Senior Account Manager (Legal Services) - Remote

RR Donnelley•Warrenville, IL

3d•$91,800 - $146,800•Remote

About The Position

The Sr Account Manager - Legal Services is an operations leader who will communicate a vision for how Williams Lea best serves our clients across national or multiple service offerings, and who empowers and enables their team to bring that vision to life. The role is 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. This 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 eBilling Manager serves as the primary operational leader accountable for service delivery, financial performance, process optimization, client satisfaction, SLA attainment, and continuous improvement initiatives. The role requires expert-level knowledge of Aderant BillBlast, legal eBilling workflows, client vendor platforms, accrual management, appeals management, billing compliance, and reporting analytics. This role will coordinate and align itself with the practices and operations of William Lea’s financial group, and/or in accordance with the specific account or portfolio’s needs.

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 financial in that contract over its duration, includes analysis of current and former pricing
Analytical, organized, self-motivated, confidential and ethical partner to the business
Advanced MS Office (example: Excel) and financial software user (example: Aderant BillBlast, Aderant Expert Billing)
Advanced Knowledge of vendor platforms (Legal Tracker, CounselLink, TyMetrix, TeamConnect, Collaborati, e.g.) 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

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, but not limited to 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 team work 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
Maintains 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
Ensures site(s) comply with timing and methodology for financial reporting, forecasting and budget cycles
Partners 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
Adheres to and recommends best practices for deals and contracts to ensure consistency in engagements
Works 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 provides financial data suitable for various audiences, including clients or internal WLT business partners
Lead, coach, and develop management team members
Manages team members in accordance with established management practices, contributes 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