Careers & Culture

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Acuity’s enterprise legal management software serves as the electronic hub through which in-house counsel and their network of partner firms communicate, invoice, collaborate, analyze and resolve cases and claims.

We’re always looking for new talent with deep client service and technology chops. Oh, and a demonstrated penchant for laughing often.

Tell us your story: careers@acuitymanagement.com

Acuity Careers: Open Positions

CLIENT RELATIONSHIP MANAGER

SUMMARY:

Acuity’s Client Relationship Managers establish and maintain strong partnerships with corporate customers by ensuring successful execution of deliverables, providing thought leadership on strategic planning initiatives, and delivering overall efficient account oversight. Successful Client Relationship Managers create and retain customer loyalty and preference by establishing rapport with the customer, planning and developing customer-focused programs, overseeing the resolution of customer concerns, and facilitating the delivery of goods or services to the customer. This customer-centric position will participate on project teams during the on boarding of new corporate client accounts, and coordinate training programs, corporate client documentation, audits, and performance reports for clients.  Our Client Relationship Managers are ultimately responsible for ensuring quality and timely response to our clients’ support requests.

ESSENTIAL DUTIES:

  • Establish solid, long-term customer “trust relationships” with assigned clients and cultivate new business opportunities by diagnosing needs, presenting solutions and addressing customer concerns
  • Provide consultative services to clients, drawing on Acuity’s system for predictive analytics, best practices, and industry knowledge
  • Educate corporate customers on the benefits of Acuity’s ELM services over competitors and train customers for optimal productivity
  • Enlist and coordinate the assistance of experts/specialists onto the team where required, having oversight of all account activities
  • Advise management on account activity in a timely fashion, provide forecasting, gather intelligence on competitor activity
  • Partner with the Product team to ensure circular flow of ideas to and from our users
  • Act as point of contact for the client, provides escalation path to and from service, attend to customer issues promptly
  • Track customer activity in internal systems in order to execute on account strategy and identify additional opportunities
  • Coordinate training of assigned corporate clients
  • Coordinate with Project Managers for the on boarding of newly assigned corporate accounts
  • Partner with Business Development Team to cultivate new sales

ACCOUNT MANAGEMENT EXPERIENCE:

Candidates should possess the following experience:

  • 5+ years experience with client support, customer relationship building, business relationship and/ or account management
  • Demonstrated penchant for going above and beyond to exceed client expectations

EDUCATION | CERTIFICATION:

  • Four year college or university program certificate
  • Or two to four years related experience and/or training
  • Enterprise Legal Management / legal technology background a plus, but not required

MASS TORT SUPPORT SPECIALIST

SUMMARY:

As a member of Acuity’s Customer Support team, this position will focus on providing training and support to all Acuity customers, but with key responsibility and knowledge ownership of Acuity’s Mass Tort Manager platform. Daily responsibilities include answering toll free calls from members, troubleshooting issues with Acuity’s services, and providing on line support and training to our users. The successful Mass Tort Support Specialist, working with the Director of Client Services, will provide daily account maintenance for Mass Tort Manager clients, including responding to support requests, interacting with outside vendors to ensure successful site performance, facilitating matter authorizations as needed, running reports, and performing routine audits of Acuity client sites.

ESSENTIAL DUTIES:

  • Respond to customer calls and emails
  • Research and resolve legal billing issues
  • Provide first-level support for Acuity’s Mass Tort clients
  • Establish relationships with Mass Tort 3rd party vendors to maintain client sites
  • Schedule and train new law firms/members
  • Document client and user issues, and follow through to ensure resolution
  • Enter and maintain user, firm, and client information in Acuity Administration database
  • Develop and maintain user documentation

EXPERIENCE:

Candidates should possess the following experience:

  • 3+ years’ experience in legal billing/administration
  • 3+ years’ experience with customer support, customer relationship building
  • Above experience may be concurrent
  • Previous hands-on work with Mass Tort litigation is desirable

EDUCATION | CERTIFICATION:

  • Four year college or university program certificate
  • Or two to four years related experience and/or training
  • Enterprise Legal Management / legal technology background a plus, but not required

Contact Us

We’re serious about service.  From your very first interaction through implementation, training and ongoing support, we are committed to getting it right. Feel free to reach out any time – no question or idea is too big or small.

Contact Acuity