Account Manager

Job Description

Summary:

The Account Manager is responsible for delivering responsive, accurate, and professional support throughout the client and case lifecycle. This role manages day-to-day coordination with law firms, experts, and internal teams to ensure timely case progression, accurate documentation, and positive client experience. The Account Manager maintains up-to-date firm and attorney information, gathers required case details, and utilizes company reporting tools to monitor active files. In partnership with leadership, this position supports onboarding activities, assists with client retention efforts, and ensures adherence to established policies and workflows. Through reliable communication, attention to detail, and consistent execution, the Account Manager plays a key role in supporting the operational effectiveness and client service standards of the Account Management department.

Duties and Responsibilities:

All are considered essential functions of this role.

General Responsibilities:

Client & Case Coordination:

• Communicate with firms to gather required case information for submission, underwriting, and service requests.
• Maintain current and accurate firm and attorney profiles in the system/portal.
• Coordinate with Expert Services regarding expert availability, conflicts, and introductory calls.
• Work collaboratively with firms, experts, and service providers to ensure the timely delivery of expert services.
• Assist with organizing documents and information required for expert service payment.

Client Experience & Communication:

• Develop positive, professional relationships with assigned firms through consistent communication.
• Gather service request details and ensure they meet company policy requirements.
• Troubleshoot client and expert issues related to portal use.
• Coordinate with the Director of Account Management on meeting preparation and follow-ups.
• Stay knowledgeable about company products and services to better assist clients.

Case Monitoring, Reporting & Data Accuracy:

• Use the receivables report and other company reporting tools to confirm the status of active files.
• Monitor case milestones and escalate delays or issues as needed.
• Maintain accurate and complete expert profiles, conflict check records, and case notes.
• Assist with quality control checks on completed expert services.
• Ensure all required documents are collected, organized, and filed properly.

Client Success & Retention Support:

• Assist senior management with onboarding new firms and attorneys into the online portal.
• Identify recurring client concerns and escalate them for timely resolution.
• Foster positive working relationships to support long-term client retention.
• Coordinate with leadership on retention initiatives or follow-ups with priority clients.
• Receive client complaints and escalate appropriately to senior management.

Policy Compliance & Process Execution:

• Follow company policies when gathering information and initiating underwriting or service requests.
• Ensure Deferred Payment Agreement (DPA) preparation, revisions, and execution are performed in coordination with the Director of Client Experience.
• Adhere to established workflows and documentation requirements for all case-related activities.
• Support implementation of updated processes as directed by leadership.
• Ensure compliance when organizing information and documentation for payments.

Cross-Functional Collaboration:

• Coordinate regularly with Expert Services regarding expert selection, conflicts, and scheduling.
• Support the Director of Account Management by providing updates, documentation, and insights.
• Participate in cross-department communication to resolve case issues.
• Assist in gathering information needed by underwriting, legal, or leadership teams.
• Help ensure consistency and alignment across departments supporting the client’s lifecycle.

Success Factors:

1. Cross-functional collaboration.
2. Execution discipline & responsiveness.
3. Industry and product knowledge.
4. Outstanding customer service and teamwork skills.
5. Quality of work.
6. Relationship-building and trust.

Knowledge:

1. Communications and Media: Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.
2. Computer and Electronics: Knowledge of computer hardware and software, including applications and programming.
3. Customer and Personal Service: Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
4. Economic and Accounting: Knowledge of economic and accounting principles and practices, the financial markets, banking, and the analysis and reporting of financial data.
5. English Language: Knowledge of the structure and content of the English language, including the meaning and spelling of words, rules of composition, and grammar.

Skills:

1. Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
2. Complex Problem Solving: Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
3. Coordination: Adjusting actions in relation to others' actions.
4. Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
5. Learning Agility: Applying new information to enhance decision-making and problem-solving, while selecting and utilizing appropriate instructional methods and strategies for effective learning and teaching.
6. Service Orientation: Actively looking for ways to help people.
7. Strategic Written Communication: Crafting clear, audience-tailored messages that reflect system insights, problem-solving logic, and empathy—while managing time effectively and anticipating others’ needs and reactions.
8. Time and Priority Management: Being aware of others' reactions and understanding why they react as they do.

Work Activities:

1. Coordinate daily case activities.
2. Communicate directly with firms, experts, and service providers.
3. Use company reporting tools.
4. Maintain accurate firm, attorney, and expert profiles.
5. Coordinate expert-related tasks.
6. Assist with DPA/OTPA preparation and revisions.
7. Support client onboarding activities.
8. Respond to client questions and concerns.
9. Troubleshoot portal issue.
10. Assist with quality control reviews.
11. Collect and organize required documents.

Work Environment:

The physical environment requires employees to work inside an office setting.

Physical Demands:

Ability to lift 25-pound objects and perform physical tasks as required.

Expected Hours of Work:

Normal office hours unless otherwise agreed in writing. Hybrid schedule available for Nevada employees: minimum of three days in the office, remaining days remote.

Travel:

While the role is primarily local, occasional out-of-state travel may be required for professional development or strategic alignment.

Education and Other Requirements:

1. Bachelor’s degree is preferred, ideally in Business Administration, Legal Studies, Communication, or a related field.
2. Equivalent professional experience may be accepted in place of formal education, based on demonstrated skill and performance.
3. Experience working with case or CRM systems and a track record of maintaining multiple open items, deadlines, and maintaining accurate records.
4. Proficiency in Microsoft 365 and internal case management systems.
5. Strong client communication skills (clear, professional, timely), with the ability to gather information and follow established procedures.
6. Familiarity with legal case lifecycles or expert‑witness coordination.