Client Account Manager

It's fun to work at a company where people truly believe in what they are doing! Job Description: The Client Account Manager oversees the direct activities and workflow coordination, special projects, and workload distribution of the document processing team. This position will serve as the liaison for all stakeholders using the services of the department. This person must be able to exercise discretion and work independently regarding significant matters relating to the client. This position is located at an Epiq facility or a client office. Essential Job Responsibilities Oversee and direct the day-to-day business operations of multiple service lines on the account Manage all performance management related duties with assistance from HR and team supervisor(s), as needed, to ensure employees are meeting performance standards and adhering to company policies Ensure all team members achieve the goals and objectives of the account identifying issues and problems and recommending solutions to management Maintain daily contact with customers in person, via telephone and through email to discuss needs, requirements, and deadlines, answer and resolve problems and negotiate time requirements as appropriate. Implement and maintain quality control mechanisms Report utilization and productivity metrics to the client and provide expert knowledge, technical support, and training to the team to ensure operational efficiency Work closely with the training team to evaluate skill sets, staff training, and development programs and customer service standards Manage recruiting, interviewing, and selection of candidates for open positions Test and troubleshoot new applications and upgrade releases, as necessary Develop and generate statistical reports Review customer satisfaction survey results and reworks; provide timely feedback and monitor issues through to remediation; ensure team completes requisite trainings Resolve grievances and issues raised by lawyers, paralegals and other job requestors Conduct team meetings as appropriate Document and promote best practices, tip sheets, and QRGs Practice and foster an atmosphere of teamwork and cooperation Qualifications & Characteristics Bachelor’s degree or equivalent experience 3-5 years’ experience in a supervisor role or process management, preferably in a law firm environment Advanced knowledge of legal policies and procedures Excellent written and verbal communication skills Strong interpersonal skills Ability to organize, prioritize, and coordinate multiple assignments Maintain confidential information Make objective, independent judgments Ability to excel under pressure and provide quality work product Clearly and effectively communicate with varying levels of people within the organization Work productively and cooperatively with other employees The Compensation range for this role is 79,547 to 94,434 USD per year and may be eligible for an annual bonus. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications. #INDHP Click here to learn about Epiq's Benefits. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records. Epiq is a leading global provider of integrated technology and services for the legal profession, including eDiscovery, managed services, bankruptcy, class action and mass tort administration, federal regulatory actions and data breach responses. Our innovative solutions are designed to streamline the administration of litigation, investigations, financial transactions, regulatory compliance and other legal matters. Epiq’s subject-matter experts bring clarity to complexity, create efficiency through expertise and deliver confidence to our clients around the world. We strive for a cohesive, collaborative environment that focuses on group achievement. With over 8000 associates worldwide, Epiq operates in 19 countries and over 80 global locations.