eDiscovery Client Experience Lead

Overview

The Principal, Client Experience (Client Experience Lead) is responsible for delivering an excellent client experience for a designated portfolio of clients.  The Client Experience Lead will work with PM Directors to adequately staff projects and lead project managers by providing mentorship and oversight for specific project needs.

The Client Experience Lead is responsible for collaborating with Consilio’s sales and account management team (GRO/SCS) members and the Vertical’s leadership team to develop plans for supporting accounts or engagements and promoting growth in the accounts through relationships and quality of service. The Client Experience Lead will monitor activity levels of team members, monitor responsiveness and quality of the team’s deliveries, consistently perform audit of work projects and deliveries to ensure high quality and compliance with Consilio standards, act as a primary point of escalation on engagements and provide strategic and high-value support to accounts or engagements as needed. 

Responsibilities

Core Competencies (based on Consilio’s Values):

• Must be capable of being a strong client advocate;
• Must be capable of leading a cross-functional team;
• Must be a strong communicator capable of building client relationships;
• Must be a strong internal collaborator;
• Be flexible and embrace change;
• Value and respect the contributions of others, building trust and relationships with stakeholders;
• Take initiative, act with urgency, be accountable, and demonstrate unwavering commitment to do the right thing for both the client and Consilio;
• Recognize, develop and celebrate individual and team successes.

Essential Responsibilities:   

Leadership

• In partnership and collaboration with directors, provide leadership and oversight of project teams, including managing team utilization, onboarding, training needs and serving as a primary point of escalation for assigned teams.
• Assuring the success of a project by creating and maintaining the project schedule, which defines activities, sequence, dependencies, work effort, duration, and associated resource requirements as well as coaching team members and holding team members accountable.
• Responsible for partnering with the PM Director in assigning incoming projects to Project Managers based on skill, availability, and need.
• Generate and distribute reporting metrics and other identified KPI's as needed for a portfolio team. Serve as a key relationship partner and point of escalation for your clients.
• Spearhead the collaboration with GRO/SCS and PM Director to develop/maintain standard SOPs for clients.
• Provide keep information in tandem with GRO/SCS to participate in account-level calls, meetings, QBRs.
• Develop and implement account-level and engagement-level support plans where employees thrive, the client experience is successful, and the work performed across the team is balanced.
• Mentor, guide, and grow members of a portfolio team to ensure a successful relationship with both the client and the Project Management team.
• Forecasting, tracking and accountable for project budgets and invoices.

Management of Projects

• Develop and manage relationships with clients, GRO/SCS, and relevant internal teams.
• Support all of your client engagements; serve as a primary point of escalation for the client, team members, GRO/SCS, and shared services leads by having a strong understanding of the status of engagements, identifying issues in near-real-time, and conducting audits of engagements (i.e. Project Trackers, Production Quality, etc).
• Provide oversight and strategic support of complex discovery matters.
• Serve as primary point of contact at a client level.
• Lead and support team members so they may provide expertise and consultative advice regarding data collections, processing, review workflows, analytics, and production/export deliverables.
• Monitor work in progress and coordinate with team members to ensure project deadlines and client expectations are met for each engagement.
• Create and maintain project schedules including RACIs, defining activities, sequence of events, dependencies, work effort, duration and associated resource requirements.
• Define, articulate, implement and monitor quality standards on all project deliverables.
• Monitor internal and external project communications, ensuring effective exchange of project information and deliverables, as well as compliance with SLAs.
• Serve as an expert on Consilio's review platforms and proprietary offerings.
• Forecast, track and manage client pipeline.
• Successfully oversee concurrent comple