Client Services Associate Manager
4 days ago
About the job:
The Client Services Associate Manager will manage a team of Project Managers and Associate Project Managers working on the coordination and execution of eDiscovery Projects. This role is part of the Client Services Team serving North America clients from other geographies. Successful candidates will have relevant experience in team management and service delivery in eDiscovery, as well as a proven history of managing high-performing eDiscovery teams that drive client service delivery execution in a fast-paced environment.
Key Responsibilities
Standardize best practices around data management, processing, and analysis related to the eDiscovery process
Lead a team and oversee day-to-day client requests and team activity.
Identify and implement procedural changes for improved workflow, quality, and process improvements to maximize system resources and efficiencies.
Provide technical leadership to the group and drive innovative solutions for custom client asks.
Frequently interact with clients, client services directors and other senior individual contributors across the organization, and mentor members to be subject matter experts.
Assess team’s bandwidth and allocate projects/resources as needed to drive team utilization and targets.
Oversee, train, and coordinate the team’s day-to-day tasks as a senior point of contact to accomplish tasks within client deadlines.
Ensure company goals and objectives are being met by each employee, provide constructive feedback, and assist with performance evaluation and check-ins.
Discover training needs for team members and provide regular coaching and mentoring.
Recognize and celebrate accomplishments and exceptional performance.
Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.
Plan project coverage with available PM groups and coordinate project coverage during leaves/holidays.
Assist with process-related questions and departmental collaboration.
Approve SAP time entries and ensure team utilization targets are within compliance.
Ensure invoices are aligned to respective PM groups and make invoice reviews accurate.
Required Qualifications:
Must have 7 years of experience in eDiscovery and experience with managing teams.
Good knowledge of the Information Governance Reference Model (IGRM) and eDiscovery Reference Model (EDRM).
Excellent communication skills, with the ability to present analysis and complex concepts to multiple audiences.
Excellent leadership and managerial skills.
Ability to work in US hours - 6 PM – 3 AM IST (or) 8 PM – 5 AM IST.
Skilled at building positive relationships with clients, especially at the executive level.
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