Job Summary The Account Solution Manager (ASM) owns every aspect of the post-sale experience for a portfolio of approximately 300 customers, operating as a highly resilient, strategic, and adaptable problem solver dedicated to account retention. Serving as the primary operational and relationship anchor for clients, the ASM develops a deep working knowledge of the Filevine platform to optimize product adoption, maximize renewals, and swiftly resolve complex issues. This role requires an exceptional strategist and negotiator capable of orchestrating cross-divisional initiatives, de-escalating high stakes situations, and managing solutioning teams to deliver tailored support. ASMs maintain a meticulously organized book of business, balancing competing deadlines with detailed documentation, while collaborating across support, billing, and leadership teams to mitigate churn risk, formulate creative save strategies, and secure long term customer 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
Must be able to work in office 5 days a week in our Sugarhouse, UT location
Proven ability to maintain focus, productivity, and composure in high-stress, fast-paced in-person environments.
Highly adaptable to working in open-office layouts while staying focused and respectful of colleagues.
Skilled at handling high-priority Zoom calls with upset customers on short notice, using empathy and composure to resolve complex issues.
