Actionstep

Project Manager

• Oversee Actionstep’s involvement in Certified Consulting Partner (CCP)-led implementations
• Manage internal implementations and professional services projects
• Track overall delivery performance across the partner portfolio, identifying trends and risks
• Act as the escalation and coordination point for delivery challenges
• Participate in regular partner performance reviews
• Collaborate with the Lead PMO and Services leadership
• Facilitate onboarding and training for Certified Consulting Partners (CCPs)
• Manage select internal or strategic customer projects
• Collaborate with technical teams to ensure accurate scoping and resource alignment
• Create and maintain project documentation, templates, and process guides
• Partner with the PMO to maintain and improve delivery frameworks
• Contribute to the definition and refinement of delivery metrics
• Participate in post-project reviews
• Build and maintain strong relationships with partners and internal stakeholders
• Deliver consistent, transparent communication on project status
• Ensure escalations are resolved effectively
• Undertake any other reasonable duties as required.

Project Manager – Services

Customer Success Manager

• Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues with alternative solutions tailored to individual needs.
• Serve as the primary interface to manage and resolve any critical situations
• Serve as an Ambassador, educating customers on the capabilities of ActionStep to ensure they are leveraging ActionStep effectively and finding value in our services
• Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout the customer life cycle.
• Proactively drive accounts with minimal oversight.
• Be a customer advocate while capturing customer feedback and reporting requests to key ActionStep stakeholders
• Meet regularly with customers in person.
• Identify, prioritize and communicate product/service updates that reflect customer requests, working closely with Enablement, Sales, Support, Billing, and other teams to ensure an exceptional customer experience
• Identify and build advocacy relationships with strategic customers acting as a marketing channel through case studies, speaking opportunities, references, etc.
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
• Help drive customer strategy and maintain account direction working collaboratively with the Customer Success organization
• Facilitate quarterly business reviews (QBR’s) with all assigned accounts 40+
• Maintain a revenue base by managing account retention and renewal
• Drive upgrade revenue through increased product adoption and increased usage
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal and account growth
• Update and maintain Customer Success database (Churn Zero) with the most relevant account details

Consultant

• Deliver and support implementation and professional services for customers, ranging from standard to complex engagements depending on experience.
• Contribute to solution design, configuration, and delivery activities as part of customer and partner projects.
• Develop subject matter expertise in product configuration, delivery strategy, and implementation frameworks.
• Support Certified Consulting Partners with guidance, troubleshooting, and best Practices.
• Assist with escalations on partner-led and internal projects to ensure successful outcomes.
• Provide input to scoping activities, including level-of-effort (LOE) estimates and project planning.
• Deliver or contribute to customer-facing training services, as needed.
• Support onboarding and enablement of new partners to ensure consistent delivery quality.
• Collaborate with cross-functional teams including Solution Architects, Service Delivery, Technical Services, and the PMO.
• Grow your expertise in consulting and product configuration, with opportunities to share knowledge and support others as your experience increases.
• Support pre-sales activities when needed by providing input on implementation best practices and delivery approach.

Services Consultant

• Support and monitor Certified Consulting Partner (CCP)-led implementations to ensure alignment with Actionstep delivery frameworks and project standards.
• Track delivery performance across projects and partner engagements, owning reporting and performance tracking for smaller initiatives and assisting on larger ones.
• Act as a coordination point for partner and internal delivery activities, ensuring timely communication, follow-up, and visibility.
• Manage smaller internal and partner-led projects directly, ensuring delivery within agreed scope, budget, and timeline.
• Collaborate with technical and delivery teams to ensure accurate scoping, scheduling, and resource alignment for assigned projects.
• Maintain and update project documentation, templates, and records to ensure accuracy, accessibility, and version control.
• Own administrative and reporting responsibilities across the Services portfolio, including maintaining Asana boards, updating project dashboards, and preparing reports for PMO and Services leadership.
• Participate in post-project reviews, capturing and sharing lessons learned to strengthen delivery practices.
• Coordinate meetings, communications, and actions across both internal and external stakeholders to maintain project momentum.
• Build and maintain strong working relationships with partners, customers, and internal teams, fostering transparency and collaboration.
• Deliver clear, timely communication on project progress, issues, and risks.
• Undertake any other reasonable duties as required

Project Coordinator

Accounts Receivable

• Actionstep is a SaaS company specialising in Legal Practice Management software with global customers.
• Maintain invoicing, receivables, reconciliations, and collections across the full AR lifecycle.
• Work aged debt and implement strategies to manage overdue payments and minimise debt exposure.
• Maintain regular contact with customers, sending reminders and following up on outstanding balances.
• Manage the accounts inbox and capture all relevant information in financial systems.
• Respond to clients and internal stakeholders resolving queries promptly and efficiently.
• Take ownership of end-to-end AR activities including receipting customer payments for all entities.
• Generate and issue accurate and timely invoices per billing schedules or contracts.
• Prepare consolidated monthly billing spreadsheets to support specific accounts.
• Investigate disputes/customer issues and process credit notes as required.
• Manage and resolve issues identified during customer contact to ensure prompt collection.
• Assess delinquent customer accounts and work on bad debts to be written off.
• Perform regular account reconciliations, ensuring payments and credits correctly applied.
• Maintain customer records including contact details, billing preferences, and credit limits.
• Prepare AR reports and provide regular updates on aged debt, cash collections, and risk accounts.
• Support the month-end close by ensuring AR transactions are recorded and reconciled.
• Assist with continuous improvement of systems, controls and working practices.
• Develop and maintain awareness of applicable tax regulations across entities.
• Liaise closely with Sales and Support teams and undertake other reasonable duties as required.
• Build and maintain strong working relationships with internal and external parties.
• Attend and contribute to customer, partner and internal meetings to add value.
• Actively pursue professional development and industry best practices.
• Participate in continuous improvement of Finance processes and share knowledge.
• Follow Health & Safety procedures and participate in safety initiatives.

Project Manager – Services

Customer Success Manager

Customer Success Manager

Services Consultant

Project Coordinator

Services Consultant

Accounts Receivable Specialist