Position Summary:
Are you a natural leader and relationship builder with the ability to manage complex client needs independently? ARCHER Systems, a leading technology-enabled legal services company, is seeking a highly motivated and self-directed Client Engagement Manager to join our team. In this dynamic role, you will be responsible for building and maintaining strong relationships with key client law firms, advocating for clients within the organization, and driving client satisfaction through proactive problem-solving and strategic oversight. Additionally, you'll be responsible for securing new business and identifying upselling opportunities. The ideal candidate will have an in-depth understanding of operational functions within a business and a track record of managing client expectations, resolving escalations, identifying operational gaps, and recommending solutions autonomously.
Location: Austin, TX
Key Responsibilities:
- Client Relationship Management
Build and nurture strong, lasting relationships with key stakeholders at client law firms, acting as their primary point of contact and advocate within ARCHER Systems. - Client Retention & Satisfaction
Proactively manage client expectations, ensuring exceptional service delivery and satisfaction through clear communication and timely responses. - Problem Solving & Escalation Management
Anticipate potential issues before they escalate. Use strong analytical and problem-solving skills to propose actionable solutions that align with both client needs and organizational goals. - Cross-functional Collaboration
Direct internal teams (sales, operations, leadership) to address client needs and resolve operational bottlenecks. Ensure smooth service delivery through effective collaboration. - Project Management
Oversee the end-to-end process of client engagement, ensuring all service commitments and contractual obligations are fulfilled. Take full ownership of the client experience throughout the service lifecycle. - Upselling & Cross-selling
Educate clients on the full range of company services and identify opportunities to increase revenue through cross-selling and upselling initiatives. - Contract & Proposal Management
Collaborate with the sales team to scope, price, and negotiate proposals. Work closely with the contract specialist to ensure timely execution and amendments of contracts. - Financial Oversight
Review and approve client invoices for accuracy. Proactively follow up on accounts receivable to drive collections and resolve any financial discrepancies. - Client Feedback & Continuous Improvement
Collect and analyze client feedback to identify opportunities for process improvements. Share lessons learned across teams and contribute to the continuous improvement of service delivery. - Leadership & Influence
Lead internal teams to ensure client success by resolving issues, eliminating operational bottlenecks, and ensuring alignment with client expectations. - Operational Oversight
Maintain a comprehensive understanding of all operational processes, including workflow management, resource allocation, and continuous improvement initiatives, ensuring optimal efficiency and alignment with organizational goals.
Knowledge, Skills, and Abilities:
- Self-directed & Independent
Comfortable working autonomously, exercising sound judgment, and making decisions that benefit both the client and the organization. - Problem-solving & Critical Thinking
Skilled at identifying and resolving complex issues by applying independent judgment and offering effective solutions. - Relationship Building
Strong interpersonal and communication skills with a proven ability to establish and maintain lasting relationships with clients and internal teams. - Sales & Negotiation Skills
Strong sales acumen with a history of closing deals, upselling services, and identifying growth opportunities to drive revenue. - Client-Focused
Demonstrated commitment to delivering exceptional client experiences while balancing organizational goals and resources. - Strategic Mindset
Ability to analyze data, anticipate industry trends, and apply insights to make strategic decisions that drive client success. - Leadership & Influence
Proven ability to inspire and influence cross-functional teams, driving results through collaboration and self-direction. - Adaptability
Thrive in a fast-paced, startup-like environment. Adapt to changing client needs and shifting organizational goals.
Qualifications:
- Bachelor's degree or equivalent work experience in a related field.
- 5+ years of experience in client relationship management, project management, or a similar role within a technology-driven legal services or professional services environment.
- Strong background in client retention, upselling, and cross-selling.
- Proven ability to work independently, prioritize tasks, and manage multiple client accounts simultaneously.
- Excellent communication, negotiation, and problem-solving skills.
- Proficiency in project management tools and client relationship management (CRM) software.
- Ability to influence, collaborate with, and motivate internal teams toward achieving client goals.
BENEFITS
- 401(K)
- 401(k) Matching
- Health Insurance
- Dental Insurance
- Vision Insurance
- Parental Leave
- Short Term Disability
- Long Term Disability
ABOUT ARCHER
ARCHER Systems is a leading technology enabled legal services company that provides pre-settlement and post-settlement administration services for single event, mass tort, and class action cases with the goal of helping claimants access their settlement proceeds more efficiently and quickly. The company plans to continue leveraging technology and top tier talent to enhance customer service and offer new product lines and services.
ARCHER’s core offering is post-settlement Healthcare Lien Resolution Administration and QSF (Qualified Settlement Fund) Administration and payments processing for multi-claimant (mass tort and class action) litigation. Other services include claims administration, single event lien resolution, probate and bankruptcy coordination, release administration, medical records review, and plaintiff fact sheet and other intake/census preparation and management. ARCHER enables law firms to focus on their litigation while ensuring that critical pre-settlement and post-settlement administration documents, services, business analytics and reporting are handled efficiently and effectively.