The goal of the Account Manager role is to ensure our customers launch Lawmatics successfully, adopt it into their law firm, and achieve the results and value they want in partnership with their Account Manager.

We are currently looking to grow our Account Management Team to ensure our accounts are set up to realize the full potential of their Lawmatics investment. The Account Manager role is key at Lawmatics because it directly impacts our customers’ happiness, engagement, and retention from day one. The purpose of this role is to successfully implement our accounts in Lawmatics, and nurture these relationships to ensure account health, growth, and renewal.

In this role, you will serve as the link between Lawmatics and the customer, operating as the face of our company to create loyal customers. This is the ideal position for motivated, solution-oriented individuals with a genuine passion for helping others, a strong desire to learn, professionalism, and impeccable attention to detail.

What You’ll Do

• Be a Lawmatics platform superuser, mastering all aspects of the platform
• Successfully onboard new customers, ensuring they know how to use the platform and are utilizing best practices
• Act as the main point of contact for accounts for their entire Lawmatics lifecycle
• Assess and track customer health based on account usage, recent communication, onboarding satisfaction, etc. and develop a data-driven action plan for each customer
• Communicate new features to your book of business to ensure they have access to support and professional services and upsell as appropriate
• Efficiently manage professional services for new and existing customers including builder hours, strategic consulting, ongoing training, etc….
• Provide delightful customer experiences and timely response to customer support inquiries via phone, email, and video conferencing
• Effectively collaborate with internal teams to manage the support queue, mitigate risk, and reduce churn
• Understand product roadmap of future updates to better handle customer requests
• Provide feedback and advise the Product team on what functionality ought to be added for current and future enterprise firms based on customer feedback
• Test new features and functionality to confirm it’s ready to be released to the customer base

What You'll Bring

• Bachelor's degree with 2+ years of experience in a customer success or service role
• Excellent written/oral communication and interpersonal skills – you can craft grammatically impeccable emails and are articulate on the phone
• A curious mindset with a keen interest to deeply understand core efficiencies and obstacles facing the client
• An aptitude for learning new products, process, and systems
• Organizational management in setting priorities, adherence to scheduled activities, and timely responses to customers
• Strong technical troubleshooting skills, perseverance, and patience
• An out of the box problem solver who thinks creatively to bring issues to resolution including discovering workarounds using available resources
• An optimistic personality, someone who can empathize with a frustrated customer and help ensure satisfaction