Account Manager

This is a fully remote position, open to applicants in Kentucky.

📋 Description

• Act as the primary daily contact for a portfolio of designated firms, responding to inquiries swiftly and escalating issues as required.

• Organize and carry out regular, value-focused customer check-ins to assess account health and enhance relationships.

• Oversee CRM workflows and sequences to facilitate continuous customer engagement and account wellness on a large scale.

• Assist in customer appreciation efforts, including office visits and gifting programs.

• Produce reports and monitor customer data for the designated accounts.

• Track activity and engagement patterns, pinpointing potential risks or opportunities within the account portfolio.

• Provide qualitative and quantitative insights to leadership and implement follow-up actions to enhance customer outcomes.

• Establish and maintain precise customer records during the onboarding process.

• Schedule and conduct user training sessions to promote effective use of the Zipliens portal.

• Coordinate strategic, milestone and KPI-focused pilot launch plans for significant new or expanding accounts.

• Recognize customer issues and escalate complex or high-value accounts to leadership.

• Collaborate with Sales, Marketing, Lien Resolution, and Tech teams to ensure smooth onboarding, customer engagement, and satisfaction.

• Participate in industry events and webinars as necessary to represent the company, connect with customers, and network with potential clients.

• Adjust to the changing needs of customers and the business.

• Offer feedback and suggestions to enhance processes and improve the customer experience.

⛳️ Requirements

• Minimum of 3 years’ experience in customer service, customer management, or sales, ideally within the legal tech, SaaS, or personal injury sectors.

• Bachelor’s degree is essential; a focus on business, law, or a related discipline is preferred.

• Proficient in CRM software (such as Salesforce, HubSpot) and Microsoft Office Suite; advanced CRM experience or certification is highly desirable, with AI experience being a plus.

• Exceptional communication and interpersonal skills, capable of building relationships rapidly.

• Strong organizational abilities and keen attention to detail.

• Comfortable handling customer data and reports to track trends and facilitate follow-up actions.

• Capable of delivering effective virtual user training presentations.

• Strong problem-solving abilities and adaptability in a fast-paced environment.

• Self-driven and goal-oriented; a collaborative team player.

• Willingness to travel 10-20% of the time.

• Candidates must be authorized to work in the United States without requiring employer-sponsored visa support now or in the future.

🏝️ Benefits

• Private Health Care Plan (Medical, Dental & Vision)

• Company HSA contributions for HDHP participants

• Flexible Spending Accounts (Health & Dependent Care)

• Company-Paid Short-Term Disability Coverage

• Voluntary Long-Term Disability, Life, AD&D, and Supplemental Coverage Options

• 401(k) Plan with Company Match

• Paid Time Off (Vacation, Sick Time & Select Holidays)

• Paid Maternity & Paternity Leave

• Remote-First Work Environment (Flexible Work from Home)