What are the responsibilities and job description for the Director, Client Services position at Epiq Systems, Inc.?
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Job Description:
The Director of Client Services is a senior, strategic leader responsible for overseeing multiple project teams and ensuring the consistent delivery of superior service across all client interactions. Direct reports include Client Services Managers, Program Managers and Project Directors. These interactions encompass verbal and written communications, issue resolution, strategic consulting, financial stewardship, and project execution.
This role is critical in shaping and executing strategic initiatives, collaborating with departmental operations and technology, and driving continuous improvement across service functions. The Director leads efforts in process optimization, staff development, overseeing financial performance, and supporting sales activities as needed.
A key responsibility includes guiding the Client Services organization in defining its vision and direction—leveraging internal feedback, client insights, and performance data to recommend enhancements to programs, service offerings, communication protocols, escalation procedures, and operational standards.
The Director collaborates closely with various lines of business and departments to elevate service quality and ensure alignment with client expectations. This includes fostering a high-performing, collaborative team environment across Client Services, Sales, and other internal stakeholders to achieve service excellence, revenue growth, and operational efficiency.
Job Responsibilities
Provide strategic leadership to a geographically dispersed team of high-performing Client Services professionals, fostering collaboration, accountability, and operational excellence.
Act as the strategic lead and primary liaison for key client relationships, ensuring consistent, high-impact communication, proactive issue resolution, and alignment of service delivery with client business objectives and long-term partnership goals.
Establish and communicate clear, measurable performance goals for team members that align with broader business objectives, including billable goals, client satisfaction benchmarks, and service excellence metrics; regularly monitor progress and implement corrective actions to ensure consistent achievement and continuous improvement.
Continuously monitor and manage individual and team performance against defined financial targets and operational KPIs, including quarterly and annual billable objectives; leverage performance data to identify trends, address gaps, and implement targeted strategies that drive accountability, profitability, and sustained service excellence.
Facilitate structured coaching, performance feedback, and individualized career development planning to support employee growth, engagement, and retention. Champion a culture of accountability, collaboration, and continuous improvement by aligning team development with organizational goals and fostering an environment where high performance and professional fulfillment are consistently achieved.
Design and monitor succession planning strategies to identify, develop, and retain high-potential talent within the team. Proactively cultivate future leaders by aligning individual growth opportunities with organizational needs, ensuring long-term continuity, leadership readiness, and scalable team performance
Demonstrate proactive leadership by anticipating challenges, addressing potential risks, and maintaining clear, consistent communication with executive stakeholders—ensuring that senior leaders are fully informed to support strategic decision-making.
Job Requirements
The Director of Client Services should have at least 10 years of progressive leadership experience overseeing teams in a client-facing, professional services setting—ideally within the legal sector or a closely related industry. Proven ability to lead high-performing teams, enhance client satisfaction, and manage complex service delivery operations is critical. This role requires exceptional verbal and written communication skills, with the ability to convey information clearly, diplomatically, and confidently across all levels of the organization and with external stakeholders. A calm, professional demeanor and strong interpersonal acumen are critical for navigating high-pressure situations and resolving complex client issues.
Candidates must exhibit advanced critical thinking and analytical capabilities, with the ability to synthesize information quickly and make sound decisions in fast-paced, deadline-driven environments. Expertise in managing client expectations, budgets, timelines, and quality standards is required.
This role operates in a dynamic, fast-paced environment with frequent interaction between clients, internal teams, and cross-functional stakeholders. Given the nature of the industry, the highest standards of confidentiality, discretion, and professionalism are essential in safeguarding sensitive client and project information.
A bachelor’s degree from an accredited institution is required; an advanced degree including a JD or MBA is strongly preferred.
The Compensation range for this role is 160,000.00 to 260,000.00 USD annually and may be eligible for an annual bonus.
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"In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire".
"Must be authorized to work in the United States for any employer".
Your specific salary will be determined based on several factors:
Location-based market rate for the role
Your abilities in relation to the job specification
Performance during screening and interview
Pay parity with the wider team in the considered location
Further details about the package will be provided during the initial screening call with the Talent Acquisition Team.
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.