Senior Client Services Consultant | e-Discovery System
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Responsible for managing e-discovery projects from end-to-end. Ability to advise clients on evidence collection and management best practices.
Summary about this job
Management & Support
Company: OfficeTeam
Location: Melbourne
Work type: Full Time
Salary: $110k - $120k p.a. + Superannuation
Phone: +61-7-1326-8908
Fax: +61-8-2847-4658
E-mail: n\a
Site: n\a
Detail information about job Senior Client Services Consultant | e-Discovery System. Terms and conditions vacancy
The Company
Our client’s is a worldwide provider of legal services serving the private and public sector.
Essential Duties and Responsibilities
- Engage with the Client Services Manager (CSM) to ensure alignment on roles and responsibilities of all primary internal stakeholders
- Collaborate with Sales efforts to expand business with assigned clients and assist with generating leads from client engagements
Communication and Support (Internal)
- Establish a regular check-in / 1-on-1 with the CSM
- Discuss client / project activity levels
- Coordinate with the CSM on resourcing and coverage schedules where appropriate based on client or project needs
- Discuss pain points, “hot” items requiring extra eyes, attention, or process change
- Assist CSM in running client / project specific portions of weekly team meeting
- Discuss client successes, potential issues
- Discuss priority / high visibility projects
- Ensure team communications are clear, concise, and in-line with client / project protocols
- Ensure all project requests are memorialized and documented clearly (e.g. outside counsel requests made by phone)
Communication and Support (External)
- Ensure establishment of regular project check-ins
- Work with the CSM to establish a cadence of regular client and external stakeholder check-ins to discuss activity, issues, key dates, and upcoming project milestones
- Own and coordinate with the CSM, regular quarterly business reviews with the client including content and presentation
- Create opportunities to engage with external stakeholders in a consultative manner - make suggestions, maintain open dialog on client / project challenges and solutions
Documentation and Standards
- Document and enforce client specific reporting requirements
- Identify opportunities for standardization and/or process improvement
- Own completion and maintenance of the eDiscovery Playbook for client
- Provide support in new team member on-boarding as pertains to client / project specific standards, protocols, workflows, or processes
Project / Client Implementation Process
- Own the project kick-off process and ensure all key information is gathered
- Ensure project kick-off meeting agendas are distributed to participants in advance
- Ensure timely distribution of meeting minutes to participants
- Ensure actions from meeting are documented, assigned, and tracked to completion
- Ensure all deviations from client / project standards are documented and confirmed with the client where appropriate
Project Management
- Serve as primary escalation point to the client and the project management team
- Escalate and coordinate resources from internal teams with the CSM to facilitate project deliverables, deadlines, or other escalations
- Monitor project milestones and help ensure critical deadlines are met by collaborating daily with project managers and analysts
- Help the CSM maintain a pulse on all client project activity (either through regular internal meetings or weekly updates)
- Perform regular audits to ensure compliance with all documented policies and procedures and accuracy of deliverables
- Read and act on CSAT feedback shared by the CSM as relates to the client, project, or similar
Your Profile
- You will have at least 5 years’ experience in e-discovery project management with a qualification in law, information systems or equivalent.
- The right person for this position will be a strong communicator, be a strong team member and leader. Your attention to detail will be at the highest calibre whilst being customer focused.
For any further questions, please contact Tara Goss - 9691 3663 or 0405152911 Or apply now!
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