Senior Ediscovery Client Services Project Manager

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Senior eDiscovery Client Services Project Manager
The candidate will work with the Client Services Manager in assessing potential. Empower teammates to take ownership and responsibility, including accountability for work product. Facilitate the training and onboarding of new team members to ensure they are appropriately oriented to Epiq protocols, standards, and technology. Assist the Client Services Manager in evaluating team bandwidth and delegation of tasks internally. Serve as a team leader by assessing and developing employees through continuous training and mentoring. Take lead on weekly/monthly status calls and reporting, including executive summaries regarding team and account activity, as well as ensuring client playbooks are developed and maintained for key client accounts. Participate in on-site meetings with clients as well as quarterly business reviews. Consistently deliver proactive communication with clients. When client issues arise, address or expeditiously escalate them to the Client Services Manager. Initiate and/or lead kickoff calls or high-level design calls with clients in addition to preparing monthly forecasting and client cost estimates where appropriate. Coordinate with the Client Services Manager to prioritize work in the operational queue, escalating to client service managers as needed, etc. Provide advice/guidance on workflow and processes used throughout projects, keeping in mind Epiq best practices. Take point on research efforts for client issues and provide continuous communication to the client and internal stakeholders. Assist the PM team with the identification of workflow opportunities. Instill confidence in the client and serve as a leading face of Epiq’s high-quality service delivery offering, measured through CSAT (client satisfaction surveys). Act as a liaison with key client representatives and own the service delivery relationship for assigned projects. Track requests from submission through completion to confirm all requests are being handled. Track quality issues and develop plans of action to remediate and avoid reoccurrence. Achieve utilization targets. Uses a consultative approach to working with clients to understand case needs and suggests tools and processes accomplish goals; ability to implement and run TAR solutions such as TAR1.0, Active learning (TAR 2.0), and Clustering, within tools such as relativity, NexLP, and Brainspace. Should have 6 years of experience in an e-discovery environment; hosting services are a significant plus. JD is a plus. Industry qualifications such as Relativity Certified Administrator or Relativity Certified Administrator Analytics Expert are a plus. Should have strong problem-solving ability and adaptability; highly organized and able to manage multiple processes; availability to work extended hours as needed when client project loads increase; ability to effectively communicate complex technical solutions to non-technical audiences; possess excellent customer service, interpersonal, and communication skills. Become a subject matter expert in the workflows and technology used by the assigned client.

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