Michael R. Caplan is the Chief Operating Officer of Lowenstein Sandler, where he oversees the firm's business, financial, and administrative operations. Before joining Lowenstein, Mike served as COO at an Am Law 50 firm for nearly a decade and spent years leading legal operations at Goldman Sachs and Marsh McLennan, giving him a client-side perspective most law firm COOs simply don't have. With more than 25 years of experience across accounting, financial services, and consulting, he has worked with more than 30 general counsels on data analytics, technology implementation, and law firm relationship management. His leadership has earned him recognition as one of the Financial Times North America's top five Legal Intrapreneurs, Legal Innovator of the Year from The Changing Lawyer Awards, and a spot on NJBIZ's Law Power List for two consecutive years. WHAT'S COVERED IN THIS EPISODE ABOUT HOW A CLIENT-FACING COO IS CHANGING THE BUSINESS OF LAW Law firm COOs typically manage operations and execute on what firm leadership puts forward. They respond to partners, oversee administration, and stay behind the scenes while lawyers own every client relationship. Even when clients have their own operational counterparts who would benefit from connecting with their law firm's business professionals, those introductions rarely happen. Michael Caplan has spent the last decade building a different model. At Lowenstein Sandler, he and his Business Enterprise Solutions Team work alongside lawyers in pitches, RFP negotiations, and client meetings, bringing expertise in pricing, technology, project management, and data analytics directly into the relationship. The approach requires internal trust, a firm culture that supports it, and the right people on both sides of the conversation. But when it works, clients get a partner that understands both the practice of law and the business of law, and the firm differentiates itself in ways that go beyond the legal work. In this episode of The Lawyer's Edge, Elise Holtzman talks with Michael Caplan of Lowenstein Sandler about what it looks like when business professionals are embedded in client development, how to build internal trust so lawyers bring operations leaders into client relationships, the financial discipline that separates good revenue from bad revenue, and where private equity and AI may reshape law firm operations in the years ahead. 2:43- How Mike's client-side experience at Goldman Sachs and Marsh McLennan shaped his approach 5:53 - Building the Business Enterprise Solutions Team (BEST) at Lowenstein 7:18 - Getting lawyers on board and building internal trust 8:55 - Showing wins to bring more lawyers into the model 9:27 - The financial side of the COO role and negotiating pricing with clients 12:49 - Where emerging partners need the most help on collections and client management 15:14 - What smaller and midsize firms should think about when building an operations team 20:02 - Non-lawyer ownership, private equity, and the MSO model in law firms 22:26 - AI, legal technology, and why firms that invest in business resources will be more profitable 27:22 - Why most COOs wouldn't do this podcast and what holds firms back 33:31 - What clients actually get from a firm that embeds operations into relationships 36:19 - Getting the right people in front of the right clients Mentioned in How a Client-Facing COO is Changing the Business of Law Lowenstein Sandler | LinkedIn Michael Caplan on LinkedIn Get connected with the coaching team: hello@thelawyersedge.com The Lawyer's Edge SPONSOR FOR THIS EPISODE This episode is brought to you by the coaching team at The Lawyer's Edge, a training and coaching firm that has been focused exclusively on lawyers and law firms since 2008. Each member of the team is a trained, certified, and experienced professional coach—and either a former practicing attorney or a former law firm marketing and business development professional. Whatever your professional objectives, our coaches can help you achieve your goals more quickly, more easily, and with significantly less stress. To get connected with your coach, fill out our contact form.