Frontline Managed Services

Project Manager

• Planning the work of the project team and achieving overall quality, schedule and cost targets.
• Responding to escalation of issues from project team members.
• Ensuring that project milestones are met and reported.
• Coordinating closely with the assigned technical lead for quality assurance / quality control (QA/QC) functions and in the development of deployment specific engineering documentation.
• Providing information and support to other organizations within the company, pertaining to the project.
• Conducting the following functions for each assigned project: Creation of the project plan.
• Coordination and execution of all client written and verbal communications.
• Working with Procurement to procure hardware and software necessary to the project.
• Ordering and coordination of 3rd party services (i.e. ISP, utilities, etc.).
• Coordination with engineering team leads (ETLs) in selection of field engineering resources.
• Assignment of project tasks in the service delivery system.
• Escalation and communication of issues and changes affecting the project.
• Initiating the billing process and closure of the project upon completion.

Project Manager – FMS Helix AI

Customer Success Manager

• Serve as the primary relationship owner across a dynamic portfolio of client accounts.
• Build strong, trust-based relationships with client stakeholders through regular business reviews and solution-oriented discussions.
• Champion client needs internally, ensuring service consistency and satisfaction.
• Identify and escalate potential client risks or concerns to leadership with context and solutions.
• Maintain accurate client data in our CRM system to enable informed decision-making and personalized service.
• Collaborate with internal teams to address client issues promptly and transparently.
• Act as a liaison between clients and technical teams, ensuring timely communication and resolution of service-related matters.
• Capture and share detailed meeting notes and updates via SharePoint, tracking client health, feedback, and action items.
• Partner with teams across Implementation, Training, and Service Desk Operations to align on client goals and project milestones.
• Lead the creation and delivery of client-requested reports and analyses, using data trends to recommend enhancements.
• Coordinate cross-functional efforts to achieve deliverables and exceed client expectations.
• Identify opportunities to expand client service offerings and collaborate with Sales on strategic upselling.
• Promote internal knowledge-sharing through documentation, process mapping, and training.
• Work with clients to ensure accurate categorization within the ITSM platform and contribute firm-specific guidance to internal knowledge bases.
• Promote adoption of ServiceNow tools, such as the Self-Service Portal and Helpdesk features, to enhance user experience.
• Identify opportunities for automation, efficiency, and improved service through technology.
• Facilitate client demos of ITSM features to support client engagement and success.
• Share regular updates with leadership on client account health, opportunities, and trends.
• Distribute clear summaries from client and project meetings.
• Participate actively in team meetings to contribute insights and foster a collaborative environment.

Senior Client Experience Manager

Client Services Representative

• Manage large and diverse client portfolio.
• Serve as client advocate to ensure high level of client satisfaction.
• Develop and maintain relationships with clients.
• Accurately identify and capture client problems and requests and engage appropriate internal stakeholders.
• Identify opportunities to expand client service offerings and communicate them to the sales team
• Report on project objectives and deadlines.
• Facilitate client engagement on project objectives.
• Hand-off technician specific issues to Operations for prevention plan.
• Follow up with Operations to ensure issue resolution.
• Follow up with Firm Liaison to communicate completion of open issues and projects.
• Generate and deliver custom client reports as requested.
• Complete data and volume trending analysis.
• Conduct regular client business reviews.
• Facilitate client implementations.
• Draft and deliver meeting minutes to attendees of regular client business reviews.
• Coordinate contribution of firm specific knowledge content to knowledge repositories.

Client Services Manager

Technical Project Manager

• Manage a series of concurrent IT implementation projects from inception through successful implementation.
• Control timeline, issues, risks, quality and schedule of the project by effectively managing assigned engineering resources and clients.
• Procurement and tracking of ordered products and third party services necessary to complete the project.
• Planning the work of the project team and achieving overall quality, schedule and cost targets.
• Responding to escalation of issues from project team members.
• Ensuring that project milestones are met and reported.
• Coordinating closely with the assigned technical lead for QA/QC and in the development of deployment specific engineering documentation.
• Providing information and support to other organizations within the company pertaining to the project.
• Creation of the project plan.
• Coordination and execution of all client written and verbal communications.
• Working with Procurement to procure hardware and software necessary to the project.
• Ordering and coordination of 3rd party services (i.e. ISP, utilities, etc.).
• Coordination with engineering team leads (ETLs) in selection of field engineering resources.
• Assignment of project tasks in the service delivery system.
• Escalation and communication of issues and changes affecting the project.
• Initiating the billing process and closure of the project upon completion.

IT Project Manager

Accounts Receivable

• Position Overview: Our Accounts Receivable Manager facilitates effective accounts receivable and relationship management for an assigned portfolio of billing attorneys and their clients to accurately maintain and collect account balances within the specified terms of engagement.
• What You’ll Do: Prepares reports and analyses to keep leadership apprised of results and opportunities to decrease outstanding accounts receivable for the assigned portfolio; Facilitates meetings with billing attorneys and stakeholders, highlighting opportunities to improve cash flow; Acts as a liaison between clients and attorneys to resolve outstanding balances while preserving the attorney-client relationship; Keeps accurate and detailed records regarding collection activities in the Firm's Accounts Receivable Collection Software.
• Frontline Managed Services® is a leading global service outsourcing provider within the legal industry, serving more than 600 law firms.