Agency Success Manager

About InfoTrack

InfoTrack is a platform that seamlessly connects law firms to the courts and to the services that they need to litigate successfully. We’re global leaders in legal technology with unparalleled expertise in forging integrations that can drastically improve the efficiency of law firms and the legal system.

As a highly ambitious company, we know that our people are critical to our success. That’s why we’re passionate about fostering a high-performance culture built on professional development, open communication, and transparent leadership. If you’re smart, dedicated, and eager to help build a market-leading solution that makes a difference in the lives of our clients, join us.

About the Role

As an Agency Success Manager, you’ll be the linchpin of client relations within a specific region, dedicated to nurturing robust partnerships with our agencies. Your role is not just about understanding and educating agencies on our software; it’s about steering them towards thriving collaborations with our law firm clients. You will be a beacon of knowledge, sharing the latest in industry standards and best practices, and a key player in enhancing both the performance and profitability of the agencies under your wing.

Responsibilities
  • Client Engagement: Develop a detailed understanding of our legal tech solutions, keeping abreast with the latest features and updates. Use this knowledge to optimize the agencies’ experiences and address their unique needs with tailored solutions.
  • Strategic Relationship Building: Establish and nurture meaningful relationships with agencies, focusing on small to mid-size process serving professionals. Utilize tools like Salesforce, Dialpad, and Intercom to manage these relationships efficiently.
  • Issue Resolution and Satisfaction Assurance: Address and swiftly resolve any concerns or issues raised by agencies, maintaining a high level of satisfaction and retention.
  • Proactive Account Management: Act as the agencies’ advocate, ensuring their perspectives drive business decisions. Engage in regular communication, identifying opportunities to enhance value and revenue. Connect firms and agencies to strengthen their exchange.
  • Performance Enhancement: Champion the adoption of industry best practices and educate agencies on Key Performance Indicators (KPIs). Monitor their performance, offering guidance and celebrating their successes. Provide insights into business performance to foster agency growth.

Requirements

  • Experience in Customer Service/Account Management: Bring 2-4+ years of experience in customer-service-oriented roles to the table, leveraging this background to enhance client interactions.
  • Effective Communication: Utilize your outstanding verbal and written communication skills to convey information clearly and resolve issues proactively.
  • Technology Proficiency: Demonstrate strong computer skills, experience with Microsoft suite, Adobe, and preferably order management or customer relationship management software.
  • Operational Excellence: Experience in managing high volumes of time-sensitive orders is highly advantageous, showcasing your ability to handle pressure and multitask effectively.
  • Preferred: Experience working in the legal field as a Legal Assistant/Paralegal.

Compensation

The anticipated starting base pay range for this role is listed below. Base salary is not the only component of our competitive total rewards package – you may also be eligible for bonus, commissions and other benefits as described below. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications.

$55,000 – $68,000 base pay

$10,000 – $36,000 annual bonus

Benefits

What Sets InfoTrack apart

At InfoTrack, we’re committed to a workplace where everyone feels comfortable doing their best work and having fun! We also believe in a work/life balance that fulfills you while you’re here and supports you when you’re not. We built our benefits package to prove that we’re committed to you having everything you need.

Here is what we offer full-time employees:

  • 401(k) Match
  • Medical, Dental, & Vision Insurance- 85% of employee premiums are covered by InfoTrack, and 70% for your family premiums
  • Employer-funded Short/Long-Term Disability, Life, and Accidental Death & Dismemberment (AD&D) Insurance
  • 20 Days of Paid Time Off (PTO)
  • 11 Paid Holidays
  • Matching Gift Program
  • Monthly Internet Stipend for Remote Employees

Our Commitment

We believe that the key to our success is you. Your unique background, life experience, knowledge, self-expression, and talent make you uniquely you. Who you are, what you have experienced, and how you think inspires us to be innovative and bold.

InfoTrack is an equal opportunity employer. We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company stronger. We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, ancestry, sex, gender identity and expression, national origin, citizenship, marital status, age, languages spoken, veteran status, color, religion, disability, sexual orientation, and beliefs.

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