THE ROLE We are seeking a highly skilled and experienced Manager with expertise in the LexisNexis Interaction / Salesforce CRM system. You will be responsible for overseeing the implementation, maintenance, and optimisation of our CRM system to drive customer relationship management initiatives. Your role will involve collaborating with cross-functional teams, managing data integrity, and leveraging CRM analytics to enhance customer engagement and drive business growth. JOB RESPONSIBILITIES CRM Strategy Development: - Develop and execute a robust CRM strategy aligned with the firm's objectives to enhance client relationships and service delivery. - Champion usage of CRM among Partners, Counsels and Executive Assistants. - Liaise with Business Development team and Legal Leadership to understand and respond to their special cases on CRM Data Management and Analysis: - Oversee data collection, management, and analysis to ensure accurate client records and segmentation. - Utilize data insights to inform marketing campaigns, focused new client acquisition, improve client services, and identify opportunities for growth. - Govern data quality of the CRM, in partnership with Contact Management and Accounting. Client Engagement: - Design and implement targeted client engagement programs to foster long-term relationships and increase client satisfaction. - Manage client feedback initiatives to assess service quality and implement changes based on client insights. Collaboration and Training: - Collaborate with various departments (e.g., marketing, business development, conflict management / risk, revenue management and billing) to integrate CRM tools into daily operations. - Train Legal Leaders, Business Development team and EAs on CRM systems Technology Management: - Stay current on CRM technology trends and recommend enhancements to improve system capabilities. - Explore and deploy use cases of adjacent technology such as ONA and Reputation Management. Reporting and Metrics: - Track and report on CRM performance metrics, providing actionable insights to leadership for strategic decision-making.at Practice, Client, Initiative and Opportunity Level - Deploy FP&A- skills to drive Budgeting and Tracking on Sales. - Track and model origination credits aggregated to Partner, Practices, Sectors and Officers. - Recommend ways to increase return on investment on Business Development spends. CANDIDATE PROFILE Education & Experience - Bachelors/Masters degree in Business Administration, Marketing, Engineering, Law or a related field. Relevant certifications are a plus. - 8-15 years post-qualification experience in managing CRM system such as Sales Force or LexisNexis. - Experience in global law firm, professional services firms and partnership firms is an advantage. Competencies (Skills & Attributes) - Detail-oriented mindset with a focus on data integrity and accuracy. Ability to adapt to evolving technologies and learn new CRM systems quickly. Prior experience in training and supporting CRM users is preferred. - Strong communication and interpersonal skills to effectively collaborate with cross-functional teams and stakeholders. - Excellent leadership, communication, and interpersonal skills, with a proven ability to collaborate effectively across departments. - Experience in developing training programs and fostering a culture of data sharing in business development. - Strategic thinker with strong project management skills and the ability to prioritize tasks effectively. Show more Show less
INCLUSION Experience in B2B PRESALES / BUSINESS DEVELOPMENT is mandatory EXCLUSION We will NOT be able to consider applicants with experience in MARKETING / DIGITAL MARKETING / BRAND MANAGEMENT / CATEGORY MANAGEMENT / MERCHANDISING THE ROLE This role will support the Firm's growth by driving business development initiatives, managing client outreach, and enhancing market visibility. This role involves coordinating strategic planning, developing marketing and pitch materials, supporting events and sponsorships, and maintaining key business intelligence. The individual will work closely with partners and cross practice teams to ensure alignment with the Firm's objectives and effective positioning in the legal market. The incumbent will be a part of a team which is responsible for: - Leading significant strategic change projects across the Firm - Driving business development efforts for the wider Firm - Being repository of relevant market intelligence - Enhancing Firm's branding and profile with efficient internal and external communication Span of Control: drive business development initiatives, including client outreach, marketing and pitch materials, events, partnerships and sponsorships Qualification: MBA / Graduate from a Tier 1 institute Post Qualification Experience: 4-8 years in B2B Business Development Designation: Assistant Manager Location: Mumbai Reporting to: Executive Director JOB RESPONSIBILITIES The incumbent will primarily be in charge of: Strategic Planning - Understand the Firm's and the identified practice's strategic plan