Account Solution Manager

Department

Delivery is responsible for owning the customer experience post sale. Their responsibilities include acting as a liaison between the customer and our implementation partners during the customer’s implementation, encouraging daily use of their product portfolio, and year round handling of the customer’s contract including a successful contract renewal. This ownership also includes coordinating with accounts receivable, customer support, expert teams, and sales to accelerate product adoption and maximize the value the customer receives from Filevine.

Job Summary

The Account Solution Manager (ASM) owns every aspect of the post-sale experience for a portfolio of approximately 300 customers, operating as a highly resilient, strategic, and adaptable problem solver dedicated to account retention.

Serving as the primary operational and relationship anchor for clients, the ASM develops a deep working knowledge of the Filevine platform to optimize product adoption, maximize renewals, and swiftly resolve complex issues.

This role requires an exceptional strategist and negotiator capable of orchestrating cross-divisional initiatives, de-escalating high stakes situations, and managing solutioning teams to deliver tailored support.

ASMs maintain a meticulously organized book of business, balancing competing deadlines with detailed documentation, while collaborating across support, billing, and leadership teams to mitigate churn risk, formulate creative save strategies, and secure long term customer retention.