- Ensures client and project requirements are being met with the highest quality and accuracy through verifying and communicating routinely with both the client and internal partners.
- Converts client requirements into operational work requests, monitor progress, and proactively updates client and project team stakeholders on deadlines.
- Obtain, examine and prepare client data for Intake
- Assist in troubleshooting and resolving any client issues with delivered or hosted data
- Handle review platform (DMX or Relativity) specific items including but not limited to User requests, database management (archiving/deletion), creation of layouts / views / fields / choices / highlighting , creation and execution of STRs, creation and management of batch sets, reporting
- Provide matter specific support on items such as privilege log generation, media tracking, and project specific reporting
- Understand project budgets and obtain required approvals before incurring additional costs outside of project estimates
- Ensures continuity of client service between shifts by providing clear handoffs and client updates.
- Drives overall client satisfaction through effective coordination and communication of client deliverables.
- Participate in process improvement initiatives and collaborate with teammates to standardize and improve the customer experience
- Ensure effective control of all aspects of a project from initial planning through final production; development of project plans; balance overall client requirements; development of relationships; and review financial and billing information in a timely manner to ensure deadlines are consistently met.
Qualifications & Characteristics
- Minimum two-year consulting, litigation support, paralegal or attorney experience in a law firm, corporate legal departments or eDiscovery service provider with an overall experience of four to five years.
- Bachelors degree or equivalent practical experience.
- Hands-on experience with working on Relativity
- Proficiency in PowerPoint, Excel and BI is highly desirable and an added advantage.
- Demonstrated success in working on multiple simultaneous projects.
- Oral and written communication skills that demonstrate a white glove approach to service.
- Client relationship skills which include the ability to proactively manage client expectations, recognize client needs, and adapt to consistently meet client requirements.
- Capacity to learn quickly and adapt to changing industry trends.
- Flexibility to work both night shift timings and occasionally on weekends is required
