Director, Client Services

A fantastic opportunity has arisen for an enthusiastic Client Services Director to join a leading global provider of integrated technology and services specialising in the legal industry.

 

As a Client Services Director you will be called upon whenever you are given to the opportunity to make things right. When clients or stakeholders engage with CSDs, they are talking to people that innately believe that providing extraordinary service is simply considered doing their job.

 

In the eDiscovery arena, clients require expertise and passion from their service provider. Therefore the successful Client Services Directors are accountable to lead and champion service professionals through the spectrum of attributes expected by clients. The ability to evaluate and mentor the composite of skills, judgment, intellect, technology expertise, and consultation is a baseline requirement. Successful execution on these key attributes frames are why clients repeatedly select our Client for eDiscovery services; hence their extreme focus on having the “right people.”

 

Main Responsibilities

  • Leading team through workload distribution, priorities, and quality assurance. They will instinctively raise the bar for their individual contributors and team at large. They will serve as a point of escalation for all clients within their service delivery sphere. Champion for clients and service professionals alike. Excel and engage at matter management, relationship management, consultative opportunities, SME engagement, documentation, protocols, compliance and auditing.
  • Representing the face of the company in every meeting, phone call, written communication and strategy session. Clients deserve weekly status reports, monthly relationship outreach, QBRs and client annual reviews; the CSD will ensure all touch points are fully executed both in preparation and delivery on a continual basis. “Clients First” drives every priority.
  • Engaging in all of the company’s performance management requirements, dedicating time to coach, counsel, elevate and support the team members in their professional care. Professionals will be aware at all times where they stand with clients and with the business.
  • CSDs will be the Client Services resources sought out by Sales, Ops, Finance, DRS and TAR groups for their ability to influence decisions and get things done, to build confidence and to right the ship when the ship needs re-direction.

Client:

  • Knowing your clients; extending beyond what is comfortable to know, understanding, supporting and protecting them.
  • Knowing the difference between escalation, apologies, and outreach.
  • Making staffing changes before clients ask you to do so.
  • Ensuring that client monthly meetings include a section for “what is important to you?” “where are we falling short?”
  • Soliciting input from clients on skill levels, contact points, general dynamics. Really know what success looks like for each and every client – making it a daily vitamin for your team.
  • Following a client’s protocol; if it doesn’t exist, propose one.
  • Engaging outside law firms as extension of the client.
  • Playbooks are not optional
  • Initiating strong partnership and high level of teaming with internal sales group
  • Working with clients to establish best practices which meet client needs and address any prioritization issues that may arise across projects
  • Driving overall client satisfaction through effective oversight, expectation deliverables and a mix of internal, client and external reference points
  • Providing managerial and strategic guidance to the institutionalization of the business’s best practices for Client Services as well as cross-functionally with eDiscovery business units.
  • Ability to think and act quickly and effectively in a variety of situations; assertive and decisive

People:

  • Leading a cohesive and collaborative team of geographically dispersed team members consisting of 8-12 client services, “A player” professionals;
  • Championing serious team spirit and standard in the manner of a coach;
  • Establishing and enforcing standard protocols and responsibilities;
  • Expecting laser focus on utilization; motivate when needed;
  • Conducting regular check-ins with employees in structured and productive manner
  • Setting performance goals for each member of the team in line with business needs and personal/professional direction;
  • Creating succession plans for future leaders in anticipation of Directors’ advancement
  • Motivating and enforcing ownership in all aspects of service delivery and project management
  • Being pro-active in every way; never putting your VP in a position of surprise
  • Leading by example on the training and on-boarding of new team members to ensure they are appropriately oriented to the business protocols, standards, and technology
  • Utilising the company HR, Talent Acquisition, Professional Development resources in an optimal fashion;
  • Always collaborating with peers across departmental functional lines.

 

Required Skills

Our client is seeking a superior candidate for this unique role. As a result, they require the following background in candidates selected for this opportunity:

  • A Bachelor’s (BA) degree. A Juris Doctorate (JD) degree, Masters of Business Administration (MBA) or similar advanced degrees a plus;
  • A minimum of ten (10) years industry experience and five (5) years, strong track record, consistent performance and passion for service in strategic leadership roles.
  • Most importantly, CSDs will need to represent the mission, vision and values of the company and will exhibit exemplary professional behaviour with distinction across all spheres of the business.
  • A blend of technical, analytical, problem solving skills as well as compassion, heart, and fun to be with in the workplace.