and ensure that the Firm's business development objectives support the overall plans. - Assist in the development and execution of annual business plans for identified practices. - Proactively work with partners to target and develop clients. - Support the Firm's client development and CRM activities through coordination of client planning, monitoring of activity and reporting, including metrics based on financials and time. - Support the Firms fee-earners in cross-practice collaboration through the marketing of services, including the development of go-to-market materials in cooperation with other practice groups. - Assist on development of new services and deployment of thought leadership content and other profile-raising activities, including publications, sponsorships and events; and - Proactively look for opportunities to share best practice and improve processes. Business Development - Manage proposal development for strategic opportunities, including delivery timelines on large or strategic proposals and presentations, refine value propositions and points of view in adherence to Firm guidelines. - Prepare, coordinate and finalize pitches and capability statements for clients, working with a lead Partner or engagement team, coordinating input from other contributors and giving input into cross-practice pitches as required. - Regularly update pitch collateral, ensure standard pitch data is up to date and fit for use for the Firm/practices. - Identifying potential work opportunities / client onboarding either through industry relationships or using social media platforms including Linkedin and industry databases such as MergerMarket, VCCircle, etc. - Regularly engage with business associations/ communities, including attending key networking events and liaison regarding collaboration opportunities. - Assist partners with client opportunities e.g. (background research, preparation of target lists, note taking/participation in visits with partners, etc.) and track these opportunities. - Database management - create, maintain and work with lawyer teams to update membership lists, client contacts, mailing lists, deals database and so forth. - Assist in coordination of events such as internal trainings, internal meetings, client conferences, client visits and sponsored events as required. - Assist with tracking and reporting of BD activities; and Prepare reports or summaries regarding BD activities and performance. Credentials & Marketing Material - Ensure the Firm's suite of marketing materials, including capability statements, pitch templates, deals lists, and website content (internal and external) are up to date and assist with the creation of new materials to meet developing needs. - Develop materials that can be used to consistently communicate with clients and prospective clients on the major topics of the Firm. - Identify and develop marketing materials required by practitioners in the Firm according to the frameworks and templates defined in the Firm's marketing standards; and - Manage standards and procedures to ensure that the Firm's work experience (deals or matters) is collected on a regular and timely basis and stored in the Credentials Repository. Events & Conferences - Closely engage with trade bodies, industry associations, high commissions, multiplier agencies and intermediaries. - Maintain list of top agencies that would be relevant for our promotion as a law firm. - Keep a close tab on events, conferences, webinars proposed. - Ensure good representation of KCO on prime committees and delegations. - Make recommendations on participation and sponsorship proposals; and - Curate strategy to optimize our presence at events with prime speaker slots and branding CANDIDATE PROFILE EDUCATION AND PRIOR EXPERIENCE - 4-6 years of relevant experience in business development, marketing, or client relationship roles within professional services, consulting, or legal services sectors. - Proven experience in managing proposals, marketing materials, events, and stakeholder communication. - Exposure to cross-functional collaboration and client-facing responsibilities in a high paced, dynamic environment. - Experience with CRM tools, market research platforms, and performance tracking systems - Master's degree in Business Administration (MBA) or equivalent, with a specialization in Marketing, Strategy, International Business, or a related field. - Additional certifications in digital marketing, project management, or strategic planning will be an added advantage. 