Senior Account Manager (Legal Services) - Remote

About the role

This position is an operations leader responsible for the overall leadership, performance, and strategic direction of a large-scale legal eBilling operation supporting law firm clients through Aderant BillBlast and related eBilling platforms. The role oversees a team of approximately 37 professionals through direct leadership of one Account Manager and three Supervisors responsible for eBilling Operations, Billing Services, and Compliance Services.

The Sr Account Manager serves as the primary operational leader accountable for service delivery, financial performance, process optimization, client satisfaction, SLA attainment, and continuous improvement initiatives. This role requires expert-level knowledge of Aderant BillBlast, legal eBilling workflows, client vendor platforms, accrual management, appeals management, billing compliance, and reporting analytics.

Candidates can be located anywhere in the U.S.

Schedule

Mon-Fri 8am - 5pm (some flexibility) EST.

Responsibilities

• Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employees.
• People Leadership – develop a highly functioning client team:
  • Responsible for full employee lifecycle of direct and indirect reports including interviewing and hiring; onboarding and induction; on-the-job training; professional learning, development, and growth; performance management including reviews and goal setting; talent management including succession planning for key roles; off-boarding management.
  • Ensure direct and indirect reports understand and are compliant with company and client policies, service level agreements (SLAs) and expected quality of work, utilizing corrective action when necessary.
  • Engage in regular and consistent communication with employees, hold regular team meetings and individual (1:1) meetings to ensure open lines of communication for company and client information, as well as to discuss clear expectations, performance and progress against goals and development.
  • Foster cross-training and a sense of teamwork to optimize client service delivery.
• Customer & Account Leadership:
  • Manage relationships with clients by ensuring a high level of customer satisfaction.
  • Create and present monthly Client Service Review (CSR); reflect on data presented and be prepared to discuss ideas for process improvement and benefits to the client to support informed decision-making.
  • Solicit feedback from clients (client outreach) regularly.
  • Educate clients on Williams Lea services already provided and those available through strong sense of the client’s business and the impact our services may have on their success.
  • Identify opportunities for account growth, new services, resolutions to client challenges through communication with clients/end-users – escalate opportunities to manager.
• Drive operational excellence across all invoice lifecycle stages: Ready to eBill, automated submission, error management, appeals, accruals, client acceptance, and reporting.
• Monitor workload distribution and staffing utilization to ensure appropriate coverage and service levels.
• Maintain effective controls to maximize profits and to ensure conformity with budgets.
• Lead escalations involving invoice disputes, vendor platform issues, compliance concerns, and billing delays.
• Conduct recurring business reviews and operational reporting meetings along with presenting performance results, trends, risks, and corrective action plans.
• Ensure site(s) comply with timing and methodology for financial reporting, forecasting and budget cycles.
• Partner with business leadership to successfully deliver profit improvement and/or financial success against contract terms.
• Develop and maintain best practices for: invoice automation, error bucket management, workflow optimization, dashboard utilization, vendor platform integrations.
• Drive reduction of aged invoices, rejection volumes, and follow-up inventories.
• Partner with Aderant and client stakeholders regarding system enhancements and workflow improvements and establish governance around BillBlast status management, reporting accuracy, and operational controls.
• Adhere to and recommend best practices for deals and contracts to ensure consistency in engagements.
• Work closely with business partners to develop effective relationships, and contribute to financial administrative procedures that reduce costs, improve efficiency and/or enhance client relationships.
• Successfully provide financial data suitable for various audiences, including clients or internal WLT business partners.
• Lead, coach, and develop management team members.
• Manage team members in accordance with established management practices, contribute to training and development of these team members.
• Conduct performance reviews and talent planning activities.
• Foster a culture of ownership, continuous improvement, and client service excellence.

Requirements

• Bachelor’s degree in Finance, Accounting or other related field, or equivalent experience is required.
• 5 or more years’ experience in leading all aspects of eBilling, Billing, and Compliance service delivery.
• Ability to manage a P&L - including forecasting, costing, pricing, budget management, revenue responsibilities, etc.
• Deep understanding of contract management principles required to ensure performance against agreed terms and conditions, understanding deal structures, client solutions and ongoing risk management.
• Ensure timely and accurate invoice processing through Aderant BillBlast and associated vendor systems.
• Clear understanding of the commercial levers regarding an outsourcing contract and how to effectively manage financials in that contract over its duration, including analysis of current and former pricing.
• Analytical, organized, self-motivated, confidential and ethical partner to the business.
• Advanced MS Office (e.g., Excel) and financial software user (e.g., Aderant BillBlast, Aderant Expert Billing).
• Advanced knowledge of vendor platforms (Legal Tracker, CounselLink, TyMetrix, TeamConnect, Collaborati, etc.) to support, monitor and maintain Williams Lea and firm employee access.
• Able to present financial information effectively both in writing and verbally.
• Proven customer service skills are required in order to create, maintain and enhance customer relationships.
• Good written and verbal communication skills, including professional telephone and email etiquette.
• Attention to detail with good organizational skills.
• Must be able to meet deadlines and complete all projects and escalations in a timely manner.
• Ability to handle sensitive and/or confidential documents and information. Able to make independent decisions that conform to business needs and policy.
• Must work well in a team environment.
• Must be able to interact effectively with multi-functional and diverse backgrounds.
• Ability to work in a fast-paced environment.
• Must be self-motivated with positive can-do attitude.

Supervision

Direct reports: 0-50; including Sr. eBilling Analyst, eBilling Analyst, Billing Analyst, Billing Supervisor, eBilling Supervisor, Account Manager.

Reports to: Managing Director, Account Director.

Job relationships

• Internal: This position works closely with peers, managers, and various other business partners.
• External: Clients, Vendors.

Pay

The salary range for this role is $91,800 to $146,800 per year. Starting pay decisions are determined based on multiple factors including but not limited to relevant education, qualifications, skills, experience, certifications, proficiency, performance, shift, location, and other business needs. Typically, roles follow step progressions to a target rate or set increments over time.

Benefits

• Medical, dental, and vision coverage.
• Paid time off.
• Disability insurance.
• 401(k) with company match.
• Life insurance and other voluntary supplemental insurance coverages.
• Parental leave.
• Adoption assistance.
• Tuition assistance.
• Employer/partner discounts.