Client Services Manager

Manager, Client Services

KLDiscovery, a global leader in eDiscovery, is seeking a Manager, Client Services. Under the direction of a Client Services Director, the Client Services Manager will provide direct management of a project management team. As such, the Client Services Manager will be responsible for the oversight, leadership, and development and coaching of all members of their team, consisting of Senior Project Managers, Project Managers and Associate Project Managers. The Client Services Manager will build and maintain relationships with clients supported by their team. In addition, this highly collaborative position will partner with internal support and development organizations to ensure comprehensive and efficient service is delivered to KLDiscovery's clients. The Client Services Manager will also provide direct project level support including consultation, serving as an escalation point, and providing a load-balancing function during peak periods.

Responsibilities

• Client service quality – this is the absolute highest priority for the Client Services team. Management must oversee service delivery of all direct reports to ensure the best quality of project management and consultation is provided to our clients
• Team development – initiate proactive coaching opportunities to PM team members to strengthen skills and knowledge around client communication and interaction, client service delivery, internal workflows and technology, and team collaboration. The manager will provide constructive feedback and recommendations to team members as needed
• Support for team members – management will ensure PM team members are well supported, serving not only as an escalation point internally and externally, but also to aid PM's in building the proper support structure around larger matters and in situations where case coverage will be needed for either PTO or other circumstances.
• Conduct performance reviews and make appropriate recommendations for employee growth and development
• Assign projects to team members, monitor and manage PM utilization and work allocation, coordinate case coverage when Project Managers are out of the office, ensure proper case transition between Project Managers
• Work with PM and OPS management to develop and strengthen internal processes and workflows to ensure efficiency, and work product is delivered at the highest possible level.
• Collaborate with team members and management across KLDiscovery on organization-wide initiatives and efforts, with an emphasis on optimal customer service to our clients
• Exceptional analytical, organizational and problem-solving skills; ability to proactively and independently resolve complex issues
• The ability to effectively and adeptly communicate (verbally and in writing) externally with clients and internally with all levels of the organization to successfully accomplish objectives portraying knowledge and confidence
• The ability to motivate others to perform at maximum efficiency without sacrificing quality of the services delivered extensive knowledge of the principles and concepts of project management
• Knowledge of the concepts, principles, management and processing of electronically stored information (ESI) as they relate to legal matters
• Knowledge of the use of hosted discovery management applications and tools
• Knowledge of Windows Operating Systems (desktop and network), network storage and archival technologies
• Expert-level proficiency in Microsoft Office Suite
• Extensive knowledge of litigation support applications such as Ringtail, eDiscovery Review, Relativity, Introspect
• Work early morning, evening or weekend hours as needed
• Handle additional special projects, as assigned
• Occasional travel required (0 to 10%)

Requirements

• 5 plus years of experience in litigation support, legal practice or related legal or ediscovery industry
• Previous leadership experience is preferred
• Demonstrate key leadership traits
• Demonstrate integrity, accountability, respect and commitment to KLDiscovery
• Demonstrate excellence in managing all functions of the job
• Apply the knowledge and skills required to perform at the highest level
• Demonstrate best practices in professional relationships
• Focus on job execution and achieving optimal results
• Take personal responsibility for performance; sets annual performance goals for self; and work with leadership to understand goals and opportunities for growth
• Demonstrate honesty and professionalism in performing job; engage with others with respect, trust and dignity; exhibit a positive attitude and contribute to high morale
• Manage workload by setting priorities in collaboration with leadership; demonstrate exceptional ability to multi-task; organize work and manage time to achieve maximum efficiency; utilize staff to achieve tactical goals of the organization and delivery of superior client service in support of their projects
• Support the team and our clients by understanding the issues and needs while utilizing our support partners and other organizational resources to deliver support internally and deliver superior service externally; demonstrate efficiency and effectiveness in performing work; communicate clearly and effectively, both verbally and in writing
• Demonstrate knowledge and expertise in functional area; understand business process and apply best practices to achieve best results; demonstrate knowledge of clients and KLDiscovery's organizational structure; demonstrate knowledge and understanding of KLDiscovery's internal support groups
• Actively identify and contribute ideas that drive the strategic and tactical goals of the organization; constantly evaluate processes and procedures to ensure exceptional client support; proactively seeks feedback and suggestions from staff and clients to understand, meet and exceed expectations
• Set and meet annual performance and development goals; apply processes and methodologies to perform work; demonstrate flexibility by supporting special requests and projects; comply with policies and procedures; utilize systems and resources to achieve optimal results.