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You are a highly skilled and experienced Manager with expertise in the LexisNexis Interaction / Salesforce CRM system. Your primary responsibility will be overseeing the implementation, maintenance, and optimization of the CRM system to drive customer relationship management initiatives. This involves collaborating with cross-functional teams, managing data integrity, and leveraging CRM analytics to enhance customer engagement and drive business growth. Develop and execute a robust CRM strategy aligned with the firm's objectives to enhance client relationships and service delivery. Champion the usage of CRM among Partners, Counsels, and Executive Assistants. Liaise with the Business Development team and Legal Leadership to understand and respond to their special cases on CRM. You will oversee data collection, management, and analysis to ensure accurate client records and segmentation. Utilize data insights to inform marketing campaigns, focused new client acquisition, improve client services, and identify opportunities for growth. Govern data quality of the CRM in partnership with Contact Management and Accounting. Design and implement targeted client engagement programs to foster long-term relationships and increase client satisfaction. Manage client feedback initiatives to assess service quality and implement changes based on client insights. Collaborate with various departments (e.g., marketing, business development, conflict management/risk, revenue management, and billing) to integrate CRM tools into daily operations. Train Legal Leaders, Business Development team, and EAs on CRM systems. Stay current on CRM technology trends and recommend enhancements to improve system capabilities. Explore and deploy use cases of adjacent technology such as ONA and Reputation Management. Track and report on CRM performance metrics, providing actionable insights to leadership for strategic decision-making at Practice, Client, Initiative, and Opportunity Level. Utilize FP&A skills to drive Budgeting and Tracking on Sales. Track and model origination credits aggregated to Partner, Practices, Sectors, and Officers. Recommend ways to increase return on investment on Business Development spends. You should have a Bachelor's/Master's degree in Business Administration, Marketing, Engineering, Law, or a related field. Relevant certifications are a plus. Possess 8-15 years post-qualification experience in managing CRM systems such as Salesforce or LexisNexis. Experience in global law firms, professional services firms, and partnership firms is an advantage. You should have a detail-oriented mindset with a focus on data integrity and accuracy. Ability to adapt to evolving technologies and learn new CRM systems quickly. Prior experience in training and supporting CRM users is preferred. Strong communication and interpersonal skills to effectively collaborate with cross-functional teams and stakeholders. Excellent leadership, communication, and interpersonal skills, with a proven ability to collaborate effectively across departments. Experience in developing training programs and fostering a culture of data sharing in business development. Strategic thinker with strong project management skills and the ability to prioritize tasks effectively.,
Roles & Responsibilities [IT HelpDesk Call-Coordinator] Attend user calls for issues and assign it to the available IT executive Oversee the day-to-day operations of the IT helpdesk team Follow ISO27001 processes and procedures. Monitor the progress of support requests and ensure that they are resolved in a timely and efficient manner Identify and implement areas for improvement in the helpdesk process Manage the helpdesk team's budget and resources Compile and report on helpdesk metrics Collaborate with other IT teams to resolve complex support issues Provide training and support to helpdesk team members Follow up will users for their feedback on the resolved issue Updating all asset records and filing of documents. Follow-up with vendors for product pricing, first level negotiation and preparing Purchase Orders. Liaising with accounts team for bills and payment. Timely processing of all IT invoices. Keeping records of page count of all printers and follow-up with the print service provider for supplies and issues. Sending the call-record list on a daily basis to the team. Assisting the reception with guest Wi-Fi access. Maintaining register of people accessing the server and hub room. Ensure IT responds satisfactorily to all users. Good communication skills both oral and written Operate asset management solution and ensuring all IT asset records are updated. Work from All Mumbai offices OWC, EmpireMills (Parel) and OneForbes (CST) office. Technical Competencies 1. User Support User calls / requests to be attended immediately. Incident management (as per ISO27001 processes) 2. Asset Management Asset inventory AMC management (of all IT equipment) Asset disposal with proper records 3. System sourcing RFP Procurement Vendor management Desired Skills and Experience Experience with IT helpdesk management software Experience with ITIL or other IT service management frameworks Experience with project management Experience with technical writing and documentation Qualifications and Requirements Bachelor's degree in IT or a related field 5+ years of experience in an IT helpdesk role Strong technical knowledge of IT systems and software Excellent customer service and communication skills Ability to work independently and as part of a team Ability to multitask and manage multiple projects simultaneously.
