Account Manager (Remote)

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.