Associate Director of eDiscovery Client Services
OMNI-INVICTUS LLC dba ArraySummary
As the Associate Director of Client Services at Array, you will lead a team of Client Services Managers (CSMs) and serve as a key member of the leadership group for the Client Services organization. This role is responsible for overseeing the day-to-day operations, employee development, and strategic alignment of the Client Services function, ensuring the successful delivery of exceptional service to our clients.
You will work closely with senior leadership to support the organization's strategic goals, enhance operational excellence, and cultivate a high-performance, client-centric culture within the team. This role requires strong leadership, business acumen, and expertise in managing people, processes, and client expectations in the eDiscovery space.
Responsibilities
- Team Leadership: Directly manage and mentor Client Services Managers, ensuring alignment with organizational goals and operational standards.
- Operational Oversight: Oversee operational excellence across client services, ensuring consistent, high-quality delivery of service, adherence to best practices, and achievement of key performance indicators (KPIs).
- Performance Management: Establish and monitor KPIs for Client Services Managers and their teams; provide coaching and performance feedback to drive accountability, engagement, and continuous improvement.
- Client Satisfaction: Serve as an escalation point for high-profile, complex, or sensitive client matters; ensure swift and effective resolution to protect and enhance client relationships.
- Strategic Collaboration: Partner with leadership to execute department initiatives and support company objectives, aligning resources and priorities accordingly.
- Process Improvement: Identify and implement opportunities to improve workflows, service delivery, and operational efficiency across the client services function.
- Business Development Support: Collaborate with Sales, Operations, and other departments to support new business opportunities and drive growth through excellent client service delivery.
- Staff Development: Lead efforts to develop talent pipelines through mentoring, succession planning, and skills development within the Client Services team.
Qualifications
- Proven leadership experience managing client services or project management teams within the eDiscovery or legal technology industry.
- Demonstrated success in people management, coaching, and performance development.
- Deep understanding of eDiscovery workflows, technology (especially Relativity Server and RelativityOne), and industry best practices.
- Strong business acumen, including the ability to manage departmental KPIs, budgets, and operational objectives.
- Excellent interpersonal, communication, and collaboration skills across all levels of an organization.
- Strong problem-solving skills and the ability to resolve complex client and operational issues.
- High proficiency with eDiscovery platforms (especially Relativity).
- Flexibility to work extended hours or modified schedules as client and business demands require.
The Compensation range for this role is $1500,000 - $170,0000 annually and would be eligible for a quarterly bonus program. Actual compensation within this pay range will be dependent upon the individual's location, skills, experience and qualifications.
What We Offer
- Competitive salary and benefits package.
- Flexibility and Unlimited Time Off.
- Opportunity to work with a dynamic and growing team.
- Professional development and growth opportunities.
- A collaborative and inclusive work environment.