National Firm Account Manager

The Role

The National Firm Account Manager is responsible for growing MoveDocs' most strategic law firm partnerships. This role is accountable for both relationship strength and consistently delivering high-quality outcomes – ensuring firm behavior, internal execution, and platform utilization align to drive performance and accelerated growth across all firm locations and touchpoints.

Success requires proactively identifying and resolving risks before they surface and working with internal teams and law firm partners to execute agreed workflows, timelines, and performance expectations. This occurs by building trusted relationships with firm leadership while partnering closely with Operations, Revenue, and Executive Leadership to ensure seamless execution, resolve complex challenges, and drive revenue growth.

The Account Manager must develop a deep understanding of each firm's organizational structure, business model, workflows, strategic priorities, and geographic footprint to effectively support multi-state operations.

This individual acts as the internal champion for assigned accounts, leveraging data, analytics, and cross-functional collaboration to identify trends, remove barriers, and implement scalable solutions that improve performance and strengthen client relationships.

The role requires strong executive presence, strategic thinking, operational acumen, and the ability to lead through influence.

Regular travel is required.

Core Responsibilities

• Serve as the primary relationship owner for MoveDocs' largest and most strategic law firm partnerships.
• Build and maintain trusted relationships with firm leadership and key stakeholders.
• Develop a comprehensive understanding of each firm's structure, objectives, workflows, office locations, and market dynamics.
• Act as the internal subject matter expert on assigned accounts and ensure alignment across departments.
• Lead regular business reviews, market visits, and strategic planning discussions.

Client Experience & Operational Excellence

• Proactively identify breakdown points in workflows and implement durable, corrective actions before they impact scheduling, settlement timelines, or customer satisfaction.
• Owns forward looking account plans that anticipate volume changes, staffing constraints, and operational risks, by forecasting expected top of the funnel growth and partnering internally with Revenue, Operations, and Analytics leadership to help adjust forward staffing models accordingly.
• Monitor account performance through operational and financial metrics, client feedback, and Power BI dashboards.
• Reduce reactive escalations by driving preventative process improvements and tighter execution discipline by identifying trends, risks, and opportunities before impacting customer satisfaction or revenue.
• Coordinate cross-functional resources to resolve issues, improve execution, and deliver sustainable results.
• Establish and enforce clear expectations with law firm partners regarding quality, responsiveness, and workflow adherence.
• Drive continuous improvement in workflows, communication, service delivery, and mutual accountability by ensuring both MoveDocs and the Law Firm meet defined SLA’s and performance standards.

Cross-Functional Leadership

• Build strong partnerships across Operations, Revenue, Product, and Executive Leadership teams.
• Lead through influence by aligning stakeholders around priorities and solutions.
• Facilitate root-cause analysis and problem-solving efforts that result in measurable improvements.
• Escalate issues appropriately after collaboration and resolution efforts have been exhausted.
• Foster accountability and partnership across teams supporting assigned accounts.
• Own issue resolution end-to-end; does not delegate problems without maintaining accountability for outcomes; this role does not operate as a pass-through for customer issues, it owns resolution from identification through implementation.

Multi-State Account Management

• Develop a thorough understanding of each firm's geographic footprint and market-specific needs.
• Partner with Regional Vice Presidents and Operations leaders to ensure consistent execution across locations.
• Maintain regular visibility within assigned firms through travel and in-person engagement.
• Ensure MoveDocs service standards are consistently delivered across all offices and markets.

Key Performance Indicators

• LTR growth across assigned national accounts and regions.
• Account health and scorecard performance.
• Client satisfaction and relationship strength.
• Settlement rate achievement versus target.
• Responsiveness and effectiveness of internal and external communication.
• Forecast accuracy for projected volumes impacting operational demand and support.
• Reduction in preventable escalations and timely resolution of client escalations and service issues.
• Successful execution of cross-functional initiatives impacting account performance.
• Improvement in operational metrics, service levels, and client adoption.
• Client engagement and use of platform.
• Positive feedback from clients and internal business partners.
• Completion of quarterly business reviews with firm leadership.
• What success looks like:
• Within 90-days: Establish credibility with firm leadership and internal stakeholders, develop 2027 forecasting for top-of-funnel activities that impact operational demand and performance, and identify and develop remediation plans for the top 3-5 risks per relationship.
• Within 6 months: Reduced escalations, improved operational metrics including settlement rate to target, and implemented at least one scalable workflow improvement per relationship