Job Details

Director, Client Services (VENDOR)

London, United Kingdom
  • Employment Type: Direct Hire
Our client, a global ESI service provider and consulting firm, is seeking a Director, Client Services in London! The Director will be responsible for leading a team by managing workload distribution, priorities and quality assurance. The successful candidate will serve as the main point of contact for all client escalations within the service delivery sphere and must have the ability to manage relationships and advise on consultative opportunities. Experience as a leader in the space is a must; the Client Services Director will be responsible for the oversight of divisional growth and staffing teams and for ensuring consistent superior client service standards are met. This leader will participate in the planning and execution of strategic initiatives. The ideal candidate will have extensive experience in the legal services industry. Critical thinking skills and excellent verbal and written communication skills are a must. Relativity skills and knowledge a must. RCA desired. e-Discovery experience is mandatory Send resumes to [email protected].

Essential Job Responsibilities:
Client:
  • Knows clients; extends beyond what is comfortable to know, understand, support and protect them
  • Knows the difference between escalation, apologies, and outreach.
  • Makes staffing changes before clients ask you to do so
  • Ensures that client monthly meetings include a section for “what is important to you?” “where are we falling short?”
  • Solicits input from clients on skill levels, contact points, general dynamics; really knows what success looks like for each and every client
  • Follows a client’s protocol; if it doesn’t exist, proposes one
  • Engages outside law firms as extension of the client
  • Initiates strong partnership and high level of teaming with internal sales group
  • Works with clients to establish best practices which meet client needs and address any prioritization issues that may arise across projects
  • Drives overall client satisfaction through effective oversight, expectation deliverables and a mix of internal, client and external reference points
  • Provides managerial and strategic guidance to the institutionalization of best practices for Client Services as well as cross-functionally with e-discovery business units
  • Ability to think and act quickly and effectively in a variety of situations; assertive and decisive
People:
  • Leads a cohesive and collaborative team of geographically dispersed team members consisting of 8-12 client services, “A player” professionals
  • Champions serious team spirit and standard in the manner of a coach
  • Establishes and enforces standard protocols and responsibilities
  • Expects laser focus on utilization; motivates when needed
  • Conducts regular check-ins with employees in structured and productive manner
  • Sets performance goals for each member of the team in line with business needs and personal/professional direction
  • Creates succession plans for future leaders in anticipation of Directors’ advancement
  • Motivates and enforces ownership in all aspects of service delivery and project management
  • Proactive in every way; never put the VP in a position of surprise
  • Leads by example on the training and on-boarding of new team members to ensure they are appropriately oriented to protocols, standards, and technology
  • Utilizes HR, Talent Acquisition, Professional Development resources in an optimal fashion
  • Always collaborates with peers across departmental functional lines

Required Qualifications
  • A Bachelor’s (BA) degree; Juris Doctorate (JD) degree, Masters of Business Administration (MBA) or similar advanced degrees a plus
  • Substantial industry experience
  • A strong track record, consistent performance and passion for service in strategic leadership roles

Interested in this job? Get in touch.

(Accepted file formats are PDF, DOC, DOCX, TXT, RTF and ZIP. File size maximum is 2 MB.)