Account Solution Manager

The role

The Account Solution Manager owns the post-sale experience for a portfolio of about 300 customers. This person is the main operational and relationship contact for clients, drives product adoption, manages contract renewals, and resolves complex issues.

What you will do

• Drive solutions for customers from contract through renewal to allow for optimal usage of Filevine.
• Become an expert in the Filevine suite of products and solve technical issues for customers.
• Network internally to use other departments' strengths to solve large-scale customer issues.
• Analyze customer usage data, develop recommendations, and train teams to spur optimal usage.
• Manage implementation with external stakeholders and customers for smooth onboarding and post-onboarding.
• Manage contract renewals for your book of business and partner with internal departments to retain revenue.
• Hold critical conversations about customer needs and Filevine's needs under the contract, and find fiscally responsible resolutions.
• Build deep customer relationships and work with Expert Teams and Sales to minimize credits and churn and ensure invoice collection.
• Work closely with third-party implementation partners on onboarding and post-onboarding.

Required qualifications

• Expert written and verbal communication skills.
• 3-5 years of experience in an Account Manager, Customer Success, Account Executive, or other customer-facing role.
• Experience managing or maintaining a book of business.
• Ability to be extremely responsive and proactive with customers.
• Resilient and adaptable to change, as is natural in a startup environment.
• Mature ability to handle challenging conversations with customers.
• Biased toward action in pursuing goals.
• Must be able to work in office 5 days a week in the Sugarhouse, UT location.
• Ability to stay focused, productive, and composed in high-stress, fast-paced in-person environments.
• Highly adaptable to open-office layouts while staying focused and respectful of colleagues.
• Skilled at handling high-priority Zoom calls with upset customers on short notice, using empathy and composure.

Nice to have

• B2B sales, account management, or implementations experience.

Benefits

• Medical, dental, and vision insurance (full-time employees).
• Competitive and fair pay.
• Maternity and paternity leave (full-time employees).
• Short- and long-term disability.
• Opportunity to learn from a dedicated leadership team.
• Top-of-the-line company swag.

Before you apply

• Role requires working in the office 5 days a week in Sugarhouse, UT.
• Communication about this opportunity will only come from addresses using the filevine.com domain. Other addresses are not affiliated with Filevine.

About the company

Filevine is a Legal AI company delivering Legal Operating Intelligence for legal work. Its platform, powered by LOIS, connects data, documents, workflows, and teams, and has earned AI awards and recognition from Deloitte and Inc.