining compliance obligations in regional jurisdictions

• Identify operational weaknesses or areas for improvement within Fragomen and address with appropriate practice manager or partner
• Develop and maintain client specific protocols; insure that the client protocols are uploaded into the company document tab and available on a case level basis
• Provide on-going client specific training to the case teams as appropriate
• Contribute to technical training/precedents, including, but not limited to reporting, case management, and billing

• Utilize critical thinking to consider the big picture and broad impact of actions and solution when making decisions.
• Evaluate decisions in strategic context, where there are many unknowns, reviewing and adapting as the context develops and changes.
• Engage with management to support development of strategic guidelines.
• Demonstrate ability to assess situation and leverage firm resources and internal teams for effective solutions

• Comes with 5 to 10 years of relevant work experiences in an immigration law firm, consultancy, department, or corporate immigration function
• Systems and process acumen, to ensure efficient and effective procedures
• Excellent people management skills when dealing with internal clients across the Firm; especially working with a global team while advocating for regional nuances
• Ability to generate clear, well-organized written work-product for an internal and external audience
• Experience playing a key role within the team to promote an efficient and effective team culture
• Ability to prioritize own work and team's work and take on multiple projects
• Excellent organizational skills, including a strong facility with case management reporting analytics
• Exercises excellent judgment