Senior Account Manager
About The Position
The Senior Account Manager is a strategic operations and client services leader responsible for overseeing Williams Lea’s service delivery within an international law firm. Based in Miami, the role leads on-site operations across Miami, Boca Raton, and Atlanta, with responsibility for client service, operational excellence, financial performance, and employee engagement. The position serves as the primary relationship manager for senior client stakeholders and drives innovation, operational improvements, and business growth opportunities. The role calls for a people-focused leader who builds strong relationships, inspires teams, and fosters a positive, high-performing workplace culture. The schedule is Monday through Friday, 8 a.m. to 5 p.m., with a one-hour unpaid lunch break and some flexibility required. The role is fully onsite, with periodic travel to Boca Raton and Atlanta.
Requirements
- Bachelor’s degree or equivalent professional experience.
- At least 6 years of leadership experience in client services, operations management, hospitality, legal services, banking, professional services, or a similar customer-centric environment.
- Demonstrated success managing client relationships and overseeing complex service delivery operations.
- Strong financial acumen, including experience managing budgets, forecasting, reporting, and profit-and-loss responsibility.
- Ability to present data, operational metrics, and business recommendations to senior stakeholders.
- Experience leading and developing teams in a multi-site environment.
- Strong operational management, problem-solving, and decision-making capabilities.
- Exceptional interpersonal, communication, presentation, and negotiation skills.
- Proficiency with Microsoft Office Suite, particularly Excel and PowerPoint, and reporting tools.
- Ability to work fully onsite in Miami and periodically travel to Boca Raton and Atlanta.
Responsibilities
- Serve as the primary point of contact and trusted advisor for senior client stakeholders across multiple office locations.
- Build and maintain client relationships through proactive communication, partnership, and exceptional service delivery.
- Lead monthly and quarterly business reviews, presenting operational metrics, performance data, service trends, and strategic recommendations.
- Identify process improvements, service enhancements, and innovation initiatives that create value for the client.
- Understand evolving client needs and implement solutions that improve efficiency and service outcomes.
- Negotiate solutions, resolve escalations, and drive positive outcomes for the client and business.
- Provide operational oversight for service teams in Miami, Boca Raton, and Atlanta.
- Travel periodically to Boca Raton and Atlanta to maintain stakeholder relationships, support teams, and ensure consistent service standards.
- Ensure locations meet contractual obligations, service level agreements, quality standards, and client expectations.
- Lead operational planning, workflow optimization, resource allocation, and continuous improvement initiatives.
- Use reporting tools and operational data to manage performance, productivity, staffing, and quality outcomes.
- Promote accountability, excellence, and proactive problem-solving across all locations.
- Manage account financial performance, including budgets, forecasting, reporting, and profitability.
- Review and manage monthly profit and loss statements, labor allocations, invoicing, and operational expenses.
- Identify operational efficiency improvements while maintaining service standards.
- Partner with finance teams on budgeting, forecasting, and strategic business planning.
- Make business decisions that positively affect account performance and client satisfaction.
- Lead, coach, and develop approximately 5–10 employees across multiple locations.
- Foster an inclusive, collaborative, accountable, high-performing team culture focused on service excellence.
- Manage recruitment, onboarding, training, performance management, succession planning, and employee development.
- Act as a visible and approachable leader who supports engagement and strong team performance.
- Promote cross-training and professional development to strengthen team capability and service continuity.
Benefits
- Medical coverage
- Dental coverage
- Vision coverage
- Paid time off
- Disability insurance
- 401(k) with company match
- Life insurance
- Voluntary supplemental insurance coverages
- Parental leave
- Adoption assistance
- Tuition assistance
- Employer and partner discounts
- Potential overtime, shift differential, call-in, and/or stand-by pay, depending on the role
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What This Job Offers
Job Type
Full-time
Career Level
Senior
