National Account Manager

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

📋 Description

• Act as the main relationship manager for MoveDocs' most significant and strategic partnerships with law firms.

• Cultivate and sustain trusted connections with firm leadership and essential stakeholders.

• Acquire a thorough understanding of each firm's organizational structure, goals, workflows, office locations, and market conditions.

• Serve as the internal expert on assigned accounts, ensuring departmental alignment.

• Conduct regular business reviews, market visits, and strategic planning sessions.

• Anticipate workflow disruptions and implement corrective measures proactively to avoid impacts on scheduling, settlement timelines, or client satisfaction.

• Own proactive account planning, project top-of-funnel growth forecasts, and collaborate with Revenue, Operations, and Analytics leaders on staffing models.

• Track account performance utilizing operational and financial metrics, client feedback, and Power BI dashboards.

• Promote preventative process improvements, stricter execution discipline, and sustainable service outcomes.

• Coordinate cross-functional resources to address issues and enhance execution.

• Set expectations with law firm partners regarding quality, responsiveness, and workflow compliance.

• Foster continuous enhancement in workflows, communication, service delivery, SLAs, and reciprocal accountability.

• Build collaborative relationships across Operations, Revenue, Product, and Executive Leadership.

• Lead through influence, facilitate root-cause analysis, and align stakeholders on solutions.

• Oversee issue resolution from start to finish and ensure accountability through implementation.

• Collaborate with Regional Vice Presidents and Operations leaders to maintain consistent execution across locations.

• Ensure regular visibility within assigned firms through travel and in-person interactions.

• Guarantee that MoveDocs service standards are consistently met across all offices and markets.

• Drive revenue growth, retention, expansion, client satisfaction, settlement rate achievement, forecast accuracy, reduction in escalations, platform adoption, and effective cross-functional initiatives.

• Conduct quarterly business reviews with firm leadership.

• Within 90 days, establish credibility, develop forecasts for 2027 top-of-funnel growth, and create remediation strategies for the top 3–5 risks per relationship.

• Within 6 months, reduce escalations, enhance operational metrics including settlement rates, and implement at least one scalable workflow improvement for each relationship.

⛳️ Requirements

• Demonstrated success in managing complex, enterprise-level client relationships.

• Experience overseeing operationally intricate accounts where success hinges on effective workflow execution.

• Strong skills in executive communication and relationship management.

• Ability to analyze data, identify trends, and convert insights into actionable strategies.

• Proven experience in leading cross-functional initiatives without direct authority.

• Strong operational mindset focused on accountability, execution, and ongoing improvement.

• Track record of influencing behavior change with external partners or clients.

• Comfort in navigating ambiguous environments and taking ownership without clear authority.

• Capability to lead through influence.

• Willingness to travel frequently to support client relationships and business goals.

• Strategic thinker.

• Skilled in relationship building.

• Strong operational drive.

• High level of accountability.

• Ability to collaborate and influence effectively.

• Proactive in problem-solving.

• Customer-focused with solid business acumen.

🏝️ Benefits

• Competitive compensation

• Choice of multiple medical plans

• Dental insurance

• Vision insurance

• Life insurance

• 401(k) with generous company match

• Flexible spending accounts for medical and dependent expenses

• Time off to recharge