Account Solution Manager

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 portfolio of approximately 300 customers, operating as a highly resilient, strategic, and adaptable problem solver dedicated to account retention. Serving as the primary operational and relationship anchor for clients, the ASM develops a deep working knowledge of the Filevine platform to optimize product adoption, maximize renewals, and swiftly resolve complex issues. This role requires an exceptional strategist and negotiator capable of orchestrating cross-divisional initiatives, de-escalating high stakes situations, and managing solutioning teams to deliver tailored support. ASMs maintain a meticulously organized book of business, balancing competing deadlines with detailed documentation, while collaborating across support, billing, and leadership teams to mitigate churn risk, formulate creative save strategies, and secure long term customer 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
• 3-5 years of experience in an Account Manager, Customer Success, Account Executive, or other customer-facing role
• 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
• Must be able to work in office 5 days a week in our Sugarhouse, UT location
• Proven ability to maintain focus, productivity, and composure in high-stress, fast-paced in-person environments.
• Highly adaptable to working in open-office layouts while staying focused and respectful of colleagues.
• Skilled at handling high-priority Zoom calls with upset customers on short notice, using empathy and composure to resolve complex issues.