Client Engagement Manager

ARCHER Systems•Austin, TX

5d•Onsite

About The Position

ARCHER Systems, a leading technology-enabled legal services company, is seeking a highly motivated and self-directed Client Engagement Manager to join their team. This role involves building and maintaining strong relationships with key client law firms, advocating for clients within the organization, and driving client satisfaction through proactive problem-solving and strategic oversight. The position is also responsible for securing new business and identifying upselling opportunities. The ideal candidate will have an in-depth understanding of operational functions within a business and a track record of managing client expectations, resolving escalations, identifying operational gaps, and recommending solutions autonomously.

Requirements

Bachelor's degree or equivalent work experience in a related field.
5+ years of experience in client relationship management, project management, or a similar role within a technology-driven legal services or professional services environment.
Strong background in client retention, upselling, and cross-selling.
Proven ability to work independently, prioritize tasks, and manage multiple client accounts simultaneously.
Excellent communication, negotiation, and problem-solving skills.
Proficiency in project management tools and client relationship management (CRM) software.
Ability to influence, collaborate with, and motivate internal teams toward achieving client goals.
Self-directed & Independent: Comfortable working autonomously, exercising sound judgment, and making decisions that benefit both the client and the organization.
Problem-solving & Critical Thinking: Skilled at identifying and resolving complex issues by applying independent judgment and offering effective solutions.
Relationship Building: Strong interpersonal and communication skills with a proven ability to establish and maintain lasting relationships with clients and internal teams.
Sales & Negotiation Skills: Strong sales acumen with a history of closing deals, upselling services, and identifying growth opportunities to drive revenue.
Client-Focused: Demonstrated commitment to delivering exceptional client experiences while balancing organizational goals and resources.
Strategic Mindset: Ability to analyze data, anticipate industry trends, and apply insights to make strategic decisions that drive client success.
Leadership & Influence: Proven ability to inspire and influence cross-functional teams, driving results through collaboration and self-direction.
Adaptability: Thrive in a fast-paced, startup-like environment. Adapt to changing client needs and shifting organizational goals.

Responsibilities

Build and nurture strong, lasting relationships with key stakeholders at client law firms, acting as their primary point of contact and advocate within ARCHER Systems.
Proactively manage client expectations, ensuring exceptional service delivery and satisfaction through clear communication and timely responses.
Anticipate potential issues before they escalate. Use strong analytical and problem-solving skills to propose actionable solutions that align with both client needs and organizational goals.
Direct internal teams (sales, operations, leadership) to address client needs and resolve operational bottlenecks. Ensure smooth service delivery through effective collaboration.
Oversee the end-to-end process of client engagement, ensuring all service commitments and contractual obligations are fulfilled. Take full ownership of the client experience throughout the service lifecycle.
Educate clients on the full range of company services and identify opportunities to increase revenue through cross-selling and upselling initiatives.
Collaborate with the sales team to scope, price, and negotiate proposals. Work closely with the contract specialist to ensure timely execution and amendments of contracts.
Review and approve client invoices for accuracy. Proactively follow up on accounts receivable to drive collections and resolve any financial discrepancies.
Collect and analyze client feedback to identify opportunities for process improvements. Share lessons learned across teams and contribute to the continuous improvement of service delivery.
Lead internal teams to ensure client success by resolving issues, eliminating operational bottlenecks, and ensuring alignment with client expectations.
Maintain a comprehensive understanding of all operational processes, including workflow management, resource allocation, and continuous improvement initiatives, ensuring optimal efficiency and alignment with organizational goals.