Client Account Manager

Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best.

Position Summary

The Client Account Manager serves as the primary relationship manager and strategic liaison for attorneys, practice groups, paralegals, and administrative stakeholders utilizing Document Processing and related legal support services.

This role is responsible for ensuring exceptional service delivery, managing client expectations, coordinating workflow priorities, and driving operational excellence across the Senior Document Specialist and Document Processing teams.

The Client Account Manager partners closely with firm leadership and operational teams to ensure support services align with business needs, client demands, and department objectives. This position requires sound judgment, exceptional communication skills, and the ability to independently manage complex client relationships and service-related matters.

Key Responsibilities

• Serve as the primary point of contact for attorneys, practice groups, paralegals, and firm stakeholders regarding Document Processing and legal support services.
• Build and maintain strong client relationships by understanding business needs, service expectations, and workflow requirements.
• Partner with Senior Document Specialists and Document Processing teams to coordinate work assignments, prioritize urgent requests, and ensure timely project completion.
• Monitor service delivery performance and proactively address issues impacting quality, turnaround times, or customer satisfaction.
• Conduct regular stakeholder meetings to review service levels, operational metrics, and continuous improvement opportunities.
• Facilitate communication between clients and service delivery teams to ensure alignment on priorities, deadlines, and expectations.
• Analyze utilization, productivity, and customer feedback data to identify trends and recommend process improvements.
• Develop and deliver client-facing reports, service reviews, and performance summaries.
• Collaborate with department leadership on strategic initiatives, workflow enhancements, and technology adoption efforts.
• Assist with onboarding new attorneys, practice groups, and stakeholders to document processing services and available resources.
• Partner with training teams to identify skill gaps and ensure team members are equipped to meet evolving client requirements.
• Support the implementation, testing, and rollout of new technologies, applications, and process improvements.
• Resolve escalated service concerns, workflow challenges, and stakeholder issues in a professional and timely manner.
• Document, communicate, and promote best practices, service standards, and operational procedures.
• Foster a culture of collaboration, accountability, and exceptional client service.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 5+ years of experience in client relationship management, account management, legal operations, professional services, or law firm support services.
• Experience working within a legal, professional services, or document production environment preferred.
• Proven ability to manage stakeholder relationships and influence outcomes across multiple levels of an organization.
• Strong understanding of legal support services, document production workflows, and law firm operations.
• Excellent verbal, written, and presentation skills.
• Exceptional customer service and relationship management abilities.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to manage multiple priorities and deadlines in a fast-paced environment.
• Demonstrated ability to maintain confidentiality and exercise sound judgment.
• Proficiency with Microsoft Office Suite and legal technology platforms.
• Ability to work collaboratively with cross-functional teams while driving accountability and results.

Key Competencies

• Client Relationship Management
• Strategic Account Management
• Service Delivery Excellence
• Operational Effectiveness
• Stakeholder Engagement
• Communication & Influence
• Process Improvement
• Data Analysis & Reporting
• Conflict Resolution
• Team Collaboration

Compensation & Benefits

The compensation range for this role is up to $90,000 annually, 10% annual bonus and may be eligible for an annual bonus. Actual compensation will depend on location, experience, skills, and qualifications.

Eligible employees receive a comprehensive benefits package, including:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• 401(k) Retirement Plan
• Paid Time Off (PTO)

#INDHP

Opensity is an Equal Opportunity Employer.

We are committed to providing equal employment opportunities to all applicants and employees and do not discriminate on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Employment decisions at Opensity are based on qualifications, merit, and business needs. This policy applies to all aspects of employment, including recruitment, hiring, promotion, compensation, training, discipline, and termination.

Opensity is committed to providing reasonable accommodations for qualified individuals with disabilities, for pregnancy related conditions, and for sincerely held religious beliefs, in accordance with applicable law. We do not tolerate retaliation against individuals who raise concerns or participate in an investigation related to equal employment opportunity.