Client Account Manager

K2 Services•Phoenix, AZ

About The Position

Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best. Oversees the direct activities and workflow coordination, special projects, and workload distribution of the various client services that could include document processing, proofreading, administrative services, prebilling/billing assistance, or research. This position will serve as the liaison for all external stakeholders utilizing the services. This position will also serve as the liaison for all internal stakeholders.

Requirements

Bachelor’s degree or equivalent experience
3-5 years’ experience in a supervisor role or process management, preferably in a law firm environment
Advanced knowledge of legal policies and procedures
Excellent written and verbal communication skills
Strong interpersonal skills
Ability to organize, prioritize, and coordinate multiple assignments
Maintain confidential information
Make objective, independent judgments
Ability to excel under pressure and provide quality work product
Clearly and effectively communicate with varying levels of people within the organization
Work productively and cooperatively with other employees

Responsibilities

Oversee and direct the day-to-day business operations of multiple service lines on the account
Manage all performance management related duties with assistance from HR and team supervisor(s), as needed, to ensure employees are meeting performance standards and adhering to company policies
Ensure all team members achieve the goals and objectives of the account identifying issues and problems and recommending solutions to management
Maintain daily contact with customers in person, via telephone and through email to discuss needs, requirements, and deadlines, answer and resolve problems and negotiate time requirements as appropriate.
Implement and maintain quality control mechanisms
Report utilization and productivity metrics to the client and provide expert knowledge, technical support, and training to the team to ensure operational efficiency
Work closely with the training team to evaluate skill sets, staff training, and development programs and customer service standards
Manage recruiting, interviewing, and selection of candidates for open positions
Test and troubleshoot new applications and upgrade releases, as necessary
Develop and generate statistical reports
Review customer satisfaction survey results and reworks; provide timely feedback and monitor issues through to remediation; ensure team completes requisite trainings
Resolve grievances and issues raised by lawyers, paralegals and other job requestors
Conduct team meetings as appropriate
Document and promote best practices, tip sheets, and QRGs
Practice and foster an atmosphere of teamwork and cooperation