Account Manager

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 HDH