Enterprise Account Manager, Proof Technology

• The right person is organized, proactive, and comfortable with operational complexity. You do not wait for clients to surface problems. You understand what good looks like for a creditors' rights firm and you hold Proof accountable to it
• 3 or more years of account management or client services experience in a B2B environment. Experience working with creditors’ rights law firms, law firms generally, or in the legal services space is strongly preferred
• Strong organizational discipline. You manage a multi-account book without dropping things, keep your notes and CRM current, and close every open item
• Clear, direct communication skills. You can write a straightforward status update to a Managing Partner and a clear internal escalation to an ops team in the same afternoon
• Proactive mindset. You surface problems before they become crises. You do not wait for a client to bring you something you should have caught
• Comfort with operational complexity. This is not a role where the product does everything cleanly. You will regularly manage billing exceptions, filing delays, alt-service disputes, and e-filing issues
• Ability to learn new legal and regulatory frameworks quickly. You do not need to be an expert on day one, but you need to get there fast

Desirable

• We are hiring an Account Manager to own the post-contract relationship for our Creditors' Rights accounts. You take the handoff from the sales team at contract signing and own everything from there: onboarding, ramp, retention, and growth. New logos are assigned to you throughout the year as they close
• The firms you will be managing file thousands of cases a month across multiple states, run formal audit programs, and hold their vendors to documented SLAs. You need to know their workflow, their plaintiff clients, and their operational requirements
• Onboarding and Scoping
• Take the handoff from the Account Executive at contract signing and lead the firm through onboarding
• Define state footprint, plaintiff client mix, reporting requirements, serve attempt rules, e-filing setup, and exception handling
• Set ramp milestones, volume targets, and reporting cadence with the firm in the first 30 days. Document and share these internally so every team member knows what was committed
• Ensure the platform is configured to match what was sold. What the contract says and what the system does need to be the same thing
• Identify and resolve onboarding blockers early, whether that is alt-service setup, e-filing registration, bulk upload format, or platform access, before they delay volume
• Partner with the Solutions Architect to ensure customer success
• Retention and Account Health
• Serve as the primary day-to-day contact for your accounts. You are the person a Managing Partner or Director of Operations reaches out to when something is wrong, and you own getting it resolved
• Maintain a regular communication cadence, monthly reviews for core accounts and formal QBRs for enterprise accounts
• Monitor account health: serve rate, filing SLA adherence, volume trends, open job aging, complaint rate. Surface negative trends before the client does
• Flag at-risk accounts early and escalate internally with enough specificity that the team can act on it
• Expansion and Growth
• Find and develop expansion opportunities within your existing book. New states, new plaintiff clients, new service types
• You own the commercial conversation on expansion. You identify the opportunity, you propose and negotiate the expanded scope, and you onboard it
• Own renewal conversations. You know the account better than anyone and you are responsible for making the case for renewal and negotiating the terms
• Platform and Industry Fluency
• Develop deep knowledge of the Proof platform. You need to know what it can do, what it cannot, how to configure it correctly, and where the edge cases are
• Understand the end-to-end service of process workflow: job creation, server assignment, attempt cadence, affidavit generation, e-filing, and billing
• Learn the state-specific service of process rules for your accounts' active jurisdictions. At minimum, you should know what constitutes valid service, what the filing SLA is, and what alt-service options exist