Managing Director – Client Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Ensure all clients are actively and effectively managed by establishing clear ownership and accountability, with Associate Directors leading client engagement and the overall experience.

• Supervise Associate Directors to guarantee consistency in communication, issue resolution, delivery alignment, and client satisfaction.

• Collaborate with Associate Directors and Sales to enhance client relationships, boost visibility, and promote long-term account growth.

• Work alongside Advisory Services to formulate client-specific strategies related to workflows, technology, and engagement models to ensure delivery success and uncover expansion opportunities.

• Create and uphold a structured client governance model, which includes Quarterly Business Reviews, standardized reporting, and client playbooks that foster accountability and proactive management.

• Stay engaged in key client initiatives centered on innovation and continuous improvement, including the integration of automation, analytics, and AI-enabled workflows.

• Lead Project Management, Operations, and Cyber teams to guarantee consistent execution of all processing, production, breach response, and eDiscovery workflows.

• Ensure comprehensive and consistent documentation of processes to support execution throughout the entire project lifecycle.

• Develop and mentor Associate Directors to enhance delegation, accountability, and leadership capabilities across delivery teams.

• Establish and enforce operational standards for all engagements, including quality control, timeliness, and adherence to defined workflows.

• Oversee the execution of complex, high-volume, and high-risk matters, including workflow design, resourcing, RACI alignment, and escalation management.

• Propel continuous improvement across operations, ensuring scalability, defensibility, and the capacity to support emerging data sources.

• Monitor performance against established KPIs, including utilization, quality, and timeliness, and implement corrective actions to enhance consistency and outcomes.

• Collaborate with Sales and Advisory Services to aid in solution design and RFP responses.

• Provide insights on pricing, scoping, team structure, and solution architecture to ensure alignment with client needs and delivery capabilities.

• Take ownership of overall financial performance, including revenue, margin, forecasting, and portfolio health.

• Monitor and address risks using defined KPIs, including effective rate and profitability.

• Scale and optimize teams across Project Management, Operations, and Cyber through effective utilization and resource planning.

⛳️ Requirements

• Bachelor’s degree in related fields such as information technology, business, operations management, project management, or similar disciplines.

• Over 10 years of experience in eDiscovery or legal technology, with extensive knowledge of the Electronic Discovery Reference Model and litigation lifecycle.

• Proven ability to convert client needs into scalable, high-quality operational solutions and lead complex, large-scale client engagements.

• More than 5 years of leadership experience managing client services or operations teams and guiding cross-functional delivery organizations.

• Strong experience with Relativity, with certification as a Relativity Certified Administrator preferred.

• Demonstrated ability to advise clients, manage expectations, and uphold high levels of client satisfaction.

• Excellent communication skills, capable of effectively engaging with both technical and non-technical stakeholders, including attorneys, client teams, and internal resources.

• Proven ability to handle multiple concurrent projects within budget and timeline constraints, utilizing structured methodologies such as RACI and Gantt frameworks.

• Strong organizational and prioritization skills, able to operate effectively and swiftly in time-sensitive and high-pressure environments.

• Demonstrated ability to lead teams through delegation, collaboration, and accountability.

• Experience in troubleshooting applications and coordinating effectively with support teams.

• Proactive problem-solving mindset with the ability to foresee client needs and drive solutions forward to prevent potential challenges.

🏝️ Benefits

• Health, Dental, and Vision

• Life Insurance

• 401k

• Flexible Spending Account (Health, Dependent Care, and Commuter)

• Paid Time Off and Observance of State/Federal Holidays