Epiq Class Action & Claims Solutions
Director of Client Services (Legal)
It's fun to work at a company where people truly believe in what they are doing!
As the guardians of Epiq's service standards and service resources, the CSDs are the ones called upon whenever we are given to the opportunity to make things right. When clients or stakeholders engage with our CSDs, they are talking to people that innately believe that providing extraordinary service is simply considered doing their job.
The CSD will lead their 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. The CSD will be a champion for clients and service professionals alike. They will excel and engage at matter management, relationship management, consultative opportunities, SME engagement, documentation, protocols, compliance and auditing.
The CSD represents the face of Epiq 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.
The CSD will engage in all of Epiq'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 Epiq.
Most importantly, CSDs will represent the mission, vision and values of Epiq and will exhibit exemplary professional behavior with distinction across all spheres of the Epiq business.
CSDs will be the Client Services resources sought out by Sales, Ops, and Finance 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.
A CSD is a blend of technical, analytical, problem solving skills as well as compassion, heart, and fun to be with in the workplace.
Essential Job Responsibilities
Know your clients; extend beyond what is comfortable to know, understand, support and protect them.
Know the difference between escalation, apologies, and outreach.
Make staffing changes before clients ask you to do so.
Ensure that client monthly meetings include a section for “what is important to you?” “where are we falling short?”
Solicit input from clients on skill levels, contact points, general dynamics. Really know what success looks like for each and every client – make it a daily vitamin for your team.
Follow a client's protocol; if it doesn't exist, propose one.
Engage outside law firms as extension of the client.
Initiate strong partnership and high level of teaming with internal sales group
Work with clients 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
Provide managerial and strategic guidance to the institutionalization of Epiq'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
Lead a cohesive and collaborative team of geographically dispersed team members consisting of 8-12 client services, “A player” professionals;
Champion serious team spirit and standard in the manner of a coach;
Establish and enforce standard protocols and responsibilities;
Expect laser focus on utilization; motivate 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;
Create succession plans for future leaders in anticipation of Directors' advancement
Motivate and enforce ownership in all aspects of service delivery and project management
Be proactive in every way; never putting your VP in a position of surprise
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.
Qualifications & Characteristics
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.#LI-KW1
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
It is Epiq's policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual's race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq's policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.