Senior Client Account Manager

Job Description

About Us: 

Zipliens is a leading lien resolution company that specializes in streamlining the lien process for personal injury law firms. We are looking for proactive, results-driven individuals to join our dynamic team.

Job Description: 

We are seeking a seasoned, strategic, and results-oriented Senior Client Account Manager to join our growing team. In this senior role, you will be responsible for fostering strong relationships with key clients, driving engagement and ensuring long-term retention. You will leverage your expertise to proactively address client needs, implement process improvements, and serve as a strategic advisor to law firms utilizing Zipliens for their lien resolution needs.  

As a key member of the Client Success team, you will collaborate closely with marketing, inside sales, and lien resolution teams to develop strategies that elevate client satisfaction and drive business growth. Your ability to navigate complex client interactions and provide high-level solutions will be critical to the success of both our clients and our organization.

Requirements

Responsibilities:

Strategic Client Management 

• Manage a portfolio of high-value clients, ensuring exceptional service and long-term retention.

Client Engagement & Retention Strategies 

• Develop engagement initiatives that increase product utilization and drive revenue growth. Advocate internally for client needs.
• Conduct thorough business reviews, assessing client health and identifying opportunities for growth.
• Improve engagement workflows and drive operational efficiency through CRM data analysis.

Data-Drive Insights & Reporting 

• Analyze client data to track engagement, satisfaction, and areas for improvement. Provide insights to optimize client success strategies.
• Implement improvements based on data-driven findings. Recommend changes to engagement strategies based on analysis.

Client Onboarding & Training

• Oversee and refine a structured onboarding process, conducting executive-level training sessions to maximize client engagement and utilization of the Zipliens portal.

Issue Resolution & Risk Mitigation

• Address complex client concerns, resolving issues swiftly, and proactively mitigate risks.

Cross-Department Collaboration

• Collaborate with internal teams to refine processes, enhance service offerings, and drive continuous improvement in client experience. 

Thought Leadership & Event Representation

• Represent Zipliens at industry events, webinars, and networking opportunities, strengthening brand presence and client engagement.

Leadership & Strategy

• Lead strategic initiatives within the client success team, refining processes and mentoring junior team members.

Qualifications:

• 5+ years of experience in client services, client success, or strategic account management, preferably within the legal tech space or personal injury industry. 
• Bachelor’s Degree required; a focus in business, law, or a related field is preferred. 
• Proven track record of managing high-value client accounts and driving business growth through client engagement strategies.
• Strong executive communication and negotiation skills, with the ability to influence and build credibility at all levels. 
• Familiarity with CRM software (e.g., Salesforce, HubSpot) and proficiency in Microsoft Office Suite.
• Experience working with SaaS platforms, with the ability to guide clients in maximizing the Zipliens technology solutions effectively. Experience performing business analysis from data reports
• Demonstrated ability to analyze client data, identify trends, and implement data-driven solutions.
• Experience conducting strategic business reviews and high-level training presentations.
• Self-motivated leader with the ability to work independently and drive initiatives forward. 
• Strong problem-solving skills, with the ability to navigate complex client needs in a fast-paced environment
• Ability to travel up to 20% for client meetings, industry events, and in-person engagements.

Benefits

• Private Health Care Plan (Medical, Dental & Vision)
• Company-Paid Short-Term Disability Coverage
• 401K Plan with a company match
• Paid Time Off (Vacation, Sick & Select Holidays)
• Maternity & Paternity leave
• Ability to work from home

Pay Disclosure: In the states of CA, CO, CT, NV, NY, RI, WA, the total base salary range for this role is $68,000 - $86,000 annually, with opportunity for a quarterly discretionary bonus. Final compensation will be determined based on skills and experience.