 

eDiscovery Consultant

eDiscovery Consultant 

A top tier business advisory firm is seeking an eDiscovery Consultant to join their highly collaborative London team. They are seeking an individual who possesses strong familiarity across the entire EDRM including data collection, data processing, early case assessment and technology assisted review (TAR). 

 Responsibilities: 

  • Establish and implement protocols for the eDiscovery life cycle, including best practices for preservation and collection of electronic evidence
  • Find, compile, organise, categorise, and verify case-critical data quickly across preservation, collection, processing, review and production 
  • Utilise a range of industry standard software tools to perform tasks catered to client requirements 
  • Ensure all client requirements are met by maintaining continual dialogue with selected client via both oral and written channels
  • Create and manage large data sets
  • Use a problem-solving approach to overcome unexpected technical and operational challenges
  • Ensure clients’ electronic files are easily accessible for potential litigation
  • Provide training to other professional staff members when required

  Minimum Qualifications: 

  • Bachelor’s degree with preference in Computer / Digital Forensics & Computer Science
  • Prior experience operating across the entire EDRM particularly data collection, data processing, early case assessment and technology assisted review (TAR)
  • Strong project management skills including the ability to balance simultaneous tasks whilst ensuring all deadlines are met
  • Strong verbal and written communication skills
  • Strong experience using industry software such as Relativity & Brainspace. Certifications in either software application is a plus
  • Ability to engage technically while also bringing commercial acumen and client facing confidence
  • Ability to work well with others in a team environment, as well as independently when required

eDiscovery Project Manager

Job Overview:

A prestigious, international law firm is seeking an eDiscovery Project Manager to join their London team. The individual will be required to support eDiscovery services to clients, whilst additionally providing consulting and technical services to in house teams. Candidates must possess Relativity experience, however technical proficiency is other eDiscovery software is beneficial.

Responsibilities:

  • Manage various eDiscovery projects across the EDRM, more specifically collection to production.
  • Develop and understand of eDiscovery best practice and liaise with internal and external clients.
  • Liaise with eDiscovery suppliers to ensure processing requirements are met.
  • Liaise with personnel that are technical and non-technical.
  • Provide guidance and assistance to other team members when needed.
  • Provide training for lawyers and clients on Relativity.

Requirements:

  • Bachelor’s degree is essential, preferably in Law, however a degree in Computer Science or Computer Forensics is adequate.
  • Experience using Relativity is essential, however prior experience using alternative eDiscovery or litigation support tools is beneficial.
  • A strong prior experience utilising eDiscovery or Litigation Support technologies.
  • Prior experience operating within a law firm or vendor.
  • A solid understanding of data processing and document review is beneficial.
  • Excellent oral and written communication.
  • Ability to work within a fast-paced environment

eDiscovery Data Operations Specialist

Salary: £55,000

Our client, a recognized leader in legal technology are recruiting an eDiscovery Data Operations Specialist to work in their London Office.  

The Role of the eDiscovery Data Operations Specialist

We are seeking a customer-focused individual with strong ediscovery data processing skills to join the growing Services team. In this role, you will consult with customers to prepare data for legal review, provide assistance to end-users throughout the legal discovery process, troubleshoot technical issues, and guide customers to use the company’s platform optimally. You will also provide critical technical input to the Engineering team to diagnose and address platform issues and prioritize enhancements to the product.

