Location: Seattle, WA, Portland, OR or Vancouver, WA (hybrid), or remote within approved states. We welcome applications from candidates residing in Washington, Oregon, Alaska, California, Arizona, Colorado, Idaho, Minnesota, Montana, Tennessee, and Texas. Employees who live near one of our office locations may work in a hybrid capacity, while this position may also be performed fully remotely.
About Schwabe, Williamson & Wyatt:
At Schwabe, relationships matter. The CRM & Client Intelligence Manager will put CRM, data, technology, and AI to work in support of the firm’s marketing, business development, and client service efforts. This person will lead our InterAction CRM and help us get more value from what we know about our clients, prospects, contacts, and relationships. The focus is using technology to strengthen relationships, identify opportunities, support business development, inform marketing decisions, and enhance client service. A big part of the role will be creating a culture where people understand the value of CRM and good data and want to use them. This role will work closely with Client Relations, Knowledge Management, and IT to find practical ways to use AI and technology to support the firm’s marketing, business development, and client service goals. Our culture is grounded in a simple credo: we take our work seriously, but not ourselves. We are looking for someone who is smart, curious, collaborative, has a strong sense of urgency, is willing to roll up their sleeves, and enjoys working with people across the firm.
Key Responsibilities:
- Own and manage the firm’s InterAction CRM, including data quality, workflows, integrations, reporting, upgrades, and ongoing improvements.
- Put CRM, technology, data, and AI to work in support of the firm’s marketing, business development, and client service priorities.
- Help lawyers and Client Relations professionals understand relationships, identify opportunities, track business development activity, and make informed decisions.
- Build a culture where people understand why CRM matters and how good relationship data helps us serve clients, build relationships, and grow the firm.
- Help lawyers, legal assistants, and Client Relations professionals get more value from our client, prospect, contact, and relationship information.
- Develop useful dashboards, reports, and analytics that give lawyers, client teams, industry groups, and firm leaders better insight into clients, relationships, and opportunities.
- Find practical ways to use AI to support marketing, business development, client intelligence, research, reporting, and day-to-day work.
- Work closely with Knowledge Management and IT on integrations, data, AI, and technology projects that cross departments.
- Find ways to simplify processes, automate repetitive work, and give people more time to focus on clients, relationships, and higher-value work.
- Provide practical training and hands-on support that helps people get comfortable using CRM, AI, and other tools.
- Manage relevant technology vendors and outside resources.
- Stay current on CRM, AI, analytics, and legal technology and help us determine what is worth pursuing and what is not.
Requirements:
- 5+ years of experience with CRM, marketing technology, client intelligence, business intelligence, data analytics, or related work. Law firm or professional services experience is preferred.
- InterAction experience strongly preferred.
- Strong technology and analytical skills, including experience with data quality, reporting, dashboards, Excel, and AI tools.
- An understanding of how technology and data can support marketing, business development, client service, and firm growth.
- Genuine curiosity about AI and new technology, along with good judgment about where it can make a difference.
- Ability to understand what someone is trying to accomplish and find a practical technology, data, or process solution.
- Strong communication, project management, and problem-solving skills.
- Ability to build relationships and work comfortably with lawyers, legal assistants, senior leaders, technical teams, and outside vendors.
- A strong client-service mindset and a willingness to jump in and help.
- Curious, proactive, adaptable, and always looking for a better way to do things.
What Success Looks Like:
- CRM, technology, data, and AI are meaningfully supporting the firm’s marketing, business development, and client service efforts.
- Lawyers have better information about clients, prospects, relationships, and opportunities and know how to use it.
- InterAction is well managed, trusted, and valued.
- CRM is viewed less as an administrative exercise and more as a tool for building relationships and supporting business development.
- Client, prospect, and relationship information is accurate, useful, and accessible.
- We are better able to spot opportunities, connect people, and support follow-through.
- Client Relations, Knowledge Management, and IT work well together on shared technology and data priorities.
- We find useful, responsible ways to put AI to work.
- Technology and automation reduce manual work and give our people more time to focus on clients, relationships, and growth.
- Our clients and network stay at the center of how we use CRM, technology, data, and AI.
Schwabe, Williamson & Wyatt provides a team-oriented working environment, offering competitive salaries and excellent benefits including medical, dental, life, LTD, 401(k)/profit sharing, tuition reimbursement, Employee Assistance Programs, transit subsidy, paid holidays, vacation, and sick time off. All qualified applicants will be considered for employment without regard to race, color, religion, ancestry, national origin, age, sex, disability, marital status, sexual orientation, gender identity or other status protected by law.