Senior Account Manager (Legal Services) - Remote

Company Description

RRD provides marketing, packaging, print, and business services to the world’s most respected brands. The company’s proprietary technology, advanced data analytics, and expertise fuel organizational decision-making from strategy through execution, delivering sustainable solutions with the lowest possible environmental impact. Global organizations and regulated industries trust RRD to reduce complexity and drive audience connections across the entire customer journey.

Job Description

Schedule: Mon-Fri 8am - 5pm (some flexibility) EST. Candidates can be located anywhere in the U.S.

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.

Job duties

(* denotes an “essential function”) 

•  
• *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 auto