Senior Project Manager (Legal), Client Experience Lead

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 contact apply or contact Corin for a confidential discussion 0457676048.