Client Account Manager

Our mission is to provide   modernized technology platforms,   elevated technology support, and   valuable insights, empowering our clients to excel in what they do best.

Oversees the direct activities and workflow coordination, special projects, and workload distribution of the various client services that could include document processing, proofreading, administrative services, prebilling/billing assistance, or research. This position will serve as the liaison for all external stakeholders utilizing the services.  This position will also serve as the liaison for all internal stakeholders.

Essential Job Responsibilities

• Oversee and direct the day-to-day business operations of multiple service lines on the account

• Manage all performance management related duties with assistance from HR and team supervisor(s), as needed, to ensure employees are meeting performance standards and adhering to company policies

• Ensure all team members achieve the goals and objectives of the account identifying issues and problems and recommending solutions to management

• Maintain daily contact with customers in person, via telephone and through email to discuss needs, requirements, and deadlines, answer and resolve problems and negotiate time requirements as appropriate.

• Implement and maintain quality control mechanisms

• Report utilization and productivity metrics to the client and provide expert knowledge, technical support, and training to the team to ensure operational efficiency

• Work closely with the training team to evaluate skill sets, staff training, and development programs and customer service standards

• Manage recruiting, interviewing, and selection of candidates for open positions

• Test and troubleshoot new applications and upgrade releases, as necessary

• Develop and generate statistical reports

• Review customer satisfaction survey results and reworks; provide timely feedback and monitor issues through to remediation; ensure team completes requisite trainings

• Resolve grievances and issues raised by lawyers, paralegals and other job requestors

• Conduct team meetings as appropriate

• Document and promote best practices, tip sheets, and QRGs

• Practice and foster an atmosphere of teamwork and cooperation

Qualifications & Characteristics

• Bachelor’s degree or equivalent experience

• 3-5 years’ experience in a supervisor role or process management, preferably in a law firm environment

• Advanced knowledge of legal policies and procedures

• Excellent written and verbal communication skills

• Strong interpersonal skills

• Ability to organize, prioritize, and coordinate multiple assignments

• Maintain confidential information

• Make objective, independent judgments

• Ability to excel under pressure and provide quality work product

• Clearly and effectively communicate with varying levels of people within the organization

• Work productively and cooperatively with other employees

The Compensation range for this role is up to 90,000 USD per year and may be eligible for an annual bonus. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications.