Description
You will join Epiq, a values-driven community where integrity guides decisions, relentless service sets the bar, and you will thrive on big challenges together.
As a Client Services Associate Director (AD), you will oversee a team of eDiscovery Client Services professionals and manage a portfolio of client accounts in the eDiscovery & Litigation Support domain.
Responsibilities:
- Develop and maintain account playbooks and standards
- Manage and provide oversight to client-specific projects on a day-to-day basis
- Coordinate staffing and project assignments for vertical matters
- Participate in project scoping/kick-off calls for new matters/clients
- Drive overall client satisfaction through effective planning, coordination, monitoring, problem-solving, and regular communication
- Manage engagement WIP and assist with client invoicing
- Prioritize requests across various operations departments
- Manage monthly case budgets in conjunction with the project management team
- Facilitate weekly/monthly status calls and reporting
- Prepare weekly executive summaries regarding team activity
- Participate in quarterly business reviews
- Assist with SOW review and project estimates for new matters/clients
- Track prospective matters in project tracker and work closely with CSD on staffing levels and bandwidth
- Provide managerial and strategic guidance to the development of Epiq's best practices for Client Services
- Instill confidence with clients and serve as the public face of Epiq's high-quality service delivery offering
- Work with clients and CSD to establish best practices which meet client needs and address any prioritization issues
People:
- Manage a collaborative group of Project Managers and Senior Project Managers
- Provide leadership to professionally develop and motivate staff members
- Participate in annual performance reviews and objectives for team members
- Establish and enforce standard protocols and responsibilities
- Track team utilization and motivate/hold team members accountable when needed
- Conduct regular check-ins with employees
- Set performance goals for each team member in line with business needs and personal/professional direction
- Motivate and enforce ownership in all aspects of service delivery and project management
- Lead by example on the training and onboarding of new team members
Key Competencies:
- Excellent client relationship skills
- Acts with a sense of urgency and takes initiative on tasks and activities
- Ability to make well-informed, effective, and timely decisions
- Communicates in a clear, concise, and organized manner
- Develops matter/project plans and translates requirements and objectives into tasks
Required Qualifications:
- Demonstrable experience within Relativity at an Administrator level and above
- Experience in tools like Nuix, Everlaw, Reveal, and similar
- Bachelor's degree, Juris Doctorate (JD) degree, Masters of Business Administration (MBA), or similar advanced degrees a plus
- Minimum of five (5) years industry experience
- Experience working with APAC clients and custom production specifications and bundles
- Excellent understanding of eDiscovery frameworks, protocols, workflows, and best practices
- Strong experience in legal culture and communications a plus
Additional Requirements:
- Extended working hours and weekend support will be required on occasions
- May require travel to domestic and/or international locations at short notice
- Mandarin, Cantonese language skills would be an advantage