We find out more about the new service excellence partner role from Eversheds Sutherland International’s managing partner Keith Froud – Broquard fills the role previously held by Andrew McManus.
Eversheds Sutherland International has appointed Rachel Broquard, a partner in its corporate group, to the newly created role of service excellence partner, which is an evolution of the tech and innovation role formerly held by Andrew McManus.
Client-facing technology will be a key part of Broquard’s responsibilities, but with a broader remit to include ‘client service excellence’, legal project management and knowledge in the client context. She will also lead on the firm’s innovation agenda.
ESI said that Broquard “has long combined front line transactional work with a passion for innovative client service solutions, often with a technology angle, and has been instrumental in developing a number of Eversheds Sutherland’s client technology offerings including the firm’s flagship M&A project management tool, Dealmaster.” Dealmaster is a proprietary transaction management platform for multijurisdiction M&A transactions launched in 2015.
We asked ESI’s managing partner Keith Froud how the role that Broquard takes on has changed and why a partner was selected to fill what is ostensibly a tech role. He had this to say:
“The role has evolved. Andrew was very focused on client tech. Rachel’s role is a more holistic approach to client service excellence, where pure client tech is a key element but she will be coordinating other key elements such as LPM and Knowledge in the client context.
“As regards Knowledge, Rachel will be liaising closely with our core KM team, leading our strategy as to how we use Knowledge in our client relationships.
“Again, technology is key to all of these things, and Rachel is very tech savvy. She’s one of those people I call gold dust – lawyers who really “get tech”.
“As part of her role Rachel will be working very closely with our IT team, including certain of our client tech specialists who will report in to Rachel direct.
“The fact that we chose a partner reflects the breadth of the new role. Rachel is very client facing, has a legal background and a multitude of skills. Increasingly this kind of multi skilled approach will be the norm going forward.“
Broquard wasn’t immediately available to speak about the new role but said in a statement: “I am delighted to have been appointed to this role – a first for Eversheds Sutherland – with a focus on service excellence, and am looking forward to close collaboration with our clients and many colleagues across the firm.”