Managing Director – Client Services

Role Overview

• Ensure all clients are actively and effectively managed by establishing clear ownership and accountability with Associate Directors leading client engagement and overall experience.
• Oversee Associate Directors to ensure consistency in communication, issue resolution, delivery alignment, and client satisfaction.
• Partner with Associate Directors and Sales to strengthen client relationships, increase visibility, and drive long-term account growth.
• Collaborate with Advisory Services to guide client-specific strategies related to workflows, technology, and engagement models to support delivery success and identify expansion opportunities.
• Establish and enforce a structured client governance model, including Quarterly Business Reviews, standardized reporting, and client playbooks that drive accountability and proactive management.
• Maintain involvement in key client initiatives focused on innovation and continuous improvement, including the adoption of automation, analytics, and AI-enabled workflows.
• Lead Project Management, Operations, and Cyber teams to ensure consistent execution of all processing, production, breach response, and eDiscovery workflows.
• Ensure clear, consistent documentation of processes to support execution across the full project lifecycle.
• Develop and mentor Associate Directors to strengthen delegation, accountability, and leadership capability across delivery teams.
• Establish and enforce operational standards across all engagements, including quality control, timeliness, and adherence to defined workflows.
• Oversee execution of complex, high-volume, and high-risk matters, including workflow design, resourcing, RACI alignment, and escalation management.
• Drive continuous improvement across operations, ensuring scalability, defensibility, and the ability to support emerging data sources.
• Monitor performance against defined KPIs, including utilization, quality, and timeliness, and take corrective action to improve consistency and outcomes.
• Partner with Sales and Advisory Services to support solution design and RFP responses.
• Provide input on pricing, scoping, team structure, and solution architecture to ensure alignment with client needs and delivery capabilities.
• Own 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
• 10+ years of experience in eDiscovery or legal technology, with deep expertise in the Electronic Discovery Reference Model and litigation lifecycle.
• Proven ability to translate client needs into scalable, high-quality operational solutions and lead complex, large-scale client engagements.
• 5+ years of leadership experience managing client services or operations teams and directing cross-functional delivery organizations.
• Strong experience with Relativity, certification as a Relativity Certified Administrator preferred.
• Demonstrated ability to advise clients, manage expectations, and maintain high levels of client satisfaction.
• Excellent communication skills, with the ability to engage effectively with both technical and non-technical stakeholders, including attorneys, client teams, and internal resources.
• Proven ability to manage multiple concurrent projects within budget and timeline constraints, including the use of structured methodologies such as RACI and Gantt frameworks.
• Strong organizational and prioritization skills, with the ability to operate effectively and quickly in time-sensitive and high-pressure environments.
• Demonstrated ability to lead teams through delegation, collaboration, and accountability.
• Experience troubleshooting applications and coordinating effectively with support teams.
• Proactive problem-solving mindset with the ability to anticipate client needs and drive solutions forward to avoid challenges from occurring.

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