eDiscovery- Cloud Services Program Manager

at  Open Text Corporation

Hiring Manager: Laura DeLuca
Talent Acquisition Advisor: Laura DeLuca
Job Code Level: CMP4
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• Market Knowledge – Develops and maintains a thorough understanding of the broad e-Discovery, ELM, EDRM marketplace and serves as an expert on the needs of corporate e-Discovery – identifying and pursuing new areas of expertise as OpenText’s solutions evolve.
• Work effectively in a team environment with both members of the Professional Services department and other departments within the company as well as external teams such as managed review providers, law firms and corporate litigation departments.
• Act as the lead consultant for matters and clients when assigned as the lead by management.
• Responsible for managing all aspects of specific client matters, from assisting with initial proposal to collection of the final invoices and consulting and strategizing with clients and potential clients on best ways to meet the objectives of the case team or end client.
• Create project plans defining scope of work including lists of deliverables and deadlines, scheduling, resource allocation, reporting, budgets, and revenue projections and execute on these plans both directly and through the leadership of others.
• Provide superior client service in demanding, deadline driven situations ensuring the delivery of quality work product within established time frames.
• Ensure work product of case/client team meets the standards of quality set forth in project plan and adhere to the quality standards established by the Professional Services management team.
• Create and provide standard and custom, proactive and reactive reports based on client needs and objectives established in the project plan.
• Assist on unassigned projects when requested by supervisors or peers.
• Perform hosting activities necessary to prepare data for attorney review, including user and case administration, processing and loading documents, performing searches, and index management.
• Prepare data productions including conversion to Tiff or Pdf, branding, native productions, exporting documents, and load file generation.
• Provide support for escalated service requests including problem identification and resolution; and solving complex technical issues such as system performance troubleshooting, scripting conflicts, search result troubleshooting, and consultation.
• Bill clients for consulting time and ensure that staff is doing the same for your assigned matters or clients in which you are the lead. Ensure all fees are communicated and understood at the onset of an engagement and when custom requests are made.
• Identify opportunities for increased operational efficiency and leverage technical skills to create and implement resulting solutions.
• Maintain all necessary documentation in the performance of your work including required project reporting, custom requests, and customized solutions.