Job Description

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.

We are seeking a dynamic, detail-oriented Account Manager to join our growing Customer Success team. In this role, you will manage the day-to-day relationship for a broad portfolio of personal injury law firms, ensuring a positive customer experience from onboarding through ongoing engagement. 

The Account Manager serves as a primary point of contact for our legal professional customers, supporting day-to-day needs, conducting regular check-ins, and driving adoption of Zipliens' services through structured, repeatable engagement across a high volume of accounts. By fostering strong relationships and collaborating with internal teams, you will help build long-term partnerships that drive both customer satisfaction and organizational success.

Requirements

Responsibilities:

Customer Management & Engagement

• Serve as the day-to-day point of contact for a portfolio of assigned firms, addressing inquiries promptly and escalating issues when necessary.
• Schedule and conduct regular, value-centric customer check-ins to validate account health and strengthen relationships.
• Manage CRM workflows and sequences to support ongoing customer engagement and account health at scale.
• Support customer appreciation initiatives, including office visits and customer gifting programs, to foster positive and lasting relationships.

Data-Driven Insights & Reporting

• Generate reports and track customer data for assigned accounts.
• Monitor activity and engagement trends, identifying potential risks or opportunities within the account portfolio.
• Share qualitative and quantitative observations with your leadership and take follow-up actions to support customer outcomes, escalating accounts that show signs of elevated complexity or risk.

Customer Onboarding & Training

• Create and maintain accurate customer records during onboarding.
• Schedule and deliver user training sessions to ensure effective adoption of the Zipliens portal.
• Orchestrate strategic, milestone and KPI-driven pilot launch plans on key new or expansion accounts 

Issue Resolution & Risk Mitigation

• Identify customer issues and escalate to your leadership when an account's complexity or value exceeds standard scope.

Cross-Department Collaboration

• Partner with Sales, Marketing, Lien Resolution, and Tech teams to ensure seamless onboarding, customer engagement, and overall customer satisfaction.

Event Participation

• Attend industry events and webinars as needed to represent the company, engage with current customers, and network with potential customers.

Organizational Support

• Adapt to evolving customer and business needs.
• Contribute feedback and recommendations to improve processes and the customer experience.

Qualifications:

• 3+ years of experience in customer services, customer management, or sales, preferably within the legal tech, SaaS, or personal injury industry.
• Bachelor's degree required; focus in business, law, or a related field preferred.
• Proficient in CRM software (e.g., Salesforce, HubSpot) and Microsoft Office Suite; advanced CRM experience or certification highly desirable, AI experience a plus.
• Strong communication and interpersonal skills, with the ability to build relationships quickly.
• Excellent organizational skills and attention to detail.
• Comfortable working with customer data and reports to monitor trends and support follow-up actions.
• Ability to conduct effective virtual user training presentations.
• Strong problem-solving skills and the ability to adapt in a fast-paced environment.
• Self-motivated and goal-oriented; team player with a collaborative mindset.
• Ability to travel 10-20%.

Benefits

• Private Health Care Plan (Medical, Dental & Vision)
• Company HSA contributions for HDHP participants
• Flexible Spending Accounts (Health & Dependent Care)
• Company-Paid Short-Term Disability Coverage
• Voluntary Long-Term Disability, Life, AD&D, and Supplemental Coverage Options
• 401(k) Plan with Company Match
• Paid Time Off (Vacation, Sick Time & Select Holidays)
• Paid Maternity & Paternity Leave
• Remote-First Work Environment (Flexible Work from Home)

Pay Disclosure: The total base salary range for this role is $60,000 to $80,000 annually. Final compensation will be determined based on skills and experience. 

Work Authorization: Applicants must be authorized to work in the United States without the need for employer-sponsored visa support now or in the future.

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