Engagement Manager

Company: Themis-Tech (Stealth)
Location: Scottsdale
Posted on: January 13, 2022

Job Description:

Who we areThemis-Tech provides technological foundations for an innovative business approach that enables law firms to provide an entirely new experience - Legal Care. Our technology was created to empower legal teams to do their best work and better support clients throughout their legal journey.

About the roleOur Legal Service Partners (LSPs) are the core of providing remarkable legal care to our clients. The Engagement Manager provides the central point of contact for our LSPs, ensuring that they feel engaged and energized by being on the platform - like they want to use Marble for all of their cases. You will help them stay on top of their caseload, and help quantify the existing assignable future caseload for each lawyer. Under your supervision, lawyers will happily take on more cases than before, and feel like they want to recommend us to their friends. By effectively managing our LSPs, you will help produce more timely outcomes, and your work will underpin how we deliver remarkable legal care to our clients.

What you'll do

• Be the primary point of contact between our organization and LSPs
• Keep LSPs engaged, increasingly committed, and feeling like they want to use Marble for all of their cases
• Onboard and train new LSPs
• Monitor and measure the ongoing caseload and scheduling of LSPs, increasing their utilization and syncing that data with the client intake team
• Quickly resolve pay or technical issues and ensure tracking of product improvements, generally acting as LSP's Voice of Customer within the organization
• Track the open cases of LSPs against the estimated time to close, helping customer service to provide clients with timely, useful updates if they are running behind schedule
• Maintain ongoing communication with customer service, ensuring they always have the information they need to keep clients in the loop and feeling confident that they're in the best possible hands
• Provide ongoing training opportunities to LSPs on the Marble tools, and ensure they use the scheduling and documentation resources provided to them
• Guide LSPs on how to increase and improve their own practice with Marble
• Deliver ongoing client and Marble feedback to LSPs so that they can continue to improve their performance within this new class of legal care
• Consistently decrease churn, improve LSP Net Promoter Score, and increase the number of internally referred LSP candidates
  
  Who you are
  • 3-5 years work experience in account management capacity, preferably within a high-growth startup environment
  • Excellent written and verbal communication skills - able to design and deliver effective communications that translate into interested candidates
  • Ability to instantly build rapport, even over an email or phone call
  • Passion to contribute and work in a highly collaborative environment
  • Proactive self-starter who thrives on getting things done
  • BA preferred
  • Positive attitude, detail and customer oriented with good multitasking and organizational ability
  • Flexibility - things change around here. FAST.
  • Hungry to win!

Keywords: Themis-Tech (Stealth), Scottsdale , Engagement Manager, Executive , Scottsdale, Arizona