Head of Client Experience, EMEA

Lineal, an innovative eDiscovery and legal technology services firm, is made up of a team of industry innovators, wary of outdated solutions, who are highly driven and motivated to work together to further Lineal's promise of countering legal's most pressing issues through an optimal blend of advanced technologies. As the Head of Client Experience, EMEA/UK for Lineal Services, you are the day-to-day leadership level role for the Lineal Solutions Organization. This role is designed for someone with a strong working knowledge of eDiscovery service best practices and a strong customer-centered work ethic. You are expected to uphold high service quality and efficiency standards while proactively communicating and managing tasks to strengthen client relationships as a leader on the fulfillment team. You are expected to monitor the overall fulfillment operation to ensure that clients are being provided consultative and data forward solutions to solve their overall challenges. This role is viewed as a key driver of helping lead Lineal in ensuring that we meet brand promise, and overall financial health. You are also tasked with the day-to-day mentorship of junior team members to ensure that Lineal standards and practices are being followed. The Head of Client Experience, EMEA/UK will serve as the primary leader in executing the following:

• Successfully manage assigned client account relationships
• Identifying areas for service expansion and more comprehensive consultative client solutions
• Project Manager oversight and coordination
• Internal team leadership and development
• Team leadership and a professional approach to successfully manage a team of people consisting of Fulfillment Leads and Tier 1 analysts all within a client-facing and fast-paced environment. Day to Day responsibilities:
• Escalation point for client satisfaction issues
• Monitoring the Fulfillment Organization daily to ensure proper service delivery.
• Monitoring and auditing billing descriptions, approvals, and invoices
• Resolution of conflicts between the teams.
• Performing one on ones with direct reports on a weekly basis
• Identifying and implementing process and satisfaction improvement initiatives
• Provide team leadership to professionally develop and motivate staff members and allow them to assume additional responsibilities and growth opportunities within the organization.
• Ensuring cost estimation processes are followed.
• Coordination with the Delivery Leader, Forensic Leader, Solution Architect or other internal stakeholders to ensure accurate and timely delivery.
• Daily approval of time entry for all projects.
• Conduct one on one meetings and ensure that Lineal human resources policies are being followed.
• Manage towards a defined set of goals and implement those across the team and organization in a cross functional way. Head of Client Experience, EMEA/UKs are expected to:
• Communicate project status, issues, and expectations clearly and timely to colleagues, management, and clients as required.
• Work as part of a team in a follow-the-sun model, with a drive to improve the lives of our customers.
• Ensure all tasks assigned are delivered on time and are accurate.
• Manage multiple tasks and priorities to Service Level Agreements (SLAs) in a fast-paced environment.
• Mentor and train Project Managers, and Project Specialists, sharing knowledge and best practices.
• Maintain an understanding of various data types and eDiscovery workflows.
• Participate in continuous learning and development to stay current with industry standards and best practices.
• Understand and demonstrate good customer service.
• Drive the implementation of new processes, procedures and technologies within the Fulfillment Organization.
• Prepare and present reports around operational efficiencies, SLAs, quality and other metrics to the Senior Leadership team on a to be determined basis.
• Provide managerial and strategic guidance to the development of Lineal's best practices for Client Services as well as cross-functionally with eDiscovery business units.
• Maintain a strong working relationship with Lineal client's and be seen as an advocate for growing their service quality. Position requirements:
• 3+ year working in a customer service-based role.
• 3+ years in client facing eDiscovery role.
• 5+ years of experience in eDiscovery.
• 3+ years in a people management role.
• Record of accomplishment of innovation and efficiency in eDiscovery projects.
• Strong knowledge of eDiscovery tools such as Relativity and Nuix.
• Strong project and task management skills.