Details Join a global leader in legal consulting dedicated to delivering exceptional client experiences and fostering growth through strong relationships and high-quality service. They embrace a collaborative culture that empowers team members to thrive, innovate, and make impactful contributions.
Description As a Senior Project Manager - Client Experience Lead, you will be instrumental in ensuring clients receive unparalleled service. Your key responsibilities will include:
Management of Projects and Continuous Improvement: Develop and manage strong relationships with clients and internal teams, serving as the primary contact for issue escalation. Provide strategic support for complex discovery matters, monitor project status, and conduct audits to ensure quality and compliance. Lead teams in delivering expertise on data management and analytics, create project schedules, and define quality standards for all deliverables. Monitor team activity levels, responsiveness, and quality of deliverables, ensuring compliance with high standards. Conduct regular audits of project work, identify areas for improvement, and implement necessary changes to enhance service quality. Collaborate with leadership teams to develop and maintain standard operating procedures that streamline processes and improve client outcomes. Champion Client Success: Serve as the primary point of contact for a designated portfolio of clients, advocating for their needs and ensuring their satisfaction. Develop and implement tailored engagement strategies to promote client growth and enhance service delivery. Understand service offerings and engage in business development activities, such as sales presentations and quarterly reviews, to strengthen client relationships. Provide guidance on projects, address industry inquiries, and draft customised protocols for MSA clients or ongoing projects. Lead and Inspire: Collaborate with directors to oversee project teams, manage utilisation, onboarding, and training, while serving as the primary escalation point for client issues. Create and maintain project schedules, define resource needs, and coach team members to ensure accountability and successful project delivery. Act as a key relationship partner for clients, working with PM Directors to maintain standard operating procedures and implement support plans for effective service delivery. Mentor and guide Project Managers, fostering their professional growth and ensuring they meet both client and organisational expectations. Profile The ideal candidate will possess:
A BA/BS degree or experience in the litigation support or legal industry. Experience in E-Discovery. Senior project management or leadership roles, demonstrating strong leadership capabilities. Proven experience managing multiple concurrent projects involving cross-functional teams within budgetary and timeline constraints. Exceptional communication and interpersonal skills, with a track record of effectively managing client relationships and expectations. A proactive and strategic mindset, with the ability to anticipate client needs and address unexpected challenges swiftly. A willingness to travel as needed for client meetings and team engagements. Job Offer Career Growth: Opportunities for professional development through mentorship programs and leadership training to help you advance your career. Collaborative Culture: Be part of a team that values flexibility, trust, and open communication, where your contributions are recognised and celebrated. Impactful Work: Play a vital role in shaping client relationships and driving success across diverse projects, making a tangible difference in clients' experiences. Competitive Compensation: A comprehensive benefits package that includes health, wellness, and performance-based incentives. If you're ready to take the next step in your career, please apply or contact Corin for a confidential discussion at 0457676048.
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