Director of Client Invoicing & Axiom Support, Axiom Law
$155-170k
+ Annual Bonus Plan which on target would be 25% of your base salary
3 days a week in office
Specialist legal talent provider
Be an early applicant
Specialist legal talent provider
1001+ employees
Be an early applicant
$155-170k
+ Annual Bonus Plan which on target would be 25% of your base salary
3 days a week in office
1001+ employees
Company mission
Axiom Law's mission is to enable corporate legal departments to drive efficiency and growth and to adapt to a demanding new era.
Role
Who you are
- The ideal candidate for this position has successfully led Billing and Collection team(s) with strong KPIs and has demonstrated the ability to manage teams and drive changes and continuous improvements
- 7-10+ years of experience managing complex Billing and Collections Team
- Significant project leadership and management experience and meticulous attention to detail
- Familiarity with effective tech stacks that enable leading customer service and support functions and willingness to learn and operate in business systems
- Experience leading a team of 20+ direct and indirect reports with a demonstrated ability of managing and inspiring others
- Relentless focus on the business needs, consistently raising the bar on service excellence
- Demonstrated ability to work in a collaborative, highly matrixed work environment
- Highly persuasive verbal communication skills, strong written communication skills
- Deep sense of urgency, pace and drive
- Critical thinking and creative problem-solving skills
- Experience managing a KPI-driven support functions (e.g., help desks, call centers, etc.) would be a plus
- Experience with a professional services firm, recruitment agency, or law firm preferred, but not required
What the job involves
- Axiom is hiring for a highly motivated and experienced Director to lead and evolve Axiom’s Billing and Collection and Axiom’s Answer teams
- These functions are a critical part to ensure we provide an outstanding experience at every level to our customers and talent
- Reporting directly to Axiom’s CFO, this is an exciting opportunity for an experienced leader with operational and people management skills to develop world class Billing, Collection and Answer functions, continue the Axiom journey through a significant transition, and make this a fully KPI-driven function aligned with how our Commercial, Talent and Operation functions perform
- Establish a culture of excellence and exceptional customer and Talent experience within the functions
- Be the main senior escalation point and be ready to resolve key client and Talent issues by being on calls with them and the Sales or Talent team, and coach the team to minimize those escalations and be able to resolve issues themselves
- Be responsible for both the strategic direction and continuous improvement of the team as well as day-to-day operations, meeting service level agreements and managing all aspects of the Answer function
- Set team service goals and manage the team based on the achievement of these goals, and be responsible for global resource planning to achieve these goals, including as part of an annual budget review process
- Develop a deep understanding of Axiom business, systems and operational processes, as well as the support needs of our talent partners, clients and internal talent recruitment, placement and project teams
- Work closely with the CFO, senior leadership and existing support teams to evolve the existing support model into a best-in-class internal and external support organization
- Drive all necessary parts of the Support Model design and transformation, potentially including strategic org redesign, optimized team structure, updated roles and responsibilities, setting service levels, innovating processes, issue triage, prioritization and other efficiency levers
- Streamline existing processes and reduce any service bottlenecks, including by leveraging improved tech and ticketing solutions as needed
- Help drive the implementation of new technology to automate aspects of processes and increase efficiency
- Develop team training to make sure our team stays on top and is well onboarded, and continue the development of a proper career path to motivate our employees to continue exceeding expectations
- Ensure the team follows the designed processes and leverages the required tools to document and effectively resolve requests, following clear escalation and service tier protocols
- Improve and manage the operational dashboards to track and monitor key support metrics, maintaining a high-level view of all open customer issues
- Monitor the team performance, conduct performance reviews and provide regular reporting on operational and customer service KPI’s to Axiom leadership
Our take
Axiom provides high-caliber legal talent, counting more than 6,000 lawyers spread across Europe, North America, and APAC. The company launched in 2000 and serves more than half of the Fortune 100 today. It offers a wide range of solutions to meet legal needs, from on-demand attorneys to supplement companies' legal departments, to senior paralegals to review legal forms and business contracts.
Traditionally, law firms were the dominant providers in the legal industry and their hierarchical partnership structure was a major obstacle for anyone trying to overcome that prevailing model. Axiom's founder saw an opportunity to reconfigure legal delivery and set out to construct a law company to respond to the growing misalignment between firm lawyers and equity partners as well as firms and clients. Axiom has recruited lawyers from top firms while cutting most traditional extra costs, enabling it to offer high-quality services at a much lower price than the wider legal industry.
Axiom received its first funding round in 2000, raising $5.4 million, and three subsequent funding rounds have followed. These investments fueled expansion over time and enabled the company to invest in technology, a talented workforce, and a strong senior management bench. Going forward, Axiom will keep expanding its legal professional talent offering and it will likely maintain its focus on tech, as exemplified by its acquisition of legal tech firm Plexus Engage in 2022.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (1 round)
Feb 2013
$28m
GROWTH EQUITY VC
Total funding: $28m
Company benefits
- Flexible working
- Health Insurance
- Work from home opportunities
Company HQ
World Trade Center, New York, NY
Articles
Leadership
David McVeigh
(CEO)30 years of experience in business leadership, management consulting, and private equity portfolio company management. Previous Managing Director at Hellman & Friedman and Executive Vice President at Gartner.
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