Filevine is a Legal AI company delivering Legal Operating Intelligence for the future of legal work. Grounded in a singular system of truth, Filevine brings together data, documents, workflows, and teams into one unified platform—where modern legal work happens with clarity and consistency.
Powered by LOIS, the Legal Operating Intelligence System, Filevine connects context across every matter to transform legal operations from reactive to proactive. LOIS reads, understands, and reasons across your data to surface insight, automate complexity, and give professionals the clarity and confidence to see more, know more, and do more. Fueled by a team of exceptional collaborators and innovators, Filevine’s rapid growth has earned AI awards and recognition from Deloitte and Inc. as one of the most innovative and fastest-growing technology companies in the country.
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 book of approximately 300 customers. ASMs are problem solvers on behalf of Filevine’s customers and ASMs must develop a working knowledge of the product and the customer to drive optimal customer usage. With that knowledge of Filevine’s product offerings, the ASM will answer customer questions about functionality, diagnose issues they’re experiencing and direct the resolution to the proper internal departments, and continue to facilitate internal and external conversations to ensure the customer’s issues are resolved in a timely manner. They will also need to understand the intricacies of Filevine contacts with our customers in order to find optimal resolutions which result in revenue 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
