Senior Account Manager

UnitedLex is a data-centric professional services company delivering outcomes that create value and reduce risk for high-performing law firms and corporate legal departments by leveraging a cross-discipline approach to litigation & investigations, IP management, legal operations, and contracts/compliance.

The role of the Senior Account Manager is to manage clients proactively by developing and maintaining a firm understanding of their business needs relative to the UnitedLex product portfolio. You will gain insights & offer solutions, and recommendations, and provide the support UnitedLex provides to mitigate risk, reduce costs, and make the best use of the client's legal data. You will identify and resolve issues; work with colleagues across the organization to oversee the implementation solutions; secure the existing business and increase revenue earning opportunities.

With a primary focus on strategic planning to manage and grow a client's portfolio of UnitedLex solutions, you will work towards evolving client relationships by maximizing the existing revenue and ensuring the delivery of the products and services that support the growth of the client relationship. You will also collaborate with product partners and other stakeholders to ensure an effective and value-adding strategy is identified for the client while minimizing potential risks.

In addition to these AM responsibilities, the Senior role emphasizes proven experience in the AM role within UnitedLex and leadership across the AM and UnitedLex teams. This person is very comfortable with the Litigation and IP lifecycle, the common challenges faced by clients, and how and when UnitedLex's products and services are appropriate solutions. Senior AMs regularly interact with UnitedLex leadership on strategy and risk mitigation, and they act as mentors to other members of the AM team.

This is a remote position, and we welcome applicants from throughout the United States. See "About Us" for more information about our corporate philosophy, perks, and benefits!

Principle Duties and Accountabilities

• Become a trusted advocate/advisor with clients.
• Discover and influence the client's desired outcomes and ensure both UnitedLex and the client are fully aligned on how to achieve and measure those results.
• Advise clients on strategies and tactics for developing a best practice approach to legal risk mitigation, reduction of legal costs, and gaining full benefit from their legal data.
• Establish and oversee our client's adoption, training, and development of best practices, including effectively implementing client adoption strategies where appropriate.
• Provide excellence in client advocacy, driving satisfaction and a high likelihood to recommend our solution.
• Identify opportunities to increase or expand client engagement with UnitedLex products and services in the context of maximizing usage, satisfaction, and ROI.
• Manage renewal process as necessary.
• Establish and maintain effective working relationships with geographically distributed virtual matrix teams across multiple business verticals and functions, including sales.
• Responsible, as a consolidated escalation point, for overall account management across UnitedLex's operations and services delivering a single service solution; identifying and resolving issues; working with colleagues across the organization to deliver an exceptional client experience; securing the existing business and identify expansion opportunities across the range of products and services offered by UnitedLex.
• Conduct internal reviews across all products and services to ensure continuous client focus, commitment, and engagement.
• Take ownership of the Client Success Plan; collaborate with sales partners to coordinate internal and client senior management/stakeholders for regular reviews of progress against documented goals, priorities, and success criteria.
• Contribute to UnitedLex's growth objectives by maintaining high client satisfaction levels and providing insights on growth and expansion opportunities; identify opportunities to increase or expand a client's engagement with UnitedLex products and services in the context of maximizing usage, satisfaction, and ROI. UnitedLex | Confidential Internal Use Only 4
• Mentor other Account Managers

Skills and Experience

• 7 - 10 years of client-facing customer success or account management experience
• 5-7 years of litigation, intellectual property, and/or legal ops experience
• Experience managing client renewals process including coordinating all relevant participants (e.g. client procurement, UnitedLex legal, etc.) to successful completion.
• Firm understanding of UnitedLex products and services, where they fit within the Litigation, IP and/or legal ops lifecycles, and the client business problems they solve.
• Ability to effectively interact at all levels of an organization and secure delivery of commitments.
• Capability to identify and analyze strategic aspects of enhancing and building client relationships.
• Exemplary communicator, ability to work with virtual matrix organizations, inspire teams, identify potential opportunities and deliver against expectations and commitments.
• Works well under pressure and delivers on time across multiple accounts and conflicting priorities.
• Is able to identify client insights from general discussions and feedback.

Key Performance Indicators

• This person is ultimately responsible for owning the long-term relationship with our clients and is motivated by client retention and growth, providing business solutions, and identifying opportunities to extend products and services into the account.
• Retain clients and grow revenue and product breadth.
• Collaborate with sales organizations to identify growth opportunities.
• Develop and execute account plans.
• Identification and development of new offerings or improvements to further evolve client solutions where applicable.
• Positive movement in customer satisfaction for the targeted clients
• Generate referrals, case studies, and references with existing clients.