Job Details

Senior Account Manager - Litigation

Company name

Examination Management Services, Inc

Organization Type

In-House

Job Type

Legal Staff

Date Last Verified

Mar 12, 2020

Valid Through

Jun 25, 2020

Posted on

Dec 31, 2019

Years of Experience

5-7 yrs required

Location

Irving, TX, United States

Employment Type

Full-time

Industry

Legal
Practice Area
Litigation >> Litigation - General/Commercial
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Senior Account Manager - Litigation
Duties: Coordinate effective communication with all business units and stakeholders. Proactively ensure satisfaction of customers through routine conference calls and visits. Manage and coordinate customer sales contracts, including new or renewal contracts, increased service additions or addendums, offshoring special arrangements or agreements, including service or agreement extensions or other contractual coordination, as required, as well as coordination with internal groups and Legal contract review team. Responsible for managing pricing requirements, customer and EMSI service level agreements (“SLAs”), ensuring awareness of key penalties or incentives, as agreed upon with customer. Responsible for timely new customer account set up processes for business and users. Attends and coordinates industry, vendor or marketing conferences to increase awareness and sales. Directs, plans, coordinates and leads professionally all client conference calls and meetings for customer, prospect or internal groups ensuring preparedness for all client calls, pre-call meetings are achieved internally and all internal group members are proactively advised of client needs, open issues or concerns and utilizes a pre-set agenda for all calls/meetings. Responsible for preparation and communication of ongoing performance reports for customers, as per business or customer schedules. Provides website and/or software demonstrations and training to prospects or customers, as needed. Daily coordination, project management and quarterbacking between customer, sales and operations teams involving customer implementations, progress and status updates on projects, service issue awareness, timely solution/resolution updates on critical service issues, and follow up to ensure sufficient and complete communication with all individuals involved, customer requirements are met and operational processes are strictly followed. Communicates and promotes key EMSI initiatives to the customer and gains insights on alignment of initiatives to the customer’s needs and goals. Identifies new services and/or product opportunities and ensures effective coordination with operations and/or sales teams. Performs strategic account review with the client to reinforce the EMSI value proposition. Works within the CRM system to ensure proper tracking and documentation of service related and communication activities. Produces detailed trip reports, meeting minutes, project plans or other data as required, and distributes information to appropriate parties. Mentors and openly shares knowledge across the sales and Account Management team regarding product knowledge, customer updates, process and procedures and relationship information. Responsible for scheduling, preparing, and facilitating strategic account reviews and/or quarterly business reviews, as needed including talking ownership for the development and coordination of work, for all presentation materials in advance of said reviews and ensures ample time for internal EMSI stakeholders to review and revise content as needed. Provide input to sales and operations regarding current and future client revenue projections in the routing preparation of monthly and quarterly sales forecasts; and the development of future sales budgets and plans. Responsible for the preparation and development of Requests for Information (“RFI”) and Requests for Proposals (RFP) from assigned customers; works to identify required pricing, features, etc., and engages and coordinates the development of materials from EMSI functional areas and subject matter experts to ensure all requirements are met and ensure ongoing retention of business.

Qualification and Experience

Requirements: Bachelor’s degree required. 5-7 years of progressive related Account Management experience and preferably with large enterprise client organizations. Experience working with a legal services or solutions sales organization. Paralegal experience preferred. Project management experience, detail-orientation, organizational ability, including ability to manage multiple, sometimes conflicting priorities within specific timelines with ease. Prior experience working independently and virtually via home office, using email, conference and web-based solutions with large, decentralized teams and customers nationally. Ability to effectively and accurately interface with multiple levels within a customer’s organization (C-suite, leaders and team members). Exceptional presentation skills, including superior verbal and written communication. Comprehensive knowledge of EMSI products and services. Solid, thorough understanding of complex customer specific requirements. General knowledge of the legal or litigation services industry. Experience successfully working with large, enterprise organizations. Experience using a Customer Relationship Management (“CRM”) system. Ability to dissect complex issues and identify potential solutions. Ability to work collaboratively across a variety of stakeholder groups (e.g., IT, Finance, Operations, etc.) to ensure customer needs are met and the customer experience is maximized. Project management experience, detail-orientation, organizational ability, including ability to manage multiple, sometimes conflicting priorities within specific timelines with ease. Exceptional customer service skills, including aptitude for using diplomacy and persuasion techniques to enable effective solution-based partnership approaches. Prior experience working independently and virtually via home office, using email, conference and web-based solutions with large, decentralized teams and customers nationally. Expert MS Office suite proficiency. Ability to work with success in a faced-paced, cross-functional team environment. Highly motivated and able to consistently achieve requirements. Ability to effectively and accurately interface with multiple levels within a customer’s organization (C-suite, leaders and team members). Exceptional presentation skills, including superior verbal and written communication. Comprehensive knowledge of EMSI products and services. Solid, thorough understanding of complex customer specific requirements. General knowledge of the legal or litigation services industry. Experience successfully working with large, enterprise organizations. Experience using a Customer Relationship Management (“CRM”) system. Ability to dissect complex issues and identify potential solutions. Ability to work collaboratively across a variety of stakeholder groups (e.g., IT, Finance, Operations, etc.) to ensure customer needs are met and the customer experience is maximized. Exceptional customer service skills, including aptitude for using diplomacy and persuasion techniques to enable effective solution-based partnership approaches. Expert MS Office suite proficiency. Ability to work with success in a faced-paced, cross-functional team environment. Highly motivated and able to consistently achieve requirements.

Additional info

Req #1974

Company info

Hiring Coordinator
Examination Management Services, Inc
3050 Regent Boulevard
Suite 400
Irving, TX 75063

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