Account Solution Manager

Account Solution Manager

Filevine is forging the future of legal work with cloud-based workflow tools. We have a reputation for intuitive, streamlined technology that helps professionals manage their organization and serve their clients better. Were also known for our team of extraordinary and passionate professionals who love working together to help organizations thrive. Our success has catapulted Filevine to the forefront of our fieldwe are ranked as one of the most innovative and fastest-growing technology companies in the country by both Deloitte and Inc.

Our Mission

Filevine is building the seamless intersection between legal and business by creating a world- class platform to help professionals scale.

Department

Delivery is responsible for owning the customer experience post sale. Their responsibilities include acting as a liaison between the customer and our implementation partners during the customers implementation, encouraging daily use of their product portfolio, and year round handling of the customers contract including a successful contract renewal. This ownership also includes coordinating with accounts receivable, customer support, expert teams, and sales to accelerate product adoption and maximize the value the customer receives from Filevine.

Job Summary

The Account Solution Manager (ASM) owns every aspect of the post-sale experience for a book of approximately 300 customers. ASMs are problem solvers on behalf of Filevines customers and ASMs must develop a working knowledge of the product and the customer to drive optimal customer usage. With that knowledge of Filevines product offerings, the ASM will answer customer questions about functionality, diagnose issues theyre experiencing and direct the resolution to the proper internal departments, and continue to facilitate internal and external conversations to ensure the customers issues are resolved in a timely manner. They will also need to understand the intricacies of Filevine contacts with our customers in order to find optimal resolutions which result in revenue retention.

Responsibilities

• Drive solutions for customers from contract through renewal to allow for optimal usage of Filevine.
• Become an expert in the Filevine suite of products and be able to solve technical issues for your customers.
• Network internally to optimize alternative departments strengths to solve large scale issues for your customers
• Analyze customer usage data, develop recommendations, and train teams to spur optimal usage of Filevine products.
• Manage implementation process in conjunction with external stakeholders and customers to ensure smooth onboarding and a robust post-onboarding experience for customers
• Manage the contract renewal process for customers within your assigned book of business and partner with various internal departments to ensure maximum revenue retention
• Hold critical conversations with customers addressing what their needs are from Filevine, and what Filevines needs are from them according to the contractIdentifying fiscally responsible resolutions for customers needs
• Develop deep working relationships with customers and work with various stakeholders including Expert Teams and Sales to minimize credits and churn and ensure efficient invoice collection.
• Work closely with third-party implementation partners to ensure smooth onboarding and a robust post-onboarding experience for customers

Qualifications

Filevine is an Equal Opportunity Employer. Qualifications for employment, promotion and other terms and conditions of employment are based upon the ability to perform the job. Equal-employment opportunities are provided to all applicants and employees without regard to race, creed, religion, color, age, national origin, sex, disability, veteran status, or other legally protected class. Filevine is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or accommodation due to disability, or if you have concerns related to Filevines equal employment opportunities, you may contact us at legal@filevine.com

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