How Legal Ops Can Create Strong Outside Counsel Relationships

Jennifer McIver discusses a recent webinar on sustaining outside counsel relationships, hosted by Wolters Kluwer ELM Solutions and In-House Connect. Speakers Seth Spitzer of Citigroup Inc. and Alex Guajardo of Bryan Cave Leighton Paisner LLP provided a behind-the-scenes look at what legal ops professionals need to build strong partnerships.

According to Spitzer and Guajardo, effective partnerships are initiated within the organization. Credibility begins by earning the trust of colleagues across in-house departments through genuine engagement and understanding. These internal connections lay the foundation for better collaboration with external partners.

The heart of a strong external relationship is empathy. In-house legal ops professionals need to understand that law firms are businesses with their own constraints. This requires intentional listening and commitment to understanding the broader goals of your external partners.

Even challenging relationships offer opportunities. Instead of avoiding complicated dynamics, legal ops professionals are encouraged to adapt and communicate openly, asking questions that shift conversations toward collaboration. Alignment across teams is another cornerstone of lasting partnerships. With numerous points of interaction between law firms and corporate legal departments, establishing clear expectations through guidelines and structured communication helps avoid confusion and reinforces a unified purpose.

The strength of a relationship is measured by how well it weathers friction. The ability to address problems constructively and evolve together is what defines success over time. Technology can help in supporting outside counsel relationships, but it must enhance rather than replace human connection. Used wisely, tools like collaboration portals can streamline interactions without diminishing personal rapport. When people lead with trust, understanding, and connection, both sides reap the long-term rewards.