Reports to: Director, Law Firm Relations
Department: Law Firm Relations
Location: The role is located in the Savannah office
We’re looking for a dedicated and personable Account Manager. This is not a sales position - we're seeking someone who is skilled at building and maintaining client relationships and improving operational efficiency. The ideal candidate will have a passion for helping others and a drive for providing exceptional customer service. The goal of this role is to help grow future sales from existing clients by over-delivering on what they expect while optimizing their experience from contracts through settlements!
The Law Firm Relations department is responsible for maintaining and improving relationships with all law firm partners, focusing on the following key areas:
- Referral and Litigating Firm Satisfaction: Lead efforts to ensure high satisfaction for both referral and litigating firms by optimizing their experience and addressing feedback.
- Certified Litigating Partners: Build and enhance partnerships with certified litigating firms, acting as thought leaders in creating mutual value and fostering innovation.
- Value Creation and Transparency: Develop tools and programs that provide transparency and self-serve capabilities for all law firm partners, driving value across the network.
- Diversification and Small Plaintiff Firms: Create and implement specialized programs to support smaller plaintiff firms and promote case diversity within the partner network.
- Cross-Departmental Collaboration: Support other departments ensuring smooth operations and partner satisfaction.
This department is both a leader in innovation and a key collaborator, driving strategic partnerships while supporting internal processes across the company.
Essential Duties:
- Onboard new referral and litigating firm partners and provide exceptional customer service
- Assist the sales team with sending out contracts accurately and assist the Finance team with accurately sending out invoices to get new orders into fulfillment quickly.
- Work across departments to ensure the satisfaction of our referral firms by resolving any issues with their order regarding pacing, quality, or any other misalignments in expectations that may arise.
- Review and analyze each campaign during and after fulfillment to ensure it stays on track and resolves successfully.
- Build and maintain reporting and dashboards to support team operations, including auditing and resolving discrepancies to maintain data integrity.
- Support program managers in running existing initiatives, projects, or setting up new programs.
- Assist the team with optimizing key metric definitions, gathering data accurately for them, and working closely with the team to help achieve our target goals.
- Identify areas of opportunity for automating or improving operational efficiency and work on detailed scopes with product and tech to clearly articulate these ideas.
- Find new and innovative ways to improve transparency for our litigating and referral firm partners by leveraging our partner portal to display valuable and timely insights.
- Other duties as assigned.
Leadership Attributes for Success:
A successful Account Manager in the Law Firm Relations team will exhibit the following leadership skills:
- Personal growth and continuous improvement mindset that recognizes failures as opportunities
- Discernment of when executing outside of a standard process is reasonable or not and when to ask for help
- Open and frequent collaboration with team, leadership, and across other departments
- Execute and deliver on essential duties with little supervision.
- Advanced written and oral communication skills
- Ability to identify, advocate for, and execute on innovations that will improve efficiency in your role and for the department
