Manager, Client Accounts

Responsibilities

• Partners with stakeholders to understand business needs, implement best practices for Global Billing and Reporting, and drive results through innovation and thought leadership.
• Leads Client Account Analysts, ensuring alignment with firm billing practices, policies, and procedures while providing daily supervision, support, and guidance.
• Oversees monthly billing close and open processes, provides issue-resolution guidance, and escalates delays or concerns to senior leadership.
• Serves as an escalation point for clients, attorneys, and business professionals; researches and resolves issues, including account analysis, to support timely resolution.
• Escalates unresolved global billing or reporting issues to senior management to support timely resolution.
• Tracks team metrics, analyzes service-level trends, and implements solutions to maintain exceptional client service.
• Creates, maintains, and validates complex monthly reporting; identifies additional reporting needs to strengthen client support.
• Serves as an escalation point for clients, attorneys, and business professionals; researches and resolves issues, including account analysis, to support timely resolution.
• Supports project management initiatives and leads projects through planning, development, and execution.
• Meets regularly with assigned team members, prepares agendas, and tracks key discussion items.
• Trains new team members on global billing and reporting processes, procedures, and required training.
• Performs other duties as assigned.

Qualifications

• Strong communication and interpersonal skills required to interact with business professionals and timekeepers.
• Must be team-oriented and have the ability to work effectively and collaboratively in a fast-paced environment which may require long hours to meet workload needs.
• Must have strong attention to detail.
• Ability to troubleshoot and resolve complex problems required.
• Has proven analytical skills.
• Able to work independently and take direction well.
• Able to lead and manage a diverse team and provide training and guidance to ensure consistent application of billing procedures across the team.
• Exercises sound judgment and decision-making skills.

Desired Skills

• Strong communication and interpersonal skills required to interact with business professionals and timekeepers.
• Must be team-oriented and have the ability to work effectively and collaboratively in a fast-paced environment which may require long hours to meet workload needs.
• Must have strong attention to detail.
• Ability to troubleshoot and resolve complex problems required.
• Has proven analytical skills.
• Able to work independently and take direction well.
• Able to lead and manage a diverse team and provide training and guidance to ensure consistent application of billing procedures across the team.
• Exercises sound judgment and decision-making skills.

Essential Job Expectations

• Communicate effectively, both verbally and in writing, with clients, lawyers, business professionals, and external audiences.
• Produce high-quality work and respond to correspondence in an efficient, timely, and professional manner.
• Meet deadlines, manage competing priorities, and commit to meeting high standards.
• Comply with firm policies and procedures.
• Maintain confidences as required in a law firm environment.

Physical Demands

• Sedentary work: This is primarily sedentary work, requiring occasional exertion of up to 10 pounds of force to lift, carry, push, pull, or move objects.
• The role involves sitting for extended periods, with occasional walking and standing, and occasional travel, both domestic and international.

Work Environment

• The individual selected for this position may have the opportunity for a hybrid work arrangement comprised of remote and in-office work, the requirement for which will be determined in coordination with the hiring manager or supervisor and may be modified in the firm’s discretion in the future.