Client Services, Director

Lineal, an innovative eDiscovery and legal technology services firm, is made up of a team of industry innovators, wary of outdated solutions, who are highly driven and motivated to work together to further Lineal’s promise of countering legal’s most pressing issues through an optimal blend of advanced technologies.

The Director of Client Experience will serve as the primary leader in executing the following:

Successfully manage assigned client account relationships

• Project management oversight and coordination
• Internal team leadership and development.
• Team leadership and a professional approach to successfully manage a team of people consisting of Project Managers and Junior Project Managers all within a client-facing and fast-paced environment.

Responsibilities

• Manage Project Managers and staff in the delivery of services in accordance with Lineal’s best practices and client account and project expectations.
• Ensure that new team members are appropriately on-boarded and briefed on project requirements.
• Provide team leadership to professionally develop and motivate staff members and allow them to assume additional responsibilities and growth opportunities within the organization.
• Delegate responsibility for the task management of Project Managers to enable the effective management of projects and career development.
• Serve as the primary liaison with key client representatives and own the service delivery relationship for assigned client accounts and projects.
• Work with Business Sales to ensure all assigned client accounts have an account plan for which the Client Experience aspect has been completed.
• Drive overall client satisfaction through effective coordination and communication of all client deliverables.
• Manages the seamless onboarding of new clients and projects upon completion of the sales process.
• Consistently deliver proactive communication with clients and serves as point of escalation when necessary.
• Work with clients to establish best practices which meet client needs and address any prioritization issues that may arise across projects.
• Create project forecasts and work schedules to be implemented by Project Managers.
• Manage and reports to clients on budget and financial status.
• Ensure that client and project requirements are being met by meeting on a regular basis with project teams.
• Provides managerial and strategic guidance to the development of Lineal's best practices for Client Services as well as cross-functionally with eDiscovery business units.
• Instill confidence with the client and serve as the public face of Lineal’s high-quality service delivery offering.