LMA West: Emerging Client Care Roles in Law Firms: Where Are We Now & Where Are We Going

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Wednesday, October 11, 2023 | 12 p.m. - 1 p.m.

Studies have shown client retention is key in maintaining revenue growth. While law firms are steadily embracing client teams to cross-sell services to priority accounts and respond to specific needs, few have established roles within the business development department that directly interact with the customer or spearhead on-going service delivery challenges. 

The Big Four accounting firms have leveraged such roles to support client care and seamless service among varied geographies and practice areas, law firms have been slow to take advantage of client-facing executives. 

Benefits to law firms, client organizations, and the marketing and business development team from developing a client care infrastructure include:

  • Outperforming the competition by improving client satisfaction and loyalty while increasing revenues among varied practice groups.
  • Providing the client with a go-to resource for re-engineering needs and handling questions about staffing, billing, and service delivery challenges.
  • Bolstering the role of marketing and business development executives as they drive creativity and innovation based on client needs and real time responses.
  • Reducing reactive branding and administrative work and increasing strategic and proactive participation from the marketing team. 

Learning Outcomes:

  • Understand the difference between the account executive/client care role and that of a sales executive.
  • Learn about how Big Four accounting firms leverage the client care role.
  • Learn about law firms that are beginning to expand the business development role to embrace client care.
  • Identify opportunities within your firm where a client care infrastructure could provide revenue growth. 
  • Discuss how to encourage more client-facing, proactive roles and develop the skills needed for success. 

The LMA LA Local Steering Committee is excited to bring together a distinguished panel.

LMA Body of Knowledge:  Business of Law, Technology Management, Marketing Management & Leadership, Client Services, Business Development, Communications


Marty Cohn

Marty Cohn, Firmwide Sales Leader, Sheppard Mullin

Marty Cohn is the Firmwide Sales Leader for Sheppard Mullin and is focused on identifying relevant and substantive business solutions for clients and the world’s leading companies.  Marty has created the firm’s Go2 Market Sales Strategy and executes in tandem with the firm’s Partners to identify, interact and engage new clients aligned to the firm’s strengths and strategy. He supports the firm’s focus on exceptional client service delivery and creating new and unique business relationships built on communication, collaboration, innovation and unified core values.

Erin Corbin Meszaros

Erin Corbin Meszaros, Chief Business Development and Client Service Officer, Eversheds Sutherland

With more than twenty-five years of hands-on professional service experience, Erin Corbin Meszaros is a trusted senior advisor to international law firm leadership with global expertise and over two decades of experience leading revenue-generating activity through strategic business development, client-service and engagement and marketing activity. Erin helps Eversheds Sutherland attorneys turn business strategies into business successes. Through various firm initiatives she develops innovative solutions designed to enhance client satisfaction and increase brand awareness. Erin works one-on-one with attorneys on their professional and business development opportunities to help integrate and align their individual initiatives with the firm’s overall business objectives.

Ian Cohn

Ian Cohn, Director of Clients, Eversheds Sutherland, UK

Ian Cohn is part of Eversheds Sutherland’s Marketing and Business Development leadership team. He is responsible for the firm's global Key Client Program, which sits at the heart of the firm’s client strategy. He is also responsible for the firm's global Alumni Program as well as Client-Facing Knowledge. He joined the firm in 2007, and has worked in a number of international management roles at the firm, with a strong focus on developing the firm's client strategy through a sector-based approach. Prior to joining the firm, he worked for a number of years in a client-facing role for global market analysis business Datamonitor (now part of Informa plc).

Brenda Pontiff

Brenda Pontiff, Managing Principal, Partner Track Academy

Brenda Pontiff is a former client care executive with EY’s prestigious Global Pursuits Group. She is also an early pioneer of the law firm sales role as she sold ad valorem tax services on behalf of Vinson & Elkins in the 1980’s, predating when most law firms had marketing departments. Today, she speaks at events and consults with sales-curious global law firms and national accounting firms on the development of client-centric infrastructure and restructuring marketing departments for more strategic, proactive initiatives. Brenda is the Immediate Past Chair of the Los Angeles LMA Steering Committee.


A Zoom link will be emailed in advance of the event only for paid registrations. Please enable your camera for interactive participation. (Virtual only)


LMA Members: Complimentary!
Prospective LMA Members: $45

For questions or concerns about your event registration, please contact lmawest@legalmarketing.org

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