eDiscovery Client Experience Lead

at  Consilio LLC

Overview:
The Client Experience Lead is responsible for delivering an excellent client experience for a designated portfolio of clients. The Client Experience Lead will work with PM Directors to adequately staff projects and lead project managers by providing mentorship and oversight for specific project needs.
The Client Experience Lead is responsible for collaborating with GRO/SCS team members and the Vertical’s leadership team to develop plans for supporting accounts or engagements and promoting growth in the accounts through relationships and quality of service. The Client Experience Lead will monitor activity levels of team members, monitor responsiveness and quality of the team’s deliveries, consistently perform audit of work projects and deliveries to ensure high quality and compliance with Consilio standards, act as a primary point of escalation on engagements and provide strategic and high-value support to accounts or engagements as needed.

Responsibilities:

• Leadership
• In partnership and collaboration with directors, provide leadership and oversight of project teams, including managing team utilization, onboarding, training needs and serving as a primary point of escalation for assigned teams.
• Assuring the success of a project by creating and maintaining the project schedule, which defines activities, sequence, dependencies, work effort, duration, and associated resource requirements as well as coaching team members and holding team members accountable.
• Responsible for partnering with the PM Director in assigning incoming projects to Project Managers based on skill, availability, and need.
• Serve as a key relationship partner and point of escalation for your clients.
• Spearhead the collaboration with GRO/SCS and PM Director to develop/maintain standard SOPs for clients.
• Provide keep information in tandem with GRO/SCS to participate in account-level calls, meetings, QBRs.
• Develop and implement account-level and engagement-level support plans where employees thrive, the client experience is successful, and the work performed across the team is balanced.
• Mentor, guide, and grow Project Managers to ensure a successful relationship with both the client and the Project Management team.
• Forecasting, tracking and accountable for project budgets and invoices.
• Management of Projects
• Develop and manage relationships with clients, GRO/SCS, and relevant internal teams.
• Support all your client engagements; serving as a primary point of escalation to client, team members, GRO, and Shared Services leads achieved by having a strong understanding of the status of engagements, identifying issues in near-real-time, and conducting audits of engagements (i.e. Project Trackers, Production Quality, etc).
• Provide oversight and strategic support of complex discovery matters.
• Serve as primary point of contact on a client level.
• Leading team members to provide expertise and consultative advice regarding data collections, processing, review workflows, analytics, and production/export deliverables.
• Create and maintain project schedules including RACIs, defining activities, sequence of events, dependencies, work effort, duration and associated resource requirements
• Define, articulate, implement and monitor quality standards on all project deliverables.
• Monitor internal and external project communications, ensuring effective exchange of project information and deliverables.
• Serve as an expert on Consilio’s review platforms and proprietary offerings.
• Forecast, track and manage client pipeline.
• Successfully oversee concurrent complex projects.
• Assist in generating and distributing reporting metrics and other identified KPI’s as needed for each client.
• Develop strong client relationships through collaborative, consultative service.
• Sales Support
• Be knowledgeable about and able to speak competently to all Consilio’s service offerings.
• Be an participate and leader in business development activities with existing and new clients such as sales presentations, QBRs, or other account-level meetings so as to build personal relationships with client contacts.
• Provide guidance and support for your teams’ clients on incoming projects and industry inquiries.
• Draft customized protocols and provide support with non-standard operating procedures for MSA clients or clients with ongoing and continuous projects.

Qualifications:

• BA/BS degree or minimum 5 years in the litigation support / legal industry;
• 10 years of progressively responsible experience in related roles; 5 years’ experience as a Senior Project Manager and/or 5 years experience with ‘Leadership Responsibilities’ preferred;
• Demonstrated experience managing multiple, concurrent projects involving cross-functional teams within budgetary and schedule constraints;
• Demonstrated ability to manage client expectations and maintain client satisfaction;
• Strong teamwork, written and oral communications, client management, and interpersonal skills;
• 3 years’ experience using the Relativity platform;
• Demonstrable experience of successfully handling leadership responsibilities;
• Demonstrated experience managing multiple, concurrent projects involving cross-functional teams within budgetary and schedule constraints;
• A proactive approach to problem-solving and the ability to anticipate client needs;
• The ability to confront unexpected problems quickly and effectively;
• Demonstrated ability to manage project teams, including teams of supporting project managers;
• Willingness to travel.

• Leadership
• In partnership and collaboration with directors, provide leadership and oversight of project teams, including managing team utilization, onboarding, training needs and serving as a primary point of escalation for assigned teams.
• Assuring the success of a project by creating and maintaining the project schedule, which defines activities, sequence, dependencies, work effort, duration, and associated resource requirements as well as coaching team members and holding team members accountable.
• Responsible for partnering with the PM Director in assigning incoming projects to Project Managers based on skill, availability, and need.
• Serve as a key relationship partner and point of escalation for your clients.
• Spearhead the collaboration with GRO/SCS and PM Director to develop/maintain standard SOPs for clients.
• Provide keep information in tandem with GRO/SCS to participate in account-level calls, meetings, QBRs.
• Develop and implement account-level and engagement-level support plans where employees thrive, the client experience is successful, and the work performed across the team is balanced.
• Mentor, guide, and grow Project Managers to ensure a successful relationship with both the client and the Project Management team.
• Forecasting, tracking and accountable for project budgets and invoices.
• Management of Projects
• Develop and manage relationships with clients, GRO/SCS, and relevant internal teams.
• Support all your client engagements; serving as a primary point of escalation to client, team members, GRO, and Shared Services leads achieved by having a strong understanding of the status of engagements, identifying issues in near-real-time, and conducting audits of engagements (i.e. Project Trackers, Production Quality, etc).
• Provide oversight and strategic support of complex discovery matters.
• Serve as primary point of contact on a client level.
• Leading team members to provide expertise and consultative advice regarding data collections, processing, review workflows, analytics, and production/export deliverables.
• Create and maintain project schedules including RACIs, defining activities, sequence of events, dependencies, work effort, duration and associated resource requirements
• Define, articulate, implement and monitor quality standards on all project deliverables.
• Monitor internal and external project communications, ensuring effective exchange of project information and deliverables.
• Serve as an expert on Consilio’s review platforms and proprietary offerings.
• Forecast, track and manage client pipeline.
• Successfully oversee concurrent complex projects.
• Assist in generating and distributing reporting metrics and other identified KPI’s as needed for each client.
• Develop strong client relationships through collaborative, consultative service.
• Sales Support
• Be knowledgeable about and able to speak competently to all Consilio’s service offerings.
• Be an participate and leader in business development activities with existing and new clients such as sales presentations, QBRs, or other account-level meetings so as to build personal relationships with client contacts.
• Provide guidance and support for your teams’ clients on incoming projects and industry inquiries.
• Draft customized protocols and provide support with non-standard operating procedures for MSA clients or clients with ongoing and continuous projects