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DiscoverReady LLC Self-Service Business Unit Client Manager in United States

The self-service business unit Client Manager (“CM”) will be principally responsible for:

  • onboarding and supporting clients of the self-service business unit (“SSBU”),

  • partnering with Client Services and other adjacent teams to deliver services to these clients, and

  • following protocols and documented practices for client/matter provisioning and monthly billing

Given that the self-service business unit is the newest part of Consilio and that we will need to grow and evolve the business unit, the ideal candidate is an experienced (in project management or data ops) person who thrives in a fast-paced environment where agility and flexibility are critically important.

Given that we are building a business poised for growth, the CM must be an agent of positive change who builds a strong following and exudes credibility since people are our most marketable resource. The candidate must be a progressive thinker and is highly productive and efficient in a pressure situation.

This position will report to the head of client engagement within the Self-Service Business Unit.

  • Onboard (train and guide and coach) new SSBU clients

  • Create and manage clients and engagements in CASE and CASE Billing

  • Provision new matters in Relativity and/or Sightline or other SSBU solutions

  • Partner with IT to provision FTP accounts, Citrix access, Sightline Domains or other key aspects of SSBU solutions

  • Track billable and nonbillable time to projects for Case Billing roll-ups

  • Ensure monthly invoices are correct by entering into Case Billing

  • Service client requests by manipulating FTP, ICE, Relativity Desktop Client, Consilio Analytics, Relativity or Sightline or Riskcovery (or future solutions added to the self-service business unit solution line up)

  • Be trained and fully proficient on each of the technologies within the self-service business unit solution line up

  • Collaborate with both Technical Support on taking client service requests and/or with Client Services to pass on client service requests, based on our rules of engagement

Secondary Duties & Responsibilities:

  • Periodically support selling efforts with prospect meetings and/or demos of SSBU solutions

  • Periodically support RFx responses

  • Periodically participate in Quarterly Business Units (“QBRs”) with SSBU clients

  • Periodically partner with analytics, document review, forensics or other ancillary (to eDiscovery) roles to guide clients toward recommended best practices and workflows with SSBU solutions

Necessary Behaviors, Skills and Chemistry

The ideal candidate will…

  • Be tireless, with high energy/motor

  • Be flexible and agile in ambiguous situations

  • Exhibit a proven track record of servicing clients with excellent service levels

  • Show the strength and maturity to pushing back on clients if the situation demands it

  • Will not flustered by (sometimes abnormal) business pressures

  • Build a following of supporters and be highly charismatic

  • Have excellent verbal and writing communication skills

  • Demonstrate excellent collaboration skills

  • Be effective at prioritizing work to that which is most meaningful and impactful to our business

  • Always show high level of professionalism

  • Be technically capable of learning about complex systems/solutions/workflows

  • Must have 5+ years-experience in a project management or data operations role in eDiscovery

  • Must be able to prove mastery of SSBU solutions

  • Must have outstanding references from persons with client services/consulting backgrounds

  • Preference: experience working in smaller startup organizations

  • Preference: experience working in global organizations

Consilio’s True North Values

Excellence - We strive to make every client our advocate

Passion - We DO because we CARE

Collaboration - We win together through teamwork and communication

Agility - We flex, adapt and embrace change

People - We value, respect and invest in our teammates

Vision - We create clarity of purpose and a clear path forward

Consilio, LLC is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

ID: 2021-1576

External Company Name: Consilio LLC

External Company URL: https://www.consilio.com/

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