Location : The role involves rotation between our offices located in Delhi, Noida, and Gurgaon. Role : On Role / Consultant Job Description Overseeing reception duties, including call management, greeting visitors, and utilizing EPBX systems for reporting. Communicating messages to both internal and external stakeholders via email. Managing conference room logistics, including maintenance, scheduling, and reporting. Proficient in technology, capable of setting up video conferencing and other equipment in meeting spaces. Facilitating call and video conferencing services. Administering the visitor management system and generating related reports. Assisting clients with their needs, including food and beverage arrangements. Coordinating events and seminars effectively. Keeping a detailed log of conference room usage and maintenance activities. Overseeing petty cash and managing expenses within the department. Monitoring office supply inventory and providing timely updates. Reception Management, calls greeting handling EPBX and reports. Passing messages to internal and external members, on emails. Issuing and reporting on stationery orders, along with managing printing and inventory of supplies. Collaborating with facility teams to ensure cleanliness and maintenance of the office environment. Supervising the daily operations of the administrative department and its staff. Improving the overall quality of office services within the Administration and Facilities sectors. Guaranteeing seamless business operations at various sites by preparing Business Impact Analysis (BIA) and Risk Assessment (RA) plans, and engaging in both internal and external audit processes. Overseeing front desk responsibilities and assisting in the coordination of various events. Managing maintenance activities related to administrative and facility systems, such as HVAC, EPABX, UPS, power backup, access control, video management, and public address systems. Managing relationships with vendors, overseeing procurement, drafting contracts, developing policies, and evaluating vendor performance. Responsible for administration and facilities management across multiple sites, emphasizing both technical and soft services. Conducting financial management and analysis based on historical data and future budget projections. Overseeing building management initiatives and engaging with various stakeholders. Working in partnership with multiple departments to guarantee the prompt execution of designated tasks. Administering team interactions, shift rotations, leave applications, and the approval workflow. Creating, assessing, and improving administrative frameworks, policies, and procedures. Ensuring the office is sufficiently stocked and that all equipment is operational and properly maintained. Overseeing compliance in critical areas such as fire safety, labor laws, and Know Your Customer (KYC) standards. Organizing, planning, and promoting office activities, including meetings, conferences, interviews, orientations, and training programs. Gathering, structuring, and preserving information using digital systems and filing techniques. Directing special projects and tracking progress towards the organization's goals. Advancing professional development through engagement in educational programs. Overseeing file management processes, including the storage and retrieval of all files, whether related to litigation or corporate matters, while maintaining continuous coordination with relevant parties. Following up with Advocates/Court Clerks/Team secretaries regarding file cleaning Supervision of File storage area in Record Room as well as floor areas and allocation of identified and recorded space to files Administrative Requirements: A bachelors degree in business administration, management, or a similar field is mandatory. The preferred candidate will demonstrate exceptional leadership skills and effective management of time, tasks, and resources. Essential skills include strong problem-solving abilities, critical thinking, coaching, interpersonal communication, and proficiency in both spoken and written formats. Competence in computer software, especially MS Office, is required. The applicant should be skilled in planning and overseeing various projects and meeting deadlines. Knowledge of budget management, human resources, and customer service practices is a plus. A dedication to continuous professional development through educational initiatives is anticipated. Familiarity with MS Office tools (such as Excel, Word, PowerPoint) and MS Outlook for email and calendar management is essential. The candidate must be reachable via email and phone outside of regular office hours and should be adaptable to either a 9 AM to 6 PM or an 11 AM to 8 PM work schedule. A minimum of 8-10 years of experience in administration, facilities management, procurement, or business continuity is essential, along with the ability to manage teams and oversee multiple locations.