Director of Client Invoicing & Axiom Support

*Director, Client Invoicing & Axiom Support - Chicago*

Please note this role will be hybrid with three days required in the office and two days remote. 

 About Axiom:

Axiom is where legal teams go to find the right talent for everything from routine in-house tasks to complex outside counsel work. Too many legal departments are stuck having to choose between paying the high fees of their law firm, hiring full-time employees they don’t need, or turning to a low-cost agency that can’t meet their quality standards. At the same time, top lawyers want to work on challenging legal matters, but they want more control over how, when, and where they practice. Both are forced compromises that no one should have to make. Axiom shares and meets the higher standards of its clients and lawyers, with our “work smarter, adapt faster, go further” approach – connecting growing mid-market and Fortune 500 companies with the world’s deepest bench of experienced, specialized legal talent.

About the role:

POSITION OVERVIEW:

Axiom is hiring for a highly motivated and experienced Director to lead and evolve Axiom’s Client Invoicing and Axiom Support teams. Both functions are critical to Axiom’s ability to serve its lawyers and clients, and support its internal teams. Reporting directly to Axiom’s CFO, this is an exciting opportunity for an experienced leader with operational and people management skills to develop a world class Client Invoicing and Support function, lead existing teams through major transitions, and drive the performance of teams that play a critical role in Axiom’s commercial and operational execution. The ideal candidate for this position has successfully led a Billing and Collections Team, support functions (e.g., help desks, call centers, etc.) and has demonstrated the ability to manage teams and drive change and continuous improvement.

The Director of Client Invoicing & Axiom Support will:

• Be responsible for both the strategic direction and continuous improvement of the team as well as day-to-day operations, meeting service level agreements, and managing all aspects of the support function
• Develop a deep understanding of Axiom business and operational processes, as well as the support needs of our talent partners, clients and internal talent recruitment, placement and project teams
• Work closely with the CFO, senior leadership and existing support teams to evolve the existing support model into a best-in-class internal and external support organization
• Drive all necessary parts of the Support Model design and transformation, potentially including strategic org redesign, optimized team structure, updated roles and responsibilities, setting service levels, innovating processes, issue triage, prioritization and other efficiency levers
• Streamline existing processes and reduce any service bottlenecks, including by leveraging improved tech and ticketing solutions as needed
• Help drive the implementation of new technology to automate aspects of processes and increase efficiency
• Set team service goals and be responsible for global resource planning to achieve these goals, including as part of an annual budget review process
• Ensure the team follows the designed processes and leverages the required tools to document and effectively resolve requests, following clear escalation and service tier protocols
• Collaborate with other leaders from finance, payroll, sales, talent placement, recruitment and tech teams to provide and enhance the support function
• Establish a culture of excellence and exceptional customer experience within the support organization
• Continue to grow and develop the team to support Axiom’s significant annual growth and global client coverage
• Improve and manage the operational dashboards to track and monitor key support metrics, maintaining a high-level view of all open customer issues
• Monitor the team performance, conduct performance reviews and provide regular reporting on operational and customer service KPI’s to Axiom leadership
• Act as the final escalation point for the highest priority and most complex support issues

About you:

Qualifications/Experience:

• 7-10+ years of experience managing Billing and Collections Team at a professional services company
• Significant project leadership and management experience and meticulous attention to detail
• Familiarity with effective tech stacks that enable leading customer service and support functions
• Experience leading a team of 20+ direct and indirect reports with a demonstrated ability of managing and inspiring others
• Experience with a pro