eDiscovery Client Services Associate Director

Client Services Associate Director

At Epiq, your work contributes to complex, global legal outcomes. You'll join a values-driven community where integrity guides decisions, relentless service sets the bar, and we thrive on big challenges together. We invest in your growth with enterprise-wide learning and mobility. We celebrate who you are, and we respect life beyond work with flexibility that's recognized externally. Enabled by modern platforms and AI, you'll do the most meaningful work of your career and see your impact at scale.

The Client Services Associate Director (AD) is responsible for directly overseeing a team of Client Services professionals as well as managing and growing a portfolio of client accounts in the eDiscovery & Litigation Support domain. The AD is responsible for the development and growth of client relationships through effective project management, coordination, execution, quality and acting as the direct escalation point of contact. In addition, mentoring, developing, and providing training opportunities for the team is key to the role and succession planning of future leaders. The AD also undertakes strategic initiatives and assists the Client Services Director (CSD) and regional management team on tasks and projects as required.

Essential Responsibilities:

• Develops and maintains account playbooks and standards;
• Actively manages and provides substantive oversight to client-specific projects on a day-to-day basis; Consultative approach with clients to provide best practice eDiscovery options and workflows to suit matter specific requirements
• Coordinates staffing and project assignments for vertical matters. Monitors project staffing and makes changes as appropriate;
• Participates in project scoping/kick-off calls for any new matter/client; Identify areas of client opportunity or improvement to processes and workflows and provides options and/or solutions
• Drive overall client satisfaction through effective planning, coordination, monitoring, problem solving and regular communication regarding client deliverables
• Manage engagement WIP and assists with client invoicing
• Prioritizes requests across various operations departments;
• Manages monthly case budgets in conjunction with project management team;
• Facilitate weekly/monthly status calls and reporting;
• Prepare weekly executive summaries regarding team activity;
• Participate in quarterly business reviews;
• Assists with SOW review and project estimates for new matters/clients;
• Tracks prospective matters in project tracker and work closely with CSD on staffing levels and bandwidth;
• Provides managerial and strategic guidance to the development of Epiq's best practices for Client Services as well as cross-functionally with eDiscovery business units;
• Instills confidence with clients and serves as the public face of Epiq's high-quality service delivery offering;
• Works with clients and the CSD to establish best practices which meet client needs and address any prioritization issues that may arise across projects;
• Drive overall client satisfaction through effective oversight, expectation deliverables and a mix of internal, client and external reference points;
• Ability to think and act quickly and effectively in a variety of situations; assertive and decisive
• Assist with regional and global sales and marketing efforts as required
• Manage engagement WIP and assists with client invoicing

People:

• Manages a collaborative group of Project Managers and Senior Project Managers, in the delivery of services in accordance with Epiq's best practices and client account and project expectations;
• Provides leadership to professionally develop and motivate staff members and allows them to assume additional responsibilities and growth opportunities within the organization;
• Participates in annual performance reviews and objectives for team members in conjunction with CS
• Establish and enforce standard protocols and responsibilities;
• Track team utilization and motivate / hold team members accountable when needed;
• Conduct regular check-ins with employees in structured and productive manner;
• Set performance goals for each member of the team in line with business needs and personal/professional direction;
• Motivate and enforce ownership in all aspects of service delivery and project management;
• Lead by example on the training and on-boarding of new team members to ensure they are appropriately oriented to Epiq protocols, standards, and technology;
• Utilize Epiq HR, Talent Acquisition, Professional Development resources in an optimal fashion;
• Always collaborate with peers across departmental functional lines
• Provide support to CSD as required

Key Competencies

• Excellent client relationship skills, including the ability to proactively manage client expectations, recognize client needs and apply critical thinking and problem solving to facilitate client requirements
• Acts with a sense of urgency; takes the initiative on tasks and activities; identifies what needs to be done and takes action before being asked; goes beyond what is normally required in a situation; maintains focus by avoiding or overcoming roadblocks
• The ability to make well informed, effective, and timely decisions, sometimes requiring negotiation and conflict management skills and perceives the impact and implications of these decisions
• Communicates in a clear, concise, and organized manner highlighting the critical points; adjusts messaging appropriately to suit the audience; ensures understanding through active listening and seeking input from the client; addresses and interprets questions and points from others with appropriate responses
• Develops matter/project plans; translates requirements and objectives into tasks; allocates resources and delegates activities accordingly; effectively manages time to achieve deadlines and budget; monitors WIP and manages time and cost issues proactively with the client; handles multiple demands and competing priorities successfully.

Required Qualifications:

• We are seeking a superior candidate for this role with demonstrable experience within Relativity at an Administrator level and above with knowledge around troubleshooting and ensuring a high level of QC & QA amidst the service provided.
• Beneficial is also experience in tools like Nuix, Everlaw, Reveal and similar.
• A Bachelor's degree, a Juris Doctorate (JD) degree, Masters of Business Administration (MBA) or similar advanced degrees a plus (but not essential);
• A minimum of five (5) years industry experience, strong track record, consistent performance, and passion for service in strategic leadership roles.

• Experience working with APAC clients (Singapore, Australia, Japan, Hong Kong etc.) and experience with custom production specifications and bundles
• Excellent understanding of eDiscovery frameworks (EDRM), protocols, workflows, and best practices
• Strong experience in legal culture and communications is a strong plus.

Additional Requirements:

• Extended working hours and weekend support will be required on occasions to accommodate client requests
• May require travel to domestic and/or international locations at short notice

Must be authorized to work within Hong Kong, Singapore or Australia.