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.