Experience Manager

We have an exciting opportunity for an Experience Manager in the Atlanta, Austin, Houston or Washington, DC office at Eversheds Sutherland (US) LLP.

We are searching for someone who wants to be a valued contributor and member of a talented and dynamic team of lawyers, paralegals and business professionals.

The Experience Manager will work within the firm’s US business development team to oversee our Foundation experience management solution.

The ideal candidate will have a robust understanding of law firm practice and operations, legal terminology, and a talent for engaging with lawyers and other legal professionals.

This role is centered on fostering relationships, understanding the needs of our lawyers, and ensuring that our experience management system supports the firm's business development goals and enhances our client services.

Responsibilities and Duties :

• Serve as the primary relationship manager and product owner for the firm’s client experience system ( Foundation ).
• Collaborate with lawyers and business leaders to understand business requirements and how Foundation can enhance their client service and business development efforts.
• Curate the Foundation roadmap and communicate the benefits and capabilities of the platform with partners and stakeholders in a clear and compelling manner.
• Gather and synthesize feedback from legal teams to inform continuous improvement of the experience management system.
• Facilitate education, training and adoption of Foundation among lawyers and business professional end users, emphasizing its role in client intelligence.
• Advocate for the user experience and oversee configuration, ensuring Foundation is intuitive and valuable to the firm's business development efforts.
• Oversee user access and liaise with technical resources to translate legal team needs into practical system enhancements, without the necessity for in-depth technical expertise.
• Ensure that the use of Foundation aligns with the firm's strategic objectives and contributes to the overall growth and success of its legal services.
• Champion the benefits of effective experience management and its impact on client satisfaction and business outcomes.
• Additional tasks as assigned.

Knowledge, Skills and Abilities :

• A Bachelor’s degree from an accredited college or university is required, preferably with an emphasis in Business Administration and Marketing.
• A minimum of 5 years of professional experience in a business development or marketing role within a law firm or legal environment.

Experience with the Foundation platform strongly preferred; experience with comparable system considered.

• Proven experience in a law firm business development role, with an emphasis on marketing technology and a deep understanding of the legal profession and its unique dynamics.
• Strong interpersonal skills with the ability to influence and engage effectively with lawyers and other legal professionals at all levels.
• Ability to articulate the value of digital marketing technologies in supporting business development and client service efforts within a law firm context.
• Familiarity with experience management concepts and their application in a legal environment.
• Exceptional communication skills, with the ability to translate between legal business needs and system capabilities.
• Demonstrated ability to drive adoption of new initiatives and foster a culture of innovation and continuous improvement.
• Adept at learning and understanding new systems and processes without requiring extensive technical background.

This is a hybrid role and will require on-site presence 3 days per week. Salary is commensurate with years of relevant experience & geographic location.

The range for this position is $95,000 - $145,000.

Eversheds Sutherland (US) LLP is committed to promoting diversity and inclusion within our Firm and in the larger legal profession.

We believe that diverse skills, knowledge and viewpoints make us a stronger firm. Eversheds Sutherland (US) LLP maintains a policy of affording all employees and applicants equal employment opportunities without regard to actual or perceived race, color, religion, sex (including pregnancy, childbirth, lactation and related medical conditions), sexual orientation, gender (including gender identity or expression or transgender status), national origin, age, disability, genetic information, marital or familial status, domestic violence victim status, ancestry, amnesty, citizenship status, ethnicity, military and veteran status, or any other characteristic protected by applicable law.

Unlawful discrimination, harassment and retaliation will not be tolerated in any of the Firm’s offices or any other work-related setting.

Qualified individuals with a disability may request a reasonable accommodation in order to apply for a position or to enable them to perform the essential functions of a position for which they are otherwise qualified. EEO.