[Hiring] Account Manager, Services Team @Page Vault

Role Description

We are hiring an Account Manager for the Page Vault On Demand services team. This person will own a book of PVOD client relationships and serve as the steady, trusted point of contact for incoming service requests.

• Scope client needs, prepare quotes, coordinate with technical capture and QA teams, and shepherd complex projects from request through delivery.
• Listen for moments when the Page Vault software may be a better long-term fit for a client and hand those opportunities to our software team with clear context.

What You'll Do

• Own client relationships:
  • Own a book of service client relationships across law firms, in-house legal teams, and litigation support partners.
  • Serve as the primary point of contact for clients submitting capture requests.
  • Build trust through clear communication, sound judgment, and reliable follow-through.
• Scope and quote capture requests:
  • Turn vague or incomplete client requests into clear capture specifications.
  • Quote and package work with consultative judgment.
  • Coordinate with the Technical Capture & QA team to confirm scope, timing, and quality.
• Project manage complex engagements:
  • Serve as the steady-hand project manager and single point of contact for the client across the life of the work.
  • Translate technical realities into what the client needs to know and decide on.
  • Help resolve issues quickly and professionally when scope, timing, or technical challenges change.
• Identify software opportunities:
  • Stay alert for situations where the Page Vault software may better serve a client’s ongoing needs.
  • Run a brief product overview or demo when appropriate.
  • Hand qualified software opportunities to the software team with useful context.
• Process & playbook building:
  • Build and improve repeatable processes such as scoping checklists, quote templates, and delivery email templates.
  • Maintain accurate account, pipeline, and activity records in the CRM.
  • Collaborate with services, sales, support, product, and technical teams to improve the client experience.

Qualifications

• 4+ years of experience in account management, client services, customer success, project management, or a similar client-facing role.
• Experience working with legal, SaaS, litigation support, professional services, or other detail-sensitive B2B clients strongly preferred.
• Excellent written communication skills; this role depends heavily on clear, accurate, client-ready email.
• Strong judgment in scoping, pricing, prioritization, and expectation-setting.
• Ability to manage multiple urgent client requests at once without losing detail or follow-through.
• Comfort working with websites, social media platforms, online content, and technical teams.
• CRM proficiency and ability to maintain accurate pipeline, client, and account records.

Requirements

• Default to making the client whole when something goes wrong.
• Take pride in being the person clients trust with urgent, sensitive work.
• Are calm, clear, and steady in urgent or high-stakes client situations.
• Can translate messy technical details into concise, useful client communication.
• Write well; much of this job runs on email, and your writing will shape the client experience.
• Are comfortable discussing scope, pricing, tradeoffs, and timing with clients.
• Understand or are eager to learn how law firms work, including the roles of partners, associates, paralegals, litigation support teams, and in-house counsel.
• Are familiar enough with social media and websites to walk a client through possibilities and spot potential issues on the fly.
• Like building systems, templates, and processes that make future work better.
• Have low ego and strong client judgment; when another team or product is the better answer, you make the handoff cleanly.

Benefits

• Fully remote work, with 2–3 in-person team meetings per year.
• Flexible PTO, unlimited sick days, and paid parental leave for both parents.
• Medical, dental, and vision insurance.
• 401(k) with employer contribution.
• Base salary range: $100,000–$140,000, depending on experience.