Managing Director of Client Services

Managing Director of Client Services

Company OverviewWe are looking for a Managing Director of Client Services to focus on leading enterprise client delivery, strategic growth, and operational excellence. The Managing Director oversees Project Management, Operations, and Cyber, setting the standard for quality, accountability, and client impact while driving long-term, value-based relationships. The Managing Director operates as a senior advisor to clients and a trusted leader within the organization, bringing executive presence and credibility with senior stakeholders across leadership, government agencies, law firms, corporate legal departments, and strategic partners. The role ensures the delivery of defensible, efficient, and technology-enabled eDiscovery solutions across the full lifecycle of litigation and high profile government investigations.

Key Responsibilities

Client Leadership and Strategy
* Ensure all clients are actively and effectively managed by establishing clear ownership and accountability with Associate Directors leading client engagement and overall experience.
* Oversee Associate Directors to ensure consistency in communication, issue resolution, delivery alignment, and client satisfaction.
* Partner with Associate Directors and Sales to strengthen client relationships, increase visibility, and drive long-term account growth.
* Collaborate with Advisory Services to guide client-specific strategies related to workflows, technology, and engagement models to support delivery success and identify expansion opportunities.
* