Client Services Manager

Epiq Systems, Inc.; Chicago (IL); On-site; USD 130,000 - 145,000; Full time

Job summary

Join a forward-thinking company as a Client Services Manager, where you will lead a dedicated team in the fast-paced eDiscovery industry. This role involves managing client relationships, ensuring superior service delivery, and driving project success through effective coordination. With a focus on leadership, communication, and critical thinking, you will play a pivotal role in enhancing client satisfaction and operational excellence. If you thrive in dynamic environments and are passionate about delivering exceptional service, this opportunity is perfect for you.

Qualifications

• 5-7 years in eDiscovery or litigation support roles.
• Proven leadership and staff development skills.
• Ability to manage multiple projects simultaneously.

Responsibilities

• Manage Client Services team and client relationships.
• Ensure client satisfaction and service delivery.
• Drive process improvements and project initiatives.

Skills

eDiscovery

Project Management

Client Relationship Management

Leadership

Critical Thinking

Education

Bachelor's Degree

Juris Doctorate (JD)

Master of Business Administration (MBA)

Tools

Relativity

Job description

locations USA-Chicago-IL-311 S Wacker Dr, Suite 300

time type Full time

posted on Posted 2 Days Ago

job requisition id R0031030

It's fun to work at a company where people truly believe in what theyare doing!

Job Description:

Division: Legal Solutions, eDiscovery Managed Services

Job Title: Client Services Manager

Reports to: Director, Client Services

Location: Chicago

The Client Services Manager functions as a key leader in successfully managing the Client Services team and 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, coordinate efforts from various resources, and ensure consistently superior service for client relationships in a fast-paced environment.

Principal Job Responsibilities:

• Responsible for the hiring, training, development, and management of the assigned Client Services Team
• Accountable for the overall success of the Client Services team and customer satisfaction
• Serves as the primary liaison with key client representatives and owns the service delivery relationship for assigned projects
• Serves as the internal and external point of contact for projects and issue resolution across company functions
• Drive overall client satisfaction through effective coordination and communication of client deliverables
• Partnership with clients to establish best practices to meet specific needs and addresses prioritization issues that may arise
• Advise and execute on complex issue resolution through internal remediation processes to drive client satisfaction
• Participates in the planning and execution of project initiatives, drive process-improvement, and coordination of continual status updates on project objectives
• Ensures client and project requirements are being met with the highest quality and accuracy through verification and communicating routinely with both the client and internal partners
• Manages and reports to clients on project budget, revenue forecasting, and financial status
• Demonstrates leadership to both clients and internal partner to deliver project objectives professionally and with superior quality
• Work with Operational departments to customize and continually enhance service quality
• In partnership with internal stakeholders, participate in the coordination, agenda, execution, and action items stemming from cadenced client business reviews
• Development of subject matter expertise relating to client-specific tools and software
• Develop and maintain client relationships with key client contacts and act as an escalation point for client concerns and partnership on client initiatives.

Desired Qualifications and Skills:

• A deep understanding of eDiscovery and litigation support which is typically the result of at least 5-7 years in relevant positions with law firms, corporate legal departments, or eDiscovery service providers
• Proven leadership and staff development skills which help to motivate personnel and provide professional growth allowing them to assume additional responsibilities
• Demonstrated success in the management of multiple simultaneous projects.
• Oral and written communication skills to effectively provide confident leadership
• Strong critical thinking skills with the ability to efficiently gather and process information required for problem solving and resolution in response to client inquiries, deadlines, and project management
• Previous 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 the Electronic Discovery Reference Model, database design and management, data processing activities, and legal document review requirements.

Education & Certifications:

• Bachelor's (BA) Degree
• A graduate degree such as a Juris Doctorate (JD) degree or Masters of Business Administration (MBA) a plus
• Relevant eDiscovery or Project Management certifications preferred
• Relativity Certified Administrators strongly preferred

Work Conditions: Able and willing to work for extended periods of time including evenings and weekends

#LI-TP1 #Remote

The Compensation range for this role is $130,000.00 to $145,000.00 USD annually and may be eligible for an annual bonus.

Your specific salary will be determined based on several factors:

Location-based market ratefor the role

Your abilitiesin relation to the job specification

Performanceduring screening and interview

Pay paritywith the wider team in the considered location

Further details about the package will be provided during the initial screening call with the Talent Acquisition Team.

Click here to learn about Epiq's Benefits.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.

About Us

Epiq is a leading global provider of integrated technology and services for the legal profession, including eDiscovery, managed services, bankruptcy, class action and mass tort administration, federal regulatory actions and data breach responses. Our innovative solutions are designed to streamline the administration of litigation, investigations, financial transactions, regulatory compliance and other legal matters. Epiq’s subject-matter experts bring clarity to complexity, create efficiency through expertise and deliver confidence to our clients around the world.

We strive for a cohesive, collaborative environment that focuses on group achievement.

With over 8 000 associates worldwide, Epiq operates in 19 countries and over 80 global locations .