Client Services Manager

Responsibilities

• Oversee service delivery of all direct reports to ensure the best quality of project management and consultation is provided to our clients.
• Initiate proactive coaching opportunities to PM team members to strengthen skills and knowledge around client communication and interaction, client service delivery, internal workflows and technology, and team collaboration.
• Provide constructive feedback and recommendations to team members as needed.
• Support team members by ensuring they are well-supported, serving as an escalation point internally and externally, and aiding PMs in building the proper support structure around larger matters and in situations where case coverage will be needed for either PTO or other circumstances.
• Conduct performance reviews and make appropriate recommendations for employee growth and development.
• Assign projects to team members, monitor and manage PM utilization and work allocation, coordinate case coverage when Project Managers are out of the office, ensure proper case transition between Project Managers.
• Work with PM and OPS management to develop and strengthen internal processes and workflows to ensure efficiency, and work product is delivered at the highest possible level.
• Collaborate with team members and management across KLDiscovery on organization-wide initiatives and efforts, with an emphasis on optimal customer service to our clients.

Qualifications

• 5 plus years of experience in litigation support, legal practice or related legal or ediscovery industry.
• Previous leadership experience is preferred.
• Demonstrate key leadership traits.
• Demonstrate integrity, accountability, respect and commitment to KLDiscovery.
• Demonstrate excellence in managing all functions of the job.
• Apply the knowledge and skills required to perform at the highest level.
• Demonstrate best practices in professional relationships.
• Take personal responsibility for performance; sets annual performance goals for self; and work with leadership to understand goals and opportunities for growth.
• Demonstrate honesty and professionalism in performing job; engage with others with respect, trust and dignity; exhibit a positive attitude and contribute to high morale.
• Manage workload by setting priorities in collaboration with leadership; demonstrate exceptional ability to multi-task; organize work and manage time to achieve maximum efficiency; utilize staff to achieve tactical goals of the organization and delivery of superior client service in support of their projects.
• Support the team and our clients by understanding the issues and needs while utilizing our support partners and other organizational resources to deliver support internally and deliver superior service externally; demonstrate efficiency and effectiveness in performing work; communicate clearly and effectively, both verbally and in writing.
• Actively identify and contribute ideas that drive the strategic and tactical goals of the organization; constantly evaluate processes and procedures to ensure exceptional client support; proactively seeks feedback and suggestions from staff and clients to understand, meet and exceed expectations.
• Set and meet annual performance and development goals; apply processes and methodologies to perform work; demonstrate flexibility by supporting special requests and projects; comply with policies and procedures; utilize systems and resources to achieve optimal results.