ARCHER Systems
  • Austin, TX - Client Services
  • TX, USA
  • Full Time
  • Medical, Dental, Vision, 401k Plan with Match, PTO, Paid Holidays, Flexible Spending Account, HSA, Short-term Disability, Long-term Disability, Life Insurance: Employer Paid and Option for Additional Coverage, Paid Maternity/Paternity Leave, Employee Assistance Program

COMPANY OVERVIEW – 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. 

 

POSITION LOCATION Austin or Houston, TX

 

POSITION SUMMARY

The Senior Manager, Client Accounts is responsible for ensuring that assigned VIP ARCHER clients derive maximum value from ARCHER by advocating for clients' issues, guiding them along a path to success, and engaging appropriate operational resources to facilitate positive outcomes.  This role involves ownership of key client relationships and involvement in all facets of client's interaction with ARCHER, and will work collaboratively with the operations and sales departments.  The Senior Manager, Client Accounts will serve as a client's primary point of contact within ARCHER and will be accountable for providing the client with consolidated, comprehensive reporting on a regular basis, tracking and reporting on all issues elevated by client, and escalating internally any issues that are not timely resolved.  Additionally, this role will support operations by educating clients on how to best work with ARCHER and setting realistic expectations.

 

JOB RESPONSIBILITIES

  • Work with operations teams to prepare regular (at least monthly) comprehensive reporting to assigned law firm clients.  Reporting should have minimal operational impact, meaning it should occur on a published schedule and should not require significant manual manipulation by operations teams.
  • Develop and implement quality assurance processes to ensure reporting to assigned firms is accurate
  • Work collaboratively with project management to actively analyze and assess ARCHER data to identify potential future issues or expectations gaps.
  • Proactively reach out to assigned clients on a weekly basis to assess overall satisfaction, identify issues, and foster intimate relationship
    • In-person visits should be conducted at least once per quarter, if not more frequently
  • Partner with sales to identify opportunities to cross sell services or work with assigned clients on new projects, and to flag potential issues or problems that sales should be aware of when scoping new deals.
  • Should operational issues be uncovered through assigned work, track and analyze findings in team database and route to appropriate managers for systemic resolution.
  • Consult with operations teams and management to identify and spec out technology solutions to client reporting needs.
  • Act as a steward of the operation and identify areas where client demands need pushback or re-scoping from client services, sales, or leadership.  Role will be accountable for helping to keep client expectations in line and
  • Attend weekly meetings pertaining to projects impacting assigned client law firms, e.g. weekly Tort calls and report out on information gleaned from regular touchpoints with assigned clients
  • Prepare and lead quarterly trainings on various expertise and client services topics as assigned by and discussed with management.
  • Execute other projects as assigned.

 

KNOWLEDGE, SKILLS AND ABILITIES 

Required

  • 5+ years account management experience, preferably in legal industry
  • Competent in Microsoft Teams and Microsoft Excel, especially VLOOKUP and Pivot tables
  • Comfortable in extremely fast-paced startup environment
  • Actively solicits and accepts feedback, and works to continuously improve own performance
  • Acute understanding of effective prioritization--urgent vs. important'and ability to execute on important projects and initiatives while not losing sight of urgent day to day priorities
  • Willingness to "roll up your sleeves" and complete administrative tasks required to meet a need or deadline
  • Ability to work cooperatively in cross-functional, multiple geographic location setting
  • Decisiveness and sense of urgency; ability to take action quickly on issues that matter
  • Highly organized and able to quickly review dozens of emails and prioritize responses
  • Clear, confident communicator who is able to succinctly explain business processes to clients whose preexisting level of understanding may vary from basic (or not at all) to sophisticated
  • Solutions-oriented and committed to offering solutions when flagging an issue to management team
  • Self starter with high degree of personal accountability
  • Commitment to service and intrinsic belief that clients are relying upon you to get their job done

Desired

  • Degree from a 4-year college or university
  • Established relationships with 10 or more of ARCHER's VIP clients
  • 5+ years of mass tort claims administration industry experience
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