Account Solution Manager

Filevine is a Legal AI company delivering Legal Operating Intelligence for the future of legal work. Grounded in a singular system of truth, Filevine brings together data, documents, workflows, and teams into one unified platform—where modern legal work happens with clarity and consistency.

Powered by LOIS, the Legal Operating Intelligence System, Filevine connects context across every matter to transform legal operations from reactive to proactive. LOIS reads, understands, and reasons across your data to surface insight, automate complexity, and give professionals the clarity and confidence to see more, know more, and do more. Fueled by a team of exceptional collaborators and innovators, Filevine’s rapid growth has earned AI awards and recognition from Deloitte and Inc. as one of the most innovative and fastest-growing technology companies in the country.

Department

Delivery is responsible for owning the customer experience post sale. Their responsibilities include acting as a liaison between the customer and our implementation partners during the customer’s implementation, encouraging daily use of their product portfolio, and year round handling of the customer’s contract including a successful contract renewal. This ownership also includes coordinating with accounts receivable, customer support, expert teams, and sales to accelerate product adoption and maximize the value the customer receives from Filevine.

Job Summary

The Account Solution Manager (ASM) owns every aspect of the post-sale experience for a book of approximately 300 customers. ASMs are problem solvers on behalf of Filevine’s customers and ASMs must develop a working knowledge of the product and the customer to drive optimal customer usage. With that knowledge of Filevine’s product offerings, the ASM will answer customer questions about functionality, diagnose issues they’re experiencing and direct the resolution to the proper internal departments, and continue to facilitate internal and external conversations to ensure the customer’s issues are resolved in a timely manner. They will also need to understand the intricacies of Filevine contacts with our customers in order to find optimal resolutions which result in revenue retention.

Responsibilities:
• Drive solutions for customers from contract through renewal to allow for optimal usage of Filevine.

• Become an expert in the Filevine suite of products and be able to solve technical issues for your customers.

• Network internally to optimize alternative departments strengths to solve large scale issues for your customers

• Analyze customer usage data, develop recommendations, and train teams to spur optimal usage of Filevine products.

• Manage implementation process in conjunction with external stakeholders and customers to ensure smooth onboarding and a robust post-onboarding experience for customers

• Manage the contract renewal process for customers within your assigned book of business and partner with various internal departments to ensure maximum revenue retention

• Hold critical conversations with customers addressing what their needs are from Filevine, and what Filevine’s needs are from them according to the contractIdentifying fiscally responsible resolutions for customer’s needs

• Develop deep working relationships with customers and work with various stakeholders including Expert Teams and Sales to minimize credits and churn and ensure efficient invoice collection.

• Work closely with third-party implementation partners to ensure smooth onboarding and a robust post-onboarding experience for customers

Qualifications:
• Demonstrates expert written and verbal communication skills

• Experience managing or maintaining a book of business

• B2B sales, account management or implementations experience preferred

• Ability to be extremely responsive and proactive when interfacing with customers

• Resilient and adaptable to changes that are natural in a startup environment

• Mature ability to handle challenging conversations with customers

• Biased towards action in your pursuit of achieving goals

Compensation Information: $70,000 - $80,000. The base salary range represents the low and high end of the salary range for this position. The total compensation package for this position will be determined by each individual’s location, qualifications, education, work experience, skills and performance. We believe in the importance of pay equity - the range listed is just one component of Filevine’s total compensation package for employees. This position is also eligible for a paid time off policy, as well as a comprehensive benefits package.

Filevine is an Equal Opportunity Employer. Qualifications for employment, promotion and other terms and conditions of employment are based upon the ability to perform the job. Equal-employment opportunities are provided to all applicants and employees without regard to race, creed, religion, color, age, national origin, sex, disability, veteran status, or other legally protected class. Filevine is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or accommodation due to disability, or if you have concerns related to Filevine’s equal employment opportunities, you may contact us at [email protected]

Cool Company Benefits:
- A dynamic, rapidly growing company, focused on helping organizations thrive
- Medical, Dental, & Vision Insurance (for full-time employees)
- Competitive & Fair Pay
- Maternity & paternity leave (for full-time employees)
- Short & long-term disability
- Opportunity to learn from a dedicated leadership team
- Centrally located open office building in Chicago (1 S Wacker Dr)
- Top-of-the-line company swag

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