Project Manager, Client Services AP

Lighthouse Document Technologies Inc; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Lighthouse Document Technologies Inc in Mumbai is seeking an experienced Client Services/Project Manager for eDiscovery engagements. You will lead client communications, coordinate with service teams, and manage intake, processing, and hosting across Relativity and Nuix platforms.

You will coach a team of up to 5 associates, develop project plans with timelines, ensure SLA delivery, and partner with IT for platform reliability while upholding data security and client satisfaction.

Qualifications

• 5-8 years in eDiscovery Client Services/PM or litigation support in a law firm
• Proven client management and project coordination experience
• Experience leading a small team (2-5 members)
• Strong understanding of structured and unstructured data, metadata, storage and retrieval

Responsibilities

• Engage with Clients and Law Firms for questions, clarifications, and escalations related to eDiscovery matters
• Manage a team of up to 5 members of Associates/Senior Associates
• Collaborate with Technical Services, App Support and other teams to fulfill client requests
• Coach and participate in eDiscovery and data management activities, including data intakes, processing, filtering, hosting support
• Develop and communicate timelines and plans with precise delivery schedules
• Ensure SLA adherence and provide status updates to clients and internal stakeholders
• Build KPI dashboards and analyze data to improve operational efficiency
• Coordinate with IT and platform teams to resolve slowness or platform issues
• Assist in training new hires and provide guidance for service excellence
• Maintain strong client relationships and manage multiple engagements simultaneously

Skills

Client communication

Team leadership

Project coordination

eDiscovery knowledge

Stakeholder management

Data handling

Education

Bachelor's degree in a related field

Tools

Relativity

Nuix

Brainspace

Concordance

Ringtail

ServiceNow

Job description

Lighthouse is built on a foundation of unique, compassionate, highly driven individuals. We elevate the strengths and talents of those around us while leveraging opportunities for growth. We offer the experience of solving complex problems while continuing to grow multiple facets of your career. Lighthouse is where innovation meets support and where collaboration is the key ingredient to success. We grow together and are stronger together.

What’s unique about this role?

Responsible for Client communication, coordination with other Client Services team members and Project Management for Intake, processing & Export of Client Data within Nuix, Relativity platforms

What will this person do?

• Engage with Clients and Law Firms for questions, clarification and escalations related to their eDiscovery Matters.
• Manage a team of up to 5 members of Associates/Senior Associates
• Work closely with the Technical Services, Application Support, and other teams to perform Client related tasks, per their requests.
• Coach and participate in eDiscovery and data management activities, including, but not limited to filing requests for data intakes, processing, filtering & hosting support, while handling a team of 3-5 members.
• Consult with clients where necessary for any data related challenges, delivery, with a full-fledged plan of the tasks to be performed with accurate timelines.
• Follow up with Internal teams, based on priority of tasks and assisting other team members in prioritization of tasks, based on Multiple Client requirements, so SLAs are met.
• Able to handle multiple engagements and Clients at the same time, as there might be new Matters added for the same or different clients.
• Work closely with Managers and above to build KPI’s for the team and analyzing the data for better operational efficiencies.
• Reach out to technical teams including IT, App Support for any slowness and platform related issues, that might hamper Review, document searching or other issues on Relativity and other Proprietary software’s.
• Build training plans for new hires for a smooth transition and assist them with initial setting up of emails, and providing insights.
• In cases of delays in delivery, communicate to Clients with an explanation and provide precise time for the next delivery schedule, so there are no further delays.
• Hands-on Administration of Relativity-based hosted matters, including direct client support from review through to production, general Relativity support requests, search assistance, document Batch management, user Management
• Maintain open communication with internal teams and external clients to provide continuous visibility into a project’s status through close tracking of project risks, scope changes, and general requirements changes during the Project.
• Re-validate Billable and non-billable entries at the end of the week and month and report any anomalies to Associate Managers.

Bring your passion and together we will shine. It would also be great if you have the following:

• Certifications on database and data handling, preferred but not a mandatory requirement.
• 5-8 years of experience in eDiscovery Client Services/Project Management or litigation/practice support department within a law firm
• Managed a team of up to 2- 5 members in the past.
• Expert understanding of structured and unstructured data, metadata, storage and retrieval, databases.
• Extensive client management and project management experience working with legal industry professionals.
• Team leader, able to effectively interact and lead cross-functionally with a variety of individuals with different competencies and backgrounds.
• Self-propelled, must possess a strong desire to learn new skills and perform tasks with minimal supervision and oversight. Train junior colleagues for service excellence.
• Excellent written and verbal communication skills. Ability to interact and explain challenges faced during data handling to team members, through robust dialogue, facilitation, and persuasiveness.
• Ability to engage across a range of backgrounds and levels of seniority with the ability to translate technical terms into language that non-technical persons can understand.
• Involved in Interviewing processes for new hiring and providing detailed technical feedback.
• Work flexible hours or rotational shifts to help support the demands of our eDiscovery business.
• Adhere to strict Data security policies & procedures defined by the Organization and ensure data security at all times.

Preferred Skills

• End to end understanding of the eDiscovery process, starting from Collections, Processing, Reviews to Productions.
• Significant experience utilizing eDiscovery technology & platforms such as Relativity, Nuix, Brainspace, Concordance, Ringtail, Service Now (Project management tool) is a plus.
• Good understanding of Billable, Non-Billable Client tasks.
• Relativity Certified Administrator (RCA) or any Relativity or eDiscovery Certifications is a plus.
• Familiarity with computer forensic tools is a good to have, but not required. (i.e., Encase, Forensic Tool Kit, MacQuisition, Cellebrite.).
• Ability to understand proprietary software related to Data processing, Data Hosting and Time keeping.
• Develop or possess strong organizational skills and an extreme attention to detail.
• Proficiency with Windows and related software, such as Microsoft Excel, Power Point

Lighthouse celebrates and thrives on diversity and is an Equal Opportunity Employer. We hire, train, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. We welcome any talents and contributions you can bring to the team and are deeply committed to growing an environment where everyone can feel safe, is respected, and can show up as themselves. Come as you are!

As a trailblazer and catalyst for change, Lighthouse rises to each opportunity to help our clients and our people do what they do best—shine.

This position will work for and be employed by Lighthouse's India subsidiary, which is an independent company located in India.