Client Services Program Director – eDiscovery

It’s fun to work at a company where people truly believe in what they are doing!

Job Description:

The Program Director, working in close coordination with the Account Director(s), Global Service Delivery Director, and assigned eDiscovery Managed Services (EMS) Client Services team(s), is responsible for the overall health of their assigned clients and must have a finger on the pulse on all aspects of the client relationship. The Program Director is responsible for day-to-day management of their assigned clients’ EMS environment and all matter-related work by the eDiscovery Managed Services team on behalf of those clients.

The Program Director will be positioned as the primary communication and escalation point for the client and, where applicable, outside counsel.  The Program Director will set and coordinate the implementation of the broad initiatives for their assigned clients with an integrated approach that includes product implementation, forensics, collections, information governance, client services, advanced technologies, document review services, operations, and technology support.   

Responsibilities:

  • Primary client advocate to internal teams and operating as an extension of the client
  • Participates in matter initiation calls, including gathering information regarding scope, timeline and key milestones and dates
  • Case lead for specifically complex matters, data, litigation/investigation, and alternative workflow construction
  • Ability to conduct data analysis, triage datasets, devise custom workflows, and design alternate analytics solutions
  • Client facing matter portfolio reporting and weekly update calls across all matters
  • Maintenance of client standards documentation (e.g. playbooks), as well as responsibility for compliance auditing both by internal Epiq teams and by the client or counsel
  • Collaborates with client to ensure Epiq has adequate information and time to execute each individual request
  • Gathers information and submits requests on behalf of the client or outside counsel to the EMS Client Services team
  • Leadership across support teams in multiple geographies
  • Initiates strategic directives for client
  • Oversight of Change Management
  • Participates in QBR (Quarterly Business Review) and CSAT (Customer Satisfaction Survey) Process
  • Primary liaison to Document Review Services and Technology Assisted Review/Advanced Technologies teams
  • Designs and drives continuous improvement
  • Direct Project Managers and Project Analysts through day-to-day project needs and assist as needed
  • Assist client services team to track and deliver on complex requests
  • Serves as leader on the team by assessing and developing junior employees through continuous training and mentoring
  • Instills confidence with the client and serves as a primary public face of Epiq’s high-quality service delivery offering

Requirements:

  • A minimum of 10 years consulting, litigation support, paralegal or attorney experience in a law firm, corporate legal department or eDiscovery service provider.
  • A minimum of 10 years experience in Relativity.  Experience with alternate hosting or processing tools a plus.  
  • A bachelor’s degree or equivalent industry experience.  A graduate degree such as a Juris Doctorate (JD) degree or Masters of Business Administration (MBA) a plus.
  • “This candidate will need to have prior experience with the  Electronic Discovery Reference Model (EDRM)”

  • Proven experience managing, coaching, and developing a high performing team.
  • Excellent writing skills, including the ability the draft articulate, clear, and concise emails
  • Ingenuity and creativity – the ability to problem-solve effectively outside your comfort zone or area of expertise
  • Ability to handle ambiguity, juggle many matters and quickly shift from one situation or task to another
  • Adept at working in a fast-paced, high-activity environment
  • Team and service-oriented attitude that no task is too big or too small, with a roll-up-your-sleeves personal ownership mentality
  • Ability to influence and drive improvement through collaboration with multiple support groups
  • Industry qualifications such as Relativity Certified Administrator or Analytics certification(s) is a plus

Leadership Competencies:

Results Driven – Works tenaciously to achieve personal goals; acts with a sense of urgency; takes the initiative on actions; identifies what needs to be done and takes action before being asked; does more than what is normally required in a situation; establishes metrics to monitor progress and measure success; maintains focus by avoiding or overcoming roadblocks.

Client Focus – Takes action with the clients, both internal and external, and sees their needs as a primary focus; builds a sustaining collaborative and productive relationship with clients; seeks to understand client situations, issues, expectations, etc.; takes appropriate action to meet client needs and address concerns; implements or utilizes methods to monitor and evaluate client feedback.

Building Effective Relationships – Identifies opportunities to build strategic relationships with individuals in other areas of the business in an effort to achieve business goals; develops the partnership through information exchange, clarification of partnership benefits and definition of partnership scope and expectations; recognizes the business concerns and perspective of others; shares information and own expertise with others to enable them to accomplish group goals.

Integrity – Behaves in an honest, fair, and ethical manner; shows consistency in words and actions; does what she/he commits to doing; respects the confidentiality of information or concerns shared by others; is honest and forthright with people; carries his/her fair share of the workload; takes responsibility for own mistakes. #LI-REMOTE #LI-RC1

Candidates based in California, Colorado, Hawaii, New York or Washington:

The Compensation range for this role is 91,922.40 – 183,844.80 USD annually and may be eligible for an annual bonus. Actual compensation within that range will be dependent upon the individual’s location, skills, experience and qualifications.

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.

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