Account Manager

MDK, an innovative law firm, is seeking a detail oriented and relationship driven Account Manager to play a key role in ensuring the seamless delivery of services to MDK’s clients. This role manages the coordination of client onboarding, operational workflows, service levels, and documentation of client preferences. The Account Manager supports Client Relationship Managers (CRMs) by handling administrative and operational tasks, enabling CRMs to focus on strategic relationship management and business development.

Essential Duties and Responsibilities:

Client Coordination & Support:

• Schedule and coordinate client calls and meetings in alignment with CRMs.
• Field and organize loan-level data gathering requests for clients.
• Assist operational pods where needed with administrative client needs – follow-ups on client system access, loan access, etc.

Service Delivery & Quality Assurance:

• Monitor service levels, timelines, and deliverables to ensure MDK meets client obligations.
• Coordinate issue resolution by collaborating across internal teams, escalating when needed, while ensuring CRMs remain the primary client-facing contact.
• Document client preferences, workflows, and updates to ensure consistency across the team.

Performance Monitoring & Reporting:

• Provide regular performance reporting and client-facing summaries to demonstrate results and highlight service value.

Brand and Industry Positioning:

• Support CRMs by preparing materials and coordinating logistics for initiatives that enhance MDK’s industry reputation and presence.

Collaboration & Process Improvement:

• Partner with CRMs, Client Performance Analysts, and internal departments to streamline workflows and ensure quality service delivery.
• Identify opportunities to improve operational processes, enhance efficiency, and increase client satisfaction.

Client Onboarding and Coordination:

• Oversee client onboarding and deliverables of new work (e.g., new portfolios or referral types) by collaborating with internal teams, ensuring consistent and timely communication on progress.
• Ensure smooth transitions for onboarding new clients, expanded business, or service-released files.

Client Presentations and Materials:

• Assist in the preparation and coordination of client experience materials, messaging, and training resources to support CRMs in presenting MDK’s brand.

Brand Loyalty and Client Engagement:

• Enhance MDK’s brand loyalty by promoting our mission and values both internally and externally through all client interactions.

Department Event Coordination:

• Assist the team with various travel tasks surrounding in-person meetings, conference attendance, etc.

Support Team Initiatives:

• Contribute to team and firm-wide goals, engaging in additional department projects as assigned.

The responsibilities defined above are not an all-inclusive list, but a general summary of typical duties. Individuals in this position may be asked to perform a wide range of related tasks.

Requirements:

• Requires a high school diploma. Bachelor’s degree in business, marketing, communications or related field preferred.
• Minimum 2 years prior experience in client service, account coordinat