Client Account Operations Lead - CT/ET

About the role

The Client Accounts Operations Lead is an advanced-level Legal Biller with analytical and job-priority sequencing responsibilities. This role dynamically manages the firm’s top-tier billing portfolios on an as-needed basis, potentially supporting multiple managers and billing teams. The Operations Lead analyzes and prioritizes responsibilities to ensure maximum contribution to the larger billing organization, including process and gap analysis for customized training and mentoring. The position provides full-cycle billing support for complex domestic and international billing books, serves as a subject-matter expert, and may act as a proxy for regional managers. This role is remote and may require work across various time zones with a dynamic schedule based on business needs.

Location

This position can be based in one of the following offices: Chicago, Atlanta, Austin, Baltimore, Boston, Dallas, Houston, Miami, Minneapolis, New York, Northern Virginia, Philadelphia, Raleigh, Short Hills, Washington, DC, or Wilmington. The role offers a hybrid work schedule.

Responsibilities

• Provide temporary managerial support in the absence of designated regional managers.
• Serve as a functional supplemental senior-level billing resource during absences, unplanned vacancies, or periods of increased workload.
• Act as a Subject Matter Expert to provide legal billing surge support for several regional billing teams or managers.
• Handle internal assignments on an as-needed basis to support billing groups experiencing temporary production surges or resource shortfalls.
• Split time and work across multiple managers, supporting multiple billing attorneys.
• Review data for accuracy prior to submission and gather/submit accrual information based on client requirements.
• Research and resolve electronic billing rejections.
• Analyze client billing data and provide detailed reports to attorneys and support staff.
• Track and resolve tickets assigned by the Accounting Service Desk daily.
• Collaborate with multiple teams within Legal Support Services and Accounting to streamline billing and client account services.
• Analyze and prioritize responsibilities to maximize contribution to the billing organization, including process and gap analysis for training and mentoring.
• Maintain accurate client billing requirements, including guidelines from the client’s general counsel, and update them as needed.
• Interact with billing stakeholders to understand business problems and define solution requirements.
• Analyze legal billing processes and systems, develop business cases, build metrics, and perform reporting.
• Document functional and system requirements, create process-flow diagrams, and identify opportunities for efficiency improvements.
• Apply best practices for communication and problem-solving, create standardized department reports, and analyze data for improvement areas.
• Support projects, report progress, and liaise with project participants to ensure effective communication and task completion.
• Interface with IT and other departments to support cross-functional project requirements, perform system testing, and validate requirements.
• For U.S. clients: Support the full billing cycle, including reviewing and editing proformas, seeking approvals for deferrals, write-offs, and time transfers. Field billing inquiries from support groups and attorneys. Create and maintain complex monthly reporting.
• For global clients: Coordinate and lead global client unified billing, including reviewing data for accuracy, managing global client account assignments, and performing full-cycle billing functions. Create and maintain complex monthly reporting. Liaise with international attorneys and finance counterparts for accrual and forecasting information. Troubleshoot issues with finance counterparts and ensure timely invoicing. Generate global client LEDES files for electronic billing.
• Develop training programs to ensure consistent billing processes and provide training to attorneys and staff as needed.
• Finalize and submit invoices directly to clients or provide them to attorneys for transmission, including additional billing information as required.
• Serve as a point of escalation and Quality Analyst, supporting and coaching junior Specialists, and providing guidance, mentoring, and training to staff.

Requirements

• High School Diploma or GED (Bachelor’s Degree in Business Administration, Accounting, Finance, or related field preferred).
• Minimum of 5 years’ senior-level legal billing experience managing high-volume billing portfolios in a fast-paced customer environment.
• Advanced on-the-job experience as a senior-level Legal Biller.
• Expert-level knowledge and experience with direct billing or client accounts (domestic, global, and e-Billing) for a law firm or professional services organization.
• Strong knowledge of Aderant Legal Billing accounting system.
• Proficiency in e-billing applications such as e-Hub or Bill Blast.

Skills

• Excellent verbal and written communication skills for interacting with colleagues and business stakeholders.
• Strong analytical skills and attention to detail, with the ability to recognize opportunities for efficiency improvements.
• Ability to troubleshoot and resolve complex problems independently while taking direction well.
• Strong computer skills, including advanced Microsoft Excel (Lookup and PivotTable functions).
• Organized, self-starter with the ability to handle multiple projects and meet concurrent deadlines.
• Ability to prioritize assignments and provide backup billing support to multiple managers.
• Comfortable summarizing and communicating project scope and execution.
• Team-oriented with the ability to work collaboratively in a fast-paced environment.
• Accurate proofreader with strong attention to detail.

Essential Job Expectations

• Demonstrate excellence in serving clients and developing people, upholding firm values.
• Communicate effectively with clients, lawyers, business professionals, and external audiences.
• Produce high-quality work and respond to correspondence efficiently and professionally.
• Meet deadlines, manage competing priorities, and maintain high standards.
• Comply with firm policies and procedures.
• Maintain confidentiality as required in a law firm environment.

Physical Demands

This role involves primarily sedentary work, requiring occasional exertion of up to 10 pounds of force. It includes sitting for extended periods, with occasional walking and standing. Occasional domestic and international travel may be required.

Work Environment

This position offers a hybrid work arrangement combining remote and in-office work. The specific arrangement will be determined at hiring and may be modified at the firm’s discretion.

Pay

The expected hiring range for this position is $89,991 - $137,126 per year, depending on the candidate’s geographic market location and experience.