Client Services Project Manager

Job Summary:

The Project Manager of Client Services will serve as a key leader in successfully managing 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, work efforts of various resources and client relationships in a fast-paced environment.

Essential Job Responsibilities

• Serves as the primary liaison with key client representatives and owns the service delivery relationship for assigned projects;
• Drives overall client satisfaction through effective coordination and communication of client deliverables;
• Works with clients to establish best practices which meet their needs and addresses any prioritization issues that may arise;
• Provides high-level consultative input to clients and staff, with an emphasis on advanced analytics and technology-assisted reviews;
• Prepares project forecasts and work schedules for assigned projects and implements projects forecasts and work schedules prepared by the Client Services Manager;
• Ensures client and project requirements are being met with the highest quality and accuracy through verifying and communicating routinely with both the client and internal partners;
• Manages and reports to clients on project budget and financial status;
• Provides strategic and tactical guidance to deliver Epiq’s best practice for Client Services as well as cross-functionally within the eDiscovery business unit;
• Consistently delivers proactive communication with clients and when client issues arises addresses those issues or expeditiously escalates to the Client Services Manager;
• Ensures that an up to date record is maintained with regard to the status of all projects being worked on;
• Provides substantive oversight to client-specific projects on a day-to-day basis;
• Demonstrates leadership to both the client and internal partners, delivering project objectives professionally and with high quality;
• Serves as team leader by assessing and developing employees through continuous training and mentoring;
• Instils confidence with the client and serves as a primary public face of Epiq’s high-quality service delivery offering;
• Assists Client Services Manager in evaluating team bandwidth and delegation of tasks internally;
• Works with Client Services Manager in assessing potential candidates along with implementing and executing onboarding sessions;
• Participates and takes ownership in Epiq’s regional and global initiatives acting as representative for regional location;
• Identifies areas for improvement in process on internal workflow and projects in a solution-oriented fashion.

Qualifications & Characteristics

• A solid understanding of eDiscovery and the litigation support industry which is typically a result of at least 4 years of experience in project management positions with law firms, corporate legal departments or eDiscovery service providers.
• Evidence of emerging leadership and staff development skills which help to motivate staff members and provide professional growth allowing them to assume additional responsibilities.
• Demonstrated success in the management of multiple simultaneous projects.
• Oral and written communication skills which provide a strong and confident leadership presence.
• Excellent 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 database design and management, data processing activities and legal document review requirements.
• Demonstrated ability in each of the following areas: ensure effective control of all aspects of a project from initial planning through final production; development of project plans; balance overall client requirements; development of relationships; and review financial and billing information in a timely manner to ensure deadlines are consistently met.
• We are seeking a superior candidate for this unique role. As a result, we require the following background in candidates selected for this opportunity:
• A bachelor’s degree or equivalent industry experience. A graduate degree such as a Juris Doctorate (JD) degree or Masters of Business Administration (MBA) a plus.
• A minimum of 4 years consulting, litigation support, paralegal or attorney experience in a law firm, corporate legal department or eDiscovery service provider.