Job Description:Job Description Details:The Client Services Manager functions as a key leader in successfully managing the Client Services team and assigned client relationships through effective project management coordination and execution. Successful candidates must have the team leadership and professional background in the electronic discovery industry to successfully manage multiple projects, coordinate efforts from various resources, and ensure consistently superior service for client relationships in a fast-paced environment.
Principal Job Responsibilities:- Responsible for the hiring, training, development, and management of the assigned Client Services Team
- Accountable for the overall success of the Client Services team and customer satisfaction
- Serves as the primary liaison with key client representatives and owns the service delivery relationship for assigned projects
- Serves as the internal and external point of contact for projects and issue resolution across company functions
- Drive overall client satisfaction through effective coordination and communication of client deliverables
- Partnership with clients to establish best practices to meet specific needs and addresses prioritization issues that may arise
- Advise and execute on complex issue resolution through internal remediation processes to drive client satisfaction
- Participates in the planning and execution of project initiatives, drive process-improvement, and coordination of continual status updates on project objectives
- Ensures client and project requirements are being met with the highest quality and accuracy through verification and communicating routinely with both the client and internal partners
- Manages and reports to clients on project budget, revenue forecasting, and financial status
- Demonstrates leadership to both clients and internal partner to deliver project objectives professionally and with superior quality
- Work with Operational departments to customize and continually enhance service quality
- In partnership with internal stakeholders, participate in the coordination, agenda, execution, and action items stemming from cadenced client business reviews
- Development of subject matter expertise relating to client-specific tools and software
- Develop and maintain client relationships with key client contacts and act as an escalation point for client concerns and partnership on client initiatives.
Desired Qualifications and Skills:- A deep understanding of eDiscovery and litigation support which is typically the result of at least 5-7 years in relevant positions with law firms, corporate legal departments, or eDiscovery service providers
- Proven leadership and staff development skills which help to motivate personnel and provide professional growth allowing them to assume additional responsibilities
- Demonstrated success in the management of multiple simultaneous projects.
- Oral and written communication skills to effectively provide confident leadership
- Strong critical thinking skills with the ability to efficiently gather and process information required for problem solving and resolution in response to client inquiries, deadlines, and project management
- Previous client relationship skills which include the ability to proactively manage client expectations, recognize client needs, and adapt company capabilities to consistently meet client requirements.
- A solid understanding of the Electronic Discovery Reference Model, database design and management, data processing activities, and legal document review requirements.
Education & Certifications:- Bachelor's (BA) Degree
- A graduate degree such as a Juris Doctorate (JD) degree or Masters of Business Administration (MBA) a plus
- Relevant eDiscovery or Project Management certifications preferred
- Relativity Certified Administrators strongly preferred
Work Conditions: Able and willing to work for extended periods of time including evenings and weekends
#LI-TP1 #Remote
The Compensation range for this role is $130,000.00 to $145,000.00 USD annually and may be eligible for an annual bonus.
Your specific salary will be determined based on several factors:
- Location-based market rate for the role
- Your abilities in relation to the job specification
- Performance during screening and interview
- Pay parity with the wider team in the considered location
Further details about the package will be provided during the initial screening call with the Talent Acquisition Team.
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