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Job Description:

The Client Account Manager oversees the direct activities and workflow coordination, special projects, and workload distribution of the document processing team. This position will serve as the liaison for all stakeholders using the services of the department. This person must be able to exercise discretion and work independently regarding significant matters relating to the client. This position is located at an Epiq facility or a client office.   

Essential Job Responsibilities

• Oversee and direct the day-to-day business operations of multiple service lines on the account 

• Manage all performance management related duties with assistance from HR and team supervisor(s), as needed, to ensure employees are meeting performance standards and adhering to company policies 

• Ensure all team members achieve the goals and objectives of the account identifying issues and problems and recommending solutions to management 

• Maintain daily contact with customers in person, via telephone and through email to discuss needs, requirements, and deadlines, answer and resolve problems and negotiate time requirements as appropriate. 

• Implement and maintain quality control mechanisms 

• Report utilization and productivity metrics to the client and provide expert knowledge, technical support, and training to the team to ensure operational efficiency 

• Work closely with the training team to evaluate skill sets, staff training, and development programs and customer service standards 

• Manage recruiting, interviewing, and selection of candidates for open positions 

• Test and troubleshoot new applications and upgrade releases, as necessary 

• Develop and generate statistical reports 

• Review customer satisfaction survey results and reworks; provide timely feedback and monitor issues through to remediation; ensure team completes requisite trainings 

• Resolve grievances and issues raised by lawyers, paralegals and other job requestors 

• Conduct team meetings as appropriate 

• Document and promote best practices, tip sheets, and QRGs 

• Practice and foster an atmosphere of teamwork and cooperation 

Qualifications & Characteristics

• Bachelor’s degree or equivalent experience 

• 3-5 years’ experience in a supervisor role or process management, preferably in a law firm environment 

• Advanced knowledge of legal policies and procedures 

• Excellent written and verbal communication skills 

• Strong interpersonal skills 

• Ability to organize, prioritize, and coordinate multiple assignments 

• Maintain confidential information 

• Make objective, independent judgments 

• Ability to excel under pressure and provide quality work