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Director of Client Services
RVM Enterprises, Inc
Director of Client Services
The Director of Client Services will report to the Chief Operating Officer and will be ultimately responsible for running Project Management Services, Hosting Support Services across multiple locations and markets. The Director must be a leader that can demonstrate a clear vision of what Client Services must fulfill and support and ensure that the vision is supportive of the company’s vision that focuses on client satisfaction and customer service. The Director must be experienced in the industry and demonstrate thought-leadership that will continue to evolve and grow RVM’s client-facing services. The Director will manage and mentor various levels of staff across multiple departments, will be involved in continuously analyzing and improving internal work flows, assess staffing needs and make recommendations as needed, collaborate with other departments and executive management on new trends, gather and respond to client feedback, and continuously providing thought leadership internally and externally to clients. The Director will also be expected to work with the Sales team by participating in client meetings and developing proposals that meet the clients’ needs. Other responsibilities include department resource allocation and revenue tracking and analysis.
Essential Job Functions
Ensure that there is a high-level of customer satisfaction and responsiveness at all times.
Directly engage clients through direct conversations, customer satisfaction surveys, and client meetings to gather performance feedback and instill a message of growth and continuous improvement that supports the clients’ needs.
Ensure makeup of the Client Services department coincide with the vision of the organization and working with the COO to introduce and/or modify standard operating procedures and department staffing.
Actively manage and mentor staff on best-practices, client-engagement, project management, and skills development through direct engagement, status meetings, department meetings, and applicable training and coaching meetings. Establish strong leadership that continues staff development and growth and promotes a positive culture.
Work with the COO and Executive Management on identifying and implementing new work flows, solutions, or services and how to market and promote those services.
Ensure that all client-deliverable work is completed timely, with quality, and observing industry best-practices.
Assist sales team in selling and promoting RVM’s various service lines; assist sales team with opportunity identification, proposal preparation, and consultative sale assistance. Assist with the preparation of applicable budgets for projects.
Ensure inputs to billing system accurately reflect case status, revenue projections, and authorized budgets. Oversight of the review and approval of invoices process in a timely manner prior to billing clients.
Participate in RVM’s marketing efforts which may include participation in Company sponsored events, speaking engagements, networking events
Collaborate with the Marketing department to develop content for case studies, whitepapers and media outlets.
Travel as required to ensure effective management of case activities or marketing activities (minimal notice possible).
Ability to work under tight deadlines and handle multiple tasks through prioritization and time management skills.
Excellent client-management and client-presentation skills.
Excellent communication and organizational skills.
Excellent management and mentoring skills across a broad spectrum of staff, including lawyers, consultants, and technical analysts.
Biased for action in ensuring customer satisfaction and results.
Demonstrated proficiency in managing and working with people in a team environment.
Broad knowledge and experience on participating in and managing wide variety of document reviews and earl data assessment projects.
Strong technical skills, especially in eDiscovery platforms such as Relativity, Equivio, Eclipse, and Brainspace as well as MS Access, MS Excel, and other data analysis and manipulation tools.
Experience with budget development and advanced skills in working with spreadsheets.
Minimum 10 years of legal / electronic discovery experience and project management experience.
Minimum of 4 years’ experience managing a large team of lawyers or e-Discovery professionals that provide consultative or legal services.
Previous experience as a litigation support professional at a law firm or Manager of Project Managers much preferred.
Minimum 5 years of experience providing hands-on e-discovery related Project Management support.
Strong experience with Relativity, Eclipse, Equivio, and Brainspace and preferred.
B.S. or a B.A. college degree required.
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Jersey City, NJ