Client Services Project Manager (eDiscovery) @ Epiq Systems

The Project Manager of Client Services serves as a leader in successfully managing assigned client

relationships through effective project management coordination and execution. Successful candidates must have the team leadership and professional background in the electronic discovery industry to successfully manage multiple projects and client relationships in a fast-paced environment

A Project Manager should take point / be involved in the following areas and specific tasks:

Client Engagement:

• Consistently deliver proactive communication with clients. When client issues arise, address, or expeditiously escalate to the Client Services Manager or Sr. Project Manager
• Develop relationships with clients that allows for ease in communications and problem solving
• Initiate and/or lead kickoff calls or high-level design calls with client in addition to preparing monthly forecasting and client cost estimates where appropriate
• Troubleshoot issues and recommend solutions, effectively implement, and document for internal and external stakeholders
• Prioritize work in the operational queue, escalating to leads as needed, etc.
• Take point on research efforts for client issues and provide continued communication to client and internal stakeholders
• Strive to achieve project and revenue utilization targets as set per region
• Drive overall client satisfaction through effective coordination and communication of client deliverables
• Ensure client and project requirements are being met with the highest quality and accuracy through verifying and communicating routinely with both the client and internal partners
• Ensure that an accurate and up to date record is maintained regarding the status of all projects being worked on
• Demonstrate leadership to both the client and internal partners, delivering project objectives professionally and with high quality
• Provide training and mentoring to new hires and current employees
• Instill confidence with the client and serves as a primary public face of Epiqs high-quality service delivery offering

• Handle review platform (DMX or Relativity) specific items including but not limited to:

• User requests, database management (archiving/deletion), creation of layouts/views/fields/choices/highlighting/transform sets, creation, and execution of STRs, creation and workflow consultation on redaction sets, creation and management of batch sets, reporting, and creation and execution of production conflict searches
• Provide matter specific support on items such as privilege log generation, media tracking, search term formatting and consultation, consultation on processing, production and review workflow, and creation of standard operating procedures (SOPs)

• Create playbooks for all clients to standardize service delivery and drive repeat business

Internal Partnership & Initiatives:

• Participate in process improvement initiatives across organization; work with teammates to standardize and improve the customer experience
• Delegate to team members through continuous training of project related tasks, such as processing and review workflow, productions, etc.
• Participate in personal professional development across the department
• Embody company values to team members and cross-departmentally

Preferred qualifications/ requirements

• Minimum of 6-8 years of project management or case management experience within the legal/eDiscovery industry.
• Experience with providing consultative approach to clients
• Experience with litigation support/eDiscovery platforms both for processing and review
• Bachelor's degree or equivalent practical experience.
• Hands-on experience with working on Relativity
• Demonstrated success in working on multiple simultaneous projects with eDiscovery clients and managing projects with close deadlines
• Oral and written communication skills that demonstrate a white glove approach to legal service.
• Client relationship skills which include the ability to proactively manage client expectations, recognize client needs, and adapt to consistently meet client requirements.
• Capacity to learn quickly and adapt to changing industry trends.
• Flexibility to work both night shift timings and on weekends is required.