Customer Success Manager – BillReview IQ

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

📋 Description

• Oversee the management of extensive, national, or international BillReview IQ client accounts on Legal-X and/or Legal eXchange.

• Cultivate strategic client relationships and supervise intricate service delivery processes.

• Promote customer retention and drive growth initiatives.

• Facilitate contract renewals for major clients, including complex negotiations regarding pricing.

• Create and present advanced stewardship reports and dashboards customized to meet client needs.

• Provide clients with guidance on sophisticated bill review audit strategies and program enhancements.

• Serve as the senior client liaison, proactively managing relationships among various stakeholders.

• Lead and coordinate large-scale projects with cross-functional teams, including the Expert Bill Review group.

• Identify, develop, and pursue strategic opportunities for cross-selling and business expansion.

• Analyze and address significant issues impacting customer satisfaction and retention.

• Mentor and assist other team members when necessary.

• Perform additional duties as assigned.

• Travel as needed.

⛳️ Requirements

• Bachelor's degree from an accredited college or university is preferred.

• A minimum of eight (8) years of relevant experience or an equivalent combination of education and experience is required.

• At least three (3) years of experience in legal spend management and/or handling litigated claims.

• Extensive expertise in customer service and one or more areas such as legal spend management or insurance defense litigation.

• Excellent communication, leadership, and negotiation capabilities.

• Ability to comprehend client needs, discuss alternatives, offer recommendations, and manage client expectations effectively.

• Technical aptitude for acquiring in-depth product knowledge, including self-directed learning.

• Advanced skills in Microsoft Office and complex reporting tools.

• Capability to manage multiple high-priority projects in a fast-paced environment.

• Strong analytical, strategic thinking, and interpersonal skills.

• Ability to thrive in a team-oriented setting.

• Proficiency in handling conflict and challenging issues in a high-pressure work environment.

• Ability to meet or exceed Performance Competencies.

• Travel as necessary.

🏝️ Benefits

• Work-life balance.

• A supportive and caring culture.

• Opportunities for career advancement.

• Reasonable accommodations provided when applicable and appropriate.

• An equal opportunity workplace.

• A drug-free workplace.