Client Accounts Manager

We are a Firm where people truly believe in what they do and strive to achieve the highest standards of performance and success.

General Description:

The Client Accounts Manager has overall responsibility for the firm's collections, including the design, implementation and enforcement of policies and procedures. The Client Accounts Manager prioritizes workloads for the team, resolving complex collection issues and fostering collaboration with internal teams. This role provides leadership, industry specific expertise, is a role model and mentor to staff and extended team members. The Client Accounts Manager is committed to demonstrating elevated levels of customer service to the firm's clients, attorneys, leadership, and staff.

Key Responsibilities and Essential Job Functions:

• Management of collections for the firm including monitoring workloads, prioritizing workflow, ensuring quality of work and timely completion of assignments among team members; consistently monitor inventory trends, seeking improvements to decrease aging of account balances and improvement of collection realization and days to pay; assist in developing plans for escalated accounts as well as perform collection duties on such accounts as needed.
• Monitor department productivity, develop, and implement procedures to optimize efficiencies and effectiveness; ensure that systems and technology are continuously monitored and maximized for process improvements; research of industry related tools to aide in supporting the needs of the team and the firm.
• Familiarity and understanding of firm policies and procedures related to revenue management functions; ensure policies and practices are followed; promote consistency and education across teams to meet client service objectives; make recommendations to management regarding the development or revision of policies and procedures.
• Successfully organize and manage the year-end collections push as well as various firm-wide efforts throughout the year.
• Establish, foster, and maintain professional, credible, and collaborative relationships with attorneys, firm leadership, clients, internal teams, and staff to ensure attorney and client specifications are supported; interact with client contacts as needed with tact, diplomacy, and effective negotiation skills in a manner which does not compromise the client relationship.
• Elevated level of professional integrity required, demonstrating the ability to maintain confidentiality and build relationships.
• Serve as mentor and assist in staff development providing atmosphere of teamwork and opportunities for individual growth; provide ongoing and consistent feedback for team members; conduct annual performance reviews; address performance issues as needed including disciplinary actions as appropriate and in accordance with the firm's protocols.
• Collaborate with firm bankruptcy team to ensure that financials are assessed upon client's filing of bankruptcy, proof of claim is filed, and client account is notated accordingly.
• Coordinate with General Counsel and legal department as needed to minimize risk associated with loss prevention.
• Monitor surveys, articles, and other relevant media to better understand industry and economic trends and their potential impact on the firm's inventory.
• Participate in and provide team updates on various leadership meetings with Billing & Collections committee; revenue management leaders; managing partner discussions.
• Identify trends & issues regarding discounts, write-downs, and write-offs. Prepare automated alerts and reports as needed to provide transparency to billing attorneys and timekeepers. Effectively communicate trends and results of efforts with firm leadership.
• Collaborate with legal and information governance teams to ensure compliance with firm policies and protocols.
• Special project and duties as assigned.

Required Skills:

• Ability to effectively manage multiple projects with competing deadlines and perform well under pressure. Must be adaptable and flexible to meet changing needs and priorities.
• Outstanding interpersonal and communication skills and the ability to work in a collegial manner with a variety of attorneys, clients, and administrative colleagues; strong leadership skills; excellent oral and written communication skills and ability to communicate complex information in an effective manner.
• Strong technical and analytical skills, intellectually curious and motivated to seek answers and solutions.
• Strong time and project management skills.
• Excellent critical thinking, problem solving and decision-making skills.
• Proficient in industry time & billing and collection software, Aderant experience a plus. Thorough knowledge of MS Office suite including advanced knowledge of Excel.
• Experience with E-billing and understanding of client driven outside counsel guidelines.

Required Qualifications & Education:

• Minimum 7-10 years of legal collections management preferred. Corporate collection management experience will be considered.
• Bachelor's degree in accounting, Finance or Business discipline preferred, may be substituted for relevant legal work experience.

Physical Requirements:

• Ability to sit or stand for extended periods of time.
• Moderate or advanced keyboard usage

Benefits: Our goal is to promote a work environment in which individuals have access to the resources they need to be at their best both professionally and personally, which includes resources that encourage individuals to focus on their health and well-being. Below is a list of just some of the benefits we offer: generous paid time off; eleven paid holidays per year; time off for bereavement or jury duty; paid leave for new parents; comprehensive medical (PPO and HDHPs), dental and vision plans including coverage for domestic partners; life and AD&D insurance; short and long term disability insurance; tax-advantaged accounts for health care expenses, including FSA or HSA; FSA for dependent care; supplemental AFLAC policies for medical care; excess liability coverage; health advocacy services; behavioral health and counseling resources for all family members; 401(k); profit sharing; pre-tax transit and parking program; backup care for children and adults; senior care planning support; and resources for individuals with development disabilities and their caregivers.

Benefits may vary by position and office.

Holland & Knight is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran or any other protected class.

Personal Information collected from applicants will be used for the purpose of processing the application throughout any recruitment or employment process, as well as inclusion in a personnel file. Categories of data collected may include name, address, phone numbers, email, Social Security Number, and signature. Holland & Knight may collect further information if you consent to a background check. This includes criminal background, employment, and certifications. Please visit Legal Information Portal for Holland & Knight LLP's privacy policies.