Key responsibilities for this role: 

  • Coordinate the processing, loading and exporting of data to and from our platform
  • Troubleshoot any issues encountered
  • Work with eDiscovery vendors for data collection and data processing; particularly the ability to review work performed, identify problems and work toward resolutions
  • Facilitate the administration and tracking of client data and perform periodic audits
  • Accurately log and classify issues to provide complete information for Engineering interventions, product improvements, reporting, and other needs
  • Analyse and remediate systems or network problems
  • Handle multiple projects and priorities and at times under time-sensitive circumstances
  • Proactively contribute to improvements in documentation and our product
  • Adhere to company policies and procedures for creating, updating and resolving tickets. Proactively monitor open tickets in Salesforce, contact customers and provide updates on a timely basis
  • Advise customers on how to best leverage the tool. Analyzing the client’s needs and determine the appropriate course of action.
  • Displays professionalism, quality service and a “can do” attitude to internal members/departments as well as external clients and vendors 

Skills required of the E-discovery Data Operations Specialist 

  • 4+ years of eDiscovery or digital forensics data processing experience with a strong understanding of the eDiscovery lifecycle and related data processing standards and concepts (data processing, data de-duplication, de-nisting, imaging, metadata extraction, load files, and data migration across eDiscovery platforms)
  • Technical troubleshooting skills to understand and address data file issues, identify and navigate network problems, and diagnose issues
  • Advanced skills in relational databases such as SQL or MS Access
  • Advanced skills with Excel (vlookups, macros, etc.). Experience using formulas in Excel to manipulate data
  • Knowledge of various data storage methodologies, data collections, data processing and methods of effective electronic production
  • Ability to accurately determine the client’s requirements and take ownership of client requests
  • Strong communication skills (written and verbal)
  • Attention to detail, strong organization, and client-service orientation skills
  • Bachelor’s Degree: in Technology, Business, Legal or related fields; or significant relevant experience

Preferred additional skills include

  • Knowledge of EDRM, including the ability to communicate effectively to both technical to non-technical audiences on the life-cycle of litigation information
  • Strong interest in technology with excellent problem-solving skills, with an initiative to research and craft creative technical solutions

Head of eDiscovery – €120,000 – €150,000

Job Overview:

A prestigious law firm is seeking a Head of eDiscovery to join their team in Brussels. The roles responsibilities will include leading team members to ensure high quality of work across all stages of the EDRM. Additionally you will be responsible for communicating complex technical scenarios effectively to lawyers, partners and other non-technical personnel.

Responsibilities:

  • Oversee the entire data collection process, this includes interviewing custodians and ensuring the IT team understands where ESI is stored.
  • Provide assistance to the data collection process when needed.
  • Develop & maintain relationships with vendors, whilst keeping abreast of new technological developments within the industry.
  • Ensure that in-house platforms are maintained and updated.
  • Liaise with clients and internal lawyers surrounding different industry platforms within the market.
  • Creating reports that detail communication patterns & data flows.
  • Be able to instruct teams on the best use of implemented technologies.
  • Stay updated with efficiencies using analytic measures.
  • Ability to present ideas to stakeholder and clients with varying seniority.

Requirements:

  • Extensive knowledge of Antitrust/Competition related eDiscovery systems and services.
  • Management experience as well as prior experience of client pitching/proposals.
  • Prior experience operating within eDiscovery, this can be within a law firm or vendor environment.
  • Comfortable working autonomously independently or integrated into a team.
  • Possesses a high level of attention to detail.
  • Be able to advise legal teams and clients on how to best make use of relevant and emerging technologies.
  • Excellent communication skills, both written and oral.

eDisclosure Project Manager

eDisclosure Project Manager – £70,000 – £80,000

Job Overview:

A prestigious law firm is seeking an eDisclosure Project Manager to join their London team. Responsibilities include ensuring that there is a high quality approach to eDisclosure matters and investigations. You will be responsible for training fee earners on industry software such as Relativity, Brainspace, Ringtail & more if necessary.

Responsibilities:

  • Working alongside fee earners to identify and understand client needs and requirements.
  • Liaise with vendors, clients and when necessary paralegals.
  • Assist in compiling DSARs data.
  • Provide effective training of industry software to fee earners.
  • Conduct review with vendors to help improve processes and best practice.
  • Resolve any highlighted issues with vendors.
  • Provide support and assistance with fee earners regarding eDisclosure and investigation cost budgeting.

Requirements:

  • Educated to degree level in computing or related subject.
  • Prior experience operating at a law firm or vendor.
  • Prior experience managing a team within a law firm or vendor.
  • Strong working knowledge of software such as Relativity (RCA highly beneficial), Nuix, Ringtail, Brainspace, and SQL.
  • Certified with the PRINCE II qualification.
  • Ability to work with pressured deadlines and ensure they are met.
  • Excellent oral and written communication skills.

Senior Technologist – Forensics / eDiscovery

Job Overview:

A global firm is seeking a Senior Technologist to become incorporated into their London team. Responsibilities include managing client matters through to completion, and provide assistance to business development growth.

Responsibilities:

  • Lead management of forensic data collection and eDiscovery projects.
  • Utilise industry software to extract, analyse and cull data.
  • Ensure that all client needs are met by providing innovative solutions.
  • Responsible for liaising with other consultants and team members to ensure optimal client service.
  • Ensure client deadlines are maintained and met including working outside of core hours if necessary.
  • Provide assistance to identifying business development opportunities.
  • Liaise with project managers and clients to manage expectations.

Requirements:

  • Educated to degree level in a subject such as Computer Forensics, Computer Science, Information Systems / Technology, Information Security.
  • Prior experience operating within Digital Forensics / eDiscovery.
  • Prior experience performing on site data collections.
  • Experience operating across the whole EDRM particularly processing, collection, preservation, and analysis.
  • Experienced operating within a client facing environment.
  • Ability to work independently and as part of a team.
  • Flexible with working hours and able to work outside of core hours when required.

eDiscovery Senior Consultant

eDiscovery Senior Consultant

Job Overview:

A top tier global advisory firm renowned for their expertise within the Corporate, Forensic & Litigation markets is looking for a Senior Consultant to become incorporated into their London team. Responsibilities include providing clients with the combination of Relativity and technology consulting and services. Candidates ideally have experience across all phases of the EDRM and will have responsibility for client delivery of small to medium projects.

Responsibilities:

  • Liaise with clients to ensure requests and expectations are met.
  • Oversee and when necessary perform on-site data collections, both in the U.K and abroad if necessary.
  • Oversee and when necessary perform data processing and analysis.
  • Liaise with internal personnel to manage the delivery of client demands.
  • Ensure that all client deadlines are met, which may include working outside of business hours if necessary.
  • Comfortable travelling to enable effective case management.

Requirements:

  • Possess a degree in technology related field, i.e. Computer Science, Computer Forensics.
  • Prior experience operating within an eDiscovery or technology focused role.
  • In-depth working knowledge of industry software such as Relativity, Nuix, Concordance, DocuMatrix or Ringtail.
  • Previous experience managing teams, preferably within an eDiscovery environment.
  • Strong interpersonal skills with the ability to perform in client facing role.
  • Strong time management skills with the ability to prioritise tasks effectively.
  • Ability to work in a fast-paced environment whilst managing multiple tasks.
  • Ability to work independently or incorporated into a team.

eDiscovery Project Manager – Frankfurt

eDiscovery Project Manager

Job Overview:

A top tier global consultancy renowned for their expertise within the legal technology market is looking for an eDiscovery consultant to become incorporated into their Frankfurt office. Candidates must have experience across all phases of the EDRM and will have responsibility for client delivery of projects. Responsibilities include providing clients with the combination of Relativity and technology consulting and services. This is a multi-faceted position as the selected candidate will additionally work very closely with the sales team. Candidates must speak English and German fluently.

Responsibilities:

  • Liaise with clients to ensure requests and expectations are met.
  • Perform on-site data collections, data processing, and analysis daily.
  • Liaise with internal personnel to manage the delivery of client demands.
  • Ensure that all client deadlines are met, which may include working outside of business hours if necessary.
  • Comfortable travelling to enable effective case management.

Requirements:

  • Possess a degree in technology related field, i.e. Computer Science, Computer Forensics.
  • Prior experience operating within an eDiscovery or technology focused role.
  • In-depth working knowledge of Relativity
  • Previous experience managing teams, preferably within an eDiscovery environment.
  • Prior experience using alternative industry software such as Concordance, Nuix, DocuMatrix or Ringtail is beneficial.
  • Strong interpersonal skills with the ability to perform in client facing role.
  • Strong time management skills with the ability to prioritise tasks effectively.
  • Ability to work in a fast-paced environment whilst managing multiple tasks.
  • Ability to work independently or incorporated into a team.