National Firm Account Manager

Job Description

Libra Solutions helps simplify and ease the burden of legal processes for plaintiffs, heirs, and the attorneys and doctors who serve them. By combining financial strength with technology-driven innovation, we simplify difficult legal processes, reduce delays, and help people access both money and the care they need, when they need it most. Our companies are leaders in their industries! MoveDocs streamlines the coordination of medical, financial, and professional services for personal injury cases—improving efficiency for attorneys, care providers, and their clients. Oasis Financial is the largest and most recognized plaintiff funding brand in the nation, having helped 400,000+ plaintiffs access more than $2 billion in funding while their personal injury cases progress. And through Probate Advance, we enable heirs to access their inheritance without waiting through the lengthy probate process.

Together, under the Libra Solutions banner, we support a nationwide network of more than 45,000 attorneys and 10,000 healthcare providers – creating a powerful platform to deliver faster, more seamless outcomes for our customers.

The National Firm Account Manager is responsible for growing MoveDocs' most strategic law firm partnerships. This role is accountable for both relationship strength and consistently delivering high-quality outcomes – ensuring firm behavior, internal execution, and platform utilization align to drive performance and accelerated growth across all firm locations and touchpoints.

Success requires proactively identifying and resolving risks before they surface and working with internal teams and law firm partners to execute agreed workflows, timelines, and performance expectations.  This occurs by building trusted relationships with firm leadership while partnering closely with Operations, Revenue, and Executive Leadership to ensure seamless execution, resolve complex challenges, and drive revenue growth. The Account Manager must develop a deep understanding of each firm's organizational structure, business model, workflows, strategic priorities, and geographic footprint to effectively support multi-state operations.

This individual acts as the internal champion for assigned accounts, leveraging data, analytics, and cross-functional collaboration to identify trends, remove barriers, and implement scalable solutions that improve performance and strengthen client relationships. The role requires strong executive presence, strategic thinking, operational acumen, and the ability to lead through influence.

Regular travel is required.

Core Responsibilities

Strategic Account Ownership

• Serve as the primary relationship owner for MoveDocs' largest and most strategic law firm partnerships.
• Build and maintain trusted relationships with firm leadership and key stakeholders.
• Develop a comprehensive understanding of each firm's structure, objectives, workflows, office locations, and market dynamics.
• Act as the internal subject matter expert on assigned accounts and ensure alignment across departments.
• Lead regular business reviews, market visits, and strategic planning discussions.

Client Experience & Operational Excellence

• Proactively identify breakdown points in workflows and implement durable, corrective actions before they impact scheduling, settlement timelines, or customer satisfaction.
• Owns forward looking account plans that anticipate volume changes, staffing constraints, and operational risks, by forecasting expected top of the funnel growth and partnering internally with Revenue, Operations, and Analytics leadership to help adjust forward staffing models accordingly.
• Monitor account performance through operational and financial metrics, client feedback, and Power BI dashboards.
• Reduce reactive escalations by driving preventative process improvements and tighter execution discipline by identifying trends, risks, and opportunities before impacting customer satisfaction or revenue.
• Coordinate cross-functional resources to resolve issues, improve execution, and deliver sustainable results.
• Establish and enforce clear expectations with law firm partners regarding quality, responsiveness, and workflow adherence.
• Drive continuous improvement in workflows, communication, service delivery, and mutual accountability by ensuring both MoveDocs and the Law Firm meet defined SLA’s and performance standards.

Cross-Functional Leadership

• Build strong partnerships across Operations, Revenue, Product, and Executive Leadership teams.
• Lead through influence by aligning stakeholders around priorities and solutions.
• Facilitate root-cause analysis and problem-solving efforts that result in measurable improvements.
• Escalate issues appropriately after collaboration and resolution efforts have been exhausted.
• Foster accountability and partnership across teams supporting assigned accounts.
• Own issue resolution end-to-end; does not delegate problems without maintaining accountability for outcomes; this role does not operate as a pass-through for customer issues, it owns resolution from identification through implementation.

Multi-State Account Management

• Develop a thorough understanding of each firm's geographic footprint and market-specific needs.
• Partner with Regional Vice Presidents and Operations leaders to ensure consistent execution across locations.
• Maintain regular visibility within assigned firms through travel and in-person engagement.
• Ensure MoveDocs service standards are consistently delivered across all offices and markets.

Key Performance Indicators

Success in this role will be measured by owning commercial performance of assigned accounts, including revenue growth, retention, and expansion opportunities

• LTR growth across assigned national accounts and regions.
• Account health and scorecard performance.
• Client satisfaction and relationship strength.
• Settlement rate achievement versus target.
• Responsiveness and effectiveness of internal and external communication.
• Forecast accuracy for projected volumes impacting operational demand and support.
• Reduction in preventable escalations and timely resolution of client escalations and service issues.
• Successful execution of cross-functional initiatives impacting account performance.
• Improvement in operational metrics, service levels, and client adoption.
• Client engagement and use of platform. 
• Positive feedback from clients and internal business partners.
• Completion of quarterly business reviews with firm leadership.
• What success looks like:
• Within 90-days: Establish credibility with firm leadership and internal stakeholders, develop 2027 forecasting for top-of-funnel activities that impact operational demand and performance, and identify and develop remediation plans for the top 3-5 risks per relationship.
• Within 6 months: Reduced escalations, improved operational metrics including settlement rate to target, and implemented at least one scalable workflow improvement per relationship

Requirements

• Proven success managing complex, enterprise-level client relationships.
• Experience managing operationally complex accounts where success depends on workflow execution, not just relationship management.
• Strong executive communication and relationship management skills.
• Ability to analyze data, identify trends, and translate insights into action.
• Demonstrated experience leading cross-functional initiatives without direct authority.
• Strong operational mindset with a focus on accountability, execution, and continuous improvement.
• Track record of driving behavior change with external partners or customers.
• Comfort operating in an ambiguous environment and taking ownership of outcomes without clear authority and often leading through influence.
• Ability to travel regularly to support client relationships and business objectives.
• Key Attributes
• Strategic thinker
• Relationship builder
• Operationally driven
• Highly accountable
• Collaborative and influential
• Proactive problem solver
• Customer-focused with strong business acumen

Benefits

We believe taking great care of our customers starts with taking great care of our people. That’s why we offer competitive compensation and a comprehensive benefits package, including a choice of multiple medical plans, dental, vision, and life insurance, a 401(k) with generous company match, flexible spending accounts for medical and dependent expenses, and time off to recharge.