Senior Account Manager (Legal Services) - Remote

Company Description

RRD provides marketing, packaging, print, and business services to the world’s most respected brands. The company’s proprietary technology, advanced data analytics, and expertise fuel organizational decision-making from strategy through execution, delivering sustainable solutions with the lowest possible environmental impact. Global organizations and regulated industries trust RRD to reduce complexity and drive audience connections across the entire customer journey.

Job Description

Schedule: Mon-Fri 8am - 5pm (some flexibility) EST. Candidates can be located anywhere in the

The Sr Account Manager - Legal Services is an operations leader who will communicate a vision for how Williams Lea best serves our clients across national or multiple service offerings, and who empowers and enables their team to bring that vision to life. The role is responsible for the overall leadership, performance, and strategic direction of a large-scale legal eBilling operation supporting law firm clients through Aderant BillBlast and related eBilling platforms. This role oversees a team of approximately 37 professionals through direct leadership of one Account Manager and three Supervisors responsible for eBilling Operations, Billing Services, and Compliance Services. The eBilling Manager serves as the primary operational leader accountable for service delivery, financial performance, process optimization, client satisfaction, SLA attainment, and continuous improvement initiatives. The role requires expert-level knowledge of Aderant BillBlast, legal eBilling workflows, client vendor platforms, accrual management, appeals management, billing compliance, and reporting role will coordinate and align itself with the practices and operations of William Lea’s financial group, and/or in accordance with the specific account or portfolio’s needs.

Job duties

(* denotes an “essential function”)

• *Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employees
• *People Leadership – develop a highly functioning client team*Responsible for full employee lifecycle of direct and indirect reports including, but not limited to interviewing and hiring; onboarding and induction; on-the-job training; professional learning, development, and growth; performance management including reviews and goal setting; talent management including succession planning for key roles; off-boarding management*Ensure direct and indirect reports understand and are compliant with company and client policies, service level agreements (SLAs) and expected quality of work, utilizing corrective action when necessary*Engage in regular and consistent communication with employees, hold regular team meetings and individual (1:1) meetings to ensure open lines of communication for company and client information, as well as to discuss clear expectations, performance and progress against goals and development*Foster cross-training and a sense of team work to optimize client service delivery
• Customer & Account Leadership –*Manage relationships with clients by ensuring a high level of customer satisfaction*Create and present monthly Client Service Review (CSR); reflect on data presented and be prepared to discuss ideas for process improvement and benefits to the client to support informed decision-making*Solicit feedback from clients (client outreach) regularly*Educate clients on Williams Lea services already provided and those available through strong sense of the client’s business and the impact our services may have on their success*Identify opportunities for account growth, new services, resolutions to client challenges through communication with clients/end-users – escalate opportunities to manager
• *Drive operational excellence across all invoice lifecycle stages: Ready to eBill, automated submission, error management, appeals, accruals, client acceptance, and reporting
• *Monitor workload distribution and staffing utilization to ensure appropriate coverage and service levels
• *Maintains effective controls to maximize profits and to ensure conformity with budgets
• *Lead escalations involving invoice disputes, vendor platform issues, compliance concerns, and billing delays
• *Conduct recurring business reviews and operational reporting meetings along with presenting performance results, trends, risks, and corrective action plans
• *Ensures site(s) comply with timing and methodology for financial reporting, forecasting and budget cycles
• *Partners with business leadership to successfully deliver profit improvement and/or financial success against contract terms
• *Develop and maintain best practices for: invoice automation, error bucket management, workflow optimization, dashboard utilization, vendor platform integrations
• *Drive reduction of aged invoices, rejection volumes, and follow-up inventories
• *Partner with Aderant and client stakeholders regarding system enhancements and workflow improvements and establish governance around BillBlast status management, reporting accuracy, and operational controls
• Adheres to and recommends best practices for deals and contracts to ensure consistency in engagements
• Works closely with business partners to develop effective relationships, and contribute to financial administrative procedures that reduce costs, improve efficiency and/or enhance client relationships
• Successfully provides financial data suitable for various audiences, including clients or internal WLT business partners
• *Lead, coach, and develop management team members
• Manages team members in accordance with established management practices, contributes to training and development of these team members
• Conduct performance reviews and talent planning activities
• Foster a culture of ownership, continuous improvement, and client service excellence

Requirements

• Bachelor’s degree in Finance, Accounting or other related field, or equivalent experience is required
• 5 or more years’ experience in leading all aspects of eBilling, Billing, and Compliance service delivery
• Ability to manage a P&L - including forecasting, costing, pricing, budget management, revenue responsibilities, etc.
• Deep understanding of contract management principles required to ensure performance against agreed terms and conditions understanding deal structures, client solutions and ongoing risk management
• Ensure timely and accurate invoice processing through Aderant BillBlast and associated vendor systems
• Clear understanding of the commercial levers regarding an outsourcing contract and how to effectively manage financial in that contract over its duration, includes analysis of current and former pricing
• Analytical, organized, self-motivated, confidential and ethical partner to the business
• Advanced MS Office (example: Excel) and financial software user (example: Aderant BillBlast, Aderant Expert Billing)
• Advanced Knowledge of vendor platforms (Legal Tracker, CounselLink, TyMetrix, TeamConnect, Collaborati, to support, monitor and maintain Williams Lea and firm employee access
• Able to present financial information effectively both in writing and verbally
• Proven customer service skills are required in order to create, maintain and enhance customer relationships
• Good written and verbal communication skills, including professional telephone and email etiquette
• Attention to detail with good organizational skills
• Must be able to meet deadlines and complete all projects and escalations in a timely manner
• Ability to handle sensitive and/or confidential documents and information.
• Able to make independent decisions that conform to business needs and policy
• Must work well in a team environment
• Must be able to interact effectively with multi-functional and diverse backgrounds
• Ability to work in a fast-paced environment
• Must be self-motivated with positive can-do attitude

Supervision

• Number and title(s) of direct reports (if any): 0-50; Sr. eBilling Analyst, eBilling Analyst, Billing Analyst, Biling Supervisor, eBilling Supervisor, Account Manager
• Received: Managing Director, Account Director

Job relationships

• Internal: This position works closely with peers, managers, and various other business partners
• External: Clients, Vendors

Qualifications

Requirements

• Bachelor’s degree in Finance, Accounting or other related field, or equivalent experience is required
• 5 or more years’ experience in leading all aspects of eBilling, Billing, and Compliance service delivery
• Ability to manage a P&L - including forecasting, costing, pricing, budget management, revenue responsibilities, etc.
• Deep understanding of contract management principles required to ensure performance against agreed terms and conditions understanding deal structures, client solutions and ongoing risk management
• Ensure timely and accurate invoice processing through Aderant BillBlast and associated vendor systems
• Clear understanding of the commercial levers regarding an outsourcing contract and how to effectively manage financial in that contract over its duration, includes analysis of current and former pricing
• Analytical, organized, self-motivated, confidential and ethical partner to the business
• Advanced MS Office (example: Excel) and financial software user (example: Aderant BillBlast, Aderant Expert Billing)
• Advanced Knowledge of vendor platforms (Legal Tracker, CounselLink, TyMetrix, TeamConnect, Collaborati, to support, monitor and maintain Williams Lea and firm employee access
• Able to present financial information effectively both in writing and verbally
• Proven customer service skills are required in order to create, maintain and enhance customer relationships
• Good written and verbal communication skills, including professional telephone and email etiquette
• Attention to detail with good organizational skills
• Must be able to meet deadlines and complete all projects and escalations in a timely manner
• Ability to handle sensitive and/or confidential documents and information.
• Able to make independent decisions that conform to business needs and policy
• Must work well in a team environment
• Must be able to interact effectively with multi-functional and diverse backgrounds
• Ability to work in a fast-paced environment
• Must be self-motivated with positive can-do attitude

Supervision

• Number and title(s) of direct reports (if any): 0-50; Sr. eBilling Analyst, eBilling Analyst, Billing Analyst, Biling Supervisor, eBilling Supervisor, Account Manager
• Received: Managing Director, Account Director

Job relationships

• Internal: This position works closely with peers, managers, and various other business partners
• External: Clients, Vendors

Additional Information

The salary range for this role at the noted RRD location is $91,800 to $146,800 / year. Starting pay decisions are determined based on multiple factors including but not limited to relevant education, qualifications, skills, experience, certifications, proficiency, performance, shift, location, and other business needs. Typically, roles follow step progressions to a target rate or set increments over time. Depending on the role, in addition to the hourly rate of pay, the total compensation package may also include [a sign-on bonus] overtime, shift differential, call-in, and/or stand-by pay. RRD’s benefit offerings include medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with company match, life insurance and other voluntary supplemental insurance coverages, plus parental leave, adoption assistance, tuition assistance and employer/partner discounts.

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All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.