Senior Ediscovery Client Services Project Manager

Profile

Senior eDiscovery Client Services Project Manager

Duties: Serves as a key leader in successfully managing assigned client relationships through effective project coordination and execution. Work with Client Services Manager in assessing potential candidates. 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 firm protocols, standards, and technology. Assist 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 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 firm best practices. Take point on research efforts for client issues and provide continued communication to the client and internal stakeholders. Assist PM team with identification of workflow opportunities. Instill confidence with the client and serve as a leading face of firm’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. 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 clients. Liaise with other teams such as Account Directors, Operations, Event Management, Continuous Improvement, etc.. Participate in process improvement initiatives across the organization; work with teammates to standardize and improve the customer experience. Delegate to team members through continuous training on project-related tasks, such as processing and reviewing workflow, productions, etc.. Participate in personal professional development. Provide strategic guidance to the development and improvement of the firm's best practices for Client Services as well as cross-functionally with other eDiscovery business units. Set an example for displaying and communicating company values.

Additional Information

Req. #: R0020962

Company info

Epiq Systems, Inc.
179 Lincoln Street Suite 401
Boston
Massachusetts
United States 02111
Website : https://www.epiqglobal.com/en-au