Client Services Manager - eDiscovery

Summary about this job

Detail information about job Client Services Manager - eDiscovery. Terms and conditions vacancy

• Central Sydney or Melbourne city location
• Fast paced, great team environment
• Global business with opportunity for growth

Epiq is a leading global provider of integrated technology, consultative and administrative services for the legal profession. Epiq subject-matter experts and technologies bring clarity to complexity, create efficiency through expertise, and deliver confidence to high-performing clients around the world.

The Client Services Manager is responsible for managing a team of Client Services consultants. They will provide mentoring, training and guidance to members of the Client Services team and status reporting to the Client Services Director. They must be able to advise clients on evidence collection and management best practices. They must work in collaboration with others in the Client Services and Operations teams to ensure the successful delivery of services.

Essential Duties and Responsibilities

• Engage with the Client Services Director (CSD) 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
• Promote Epiq values amongst team members and clients

Communication and Support (Internal)

• Coordinate with the CSD on resourcing and coverage schedules where appropriate based on client or project needs
• Develop solutions for client projects involving Epiq technical resources
• Develop solutions for “pain points” faced by client or project
• Champion Epiq processes and technology amongst clients and team members
• Identify opportunities for knowledge sharing and inter-team engagement

Communication and Support (External)

• Work with the CSD to establish a cadence of regular client and external stakeholder check-ins to discuss activity, issues, key dates, and upcoming project milestones
• Coordinate with the CSD, 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 standardisation and/or process improvement
• Provide support in new team member on-boarding as pertains to client / project specific standards, protocols, workflows, or processes

Project / Client Implementation Process

• Ensure proposed solutions are aligned with client requirements and expectations
• Coordinate engagement of Epiq resources to scope and deliver client objectives
• Manage client and project billing
• Ensure adequate staffing and resourcing is available to meet project requirements
• Develop local resources to deliver on Epiq technical strategy
• Serve as escalation point to the client and the Client Services Manager
• Help the CSD maintain a pulse on all client project activity (either through regular internal meetings or weekly updates)
• Coordinate regular audits to ensure compliance with all documented policies and procedures and accuracy of deliverables
• Facilitate CSAT feedback shared by the CSD as relates to the client, project, or similar

Qualifications and Skills

• Qualification in law, information systems or equivalent
• Strong written and verbal communication
• Strong team member and leader
• Attention to detail
• Customer focused

To join Epiq you agree that you confirm that you are an Australian Citizen. Epiq is an equal opportunity employer.

http://www.epiqglobal.com/en-au/