Consilio LLC · 2 months ago
eDiscovery Client Experience Lead
US
Full-time
Onsite
Senior Level, Lead/Staff
10+ years expConsilio LLC is a company focused on delivering excellent client experiences in the legal industry. The eDiscovery Client Experience Lead is responsible for managing a portfolio of clients, leading project teams, and ensuring high-quality service delivery while fostering strong client relationships.
EdiscoveryEnterprise SoftwareLegalSoftwareSoftware Engineering
Responsibilities
In partnership and collaboration with directors, provide leadership and oversight of project teams, including managing team utilization, onboarding, training needs and serving as a primary point of escalation for assigned teams
Assuring the success of a project by creating and maintaining the project schedule, which defines activities, sequence, dependencies, work effort, duration, and associated resource requirements as well as coaching team members and holding team members accountable
Responsible for partnering with the PM Director in assigning incoming projects to Project Managers based on skill, availability, and need
Generate and distribute reporting metrics and other identified KPI's as needed for a portfolio team. Serve as a key relationship partner and point of escalation for your clients
Spearhead the collaboration with GRO/SCS and PM Director to develop/maintain standard SOPs for clients
Provide keep information in tandem with GRO/SCS to participate in account-level calls, meetings, QBRs
Develop and implement account-level and engagement-level support plans where employees thrive, the client experience is successful, and the work performed across the team is balanced
Mentor, guide, and grow members of a portfolio team to ensure a successful relationship with both the client and the Project Management team
Forecasting, tracking and accountable for project budgets and invoices
Develop and manage relationships with clients, GRO/SCS, and relevant internal teams
Support all of your client engagements; serve as a primary point of escalation for the client, team members, GRO/SCS, and shared services leads by having a strong understanding of the status of engagements, identifying issues in near-real-time, and conducting audits of engagements (i.e. Project Trackers, Production Quality, etc)
Provide oversight and strategic support of complex discovery matters
Serve as primary point of contact at a client level
Lead and support team members so they may provide expertise and consultative advice regarding data collections, processing, review workflows, analytics, and production/export deliverables
Monitor work in progress and coordinate with team members to ensure project deadlines and client expectations are met for each engagement
Create and maintain project schedules including RACIs, defining activities, sequence of events, dependencies, work effort, duration and associated resource requirements
Define, articulate, implement and monitor quality standards on all project deliverables
Monitor internal and external project communications, ensuring effective exchange of project information and deliverables, as well as compliance with SLAs
Serve as an expert on Consilio's review platforms and proprietary offerings
Forecast, track and manage client pipeline
Successfully oversee concurrent complex projects
Generate and distribute reporting metrics and other identified KPI's as needed for each client
Develop strong client relationships through collaborative, consultative service
Be knowledgeable about and able to speak competently to all Consilio's service offerings
Participate and lead, in conjunction with GRO/SCS, business development activities with existing and new clients, such as sales presentations, QBRs, or other account-level meetings so as to build personal relationships with client contacts
Provide guidance and support for your team’s clients on incoming projects and industry inquiries
Draft customized protocols and provide support with non-standard operating procedures for MSA clients or clients with ongoing and continuous projects
Qualification
Required
BA/BS degree or minimum 5 years in the litigation support / legal industry
10 years of progressively responsible experience in related roles
Demonstrated experience managing multiple, concurrent projects involving cross-functional teams within budgetary and schedule constraints
Demonstrated ability to manage client expectations and maintain client satisfaction
Strong teamwork, written and oral communications, client management, and interpersonal skills
3 years' experience using the Relativity platform
Demonstrable experience of successfully handling leadership responsibilities
A proactive approach to problem-solving and the ability to anticipate client needs
The ability to confront unexpected problems quickly and effectively
Demonstrated ability to manage project teams, including teams of supporting project managers
Willingness to travel
Preferred
5 years' experience as a Senior Project Manager and/or 5 years experience with ‘Leadership Responsibilities' preferred
Company
Consilio LLC
Consilio stands as the global leader in eDiscovery, document review, flexible legal talent, and legal advisory & transformation consulting services.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2021-04-20Acquired
2012-01-01Private Equity
Leadership Team
John Hale
Chief Marketing Officer
M
Mike Flanagan
General Counsel
Recent News
Business Wire
2025-12-10
bloomberglaw.com
2025-11-01
2025-10-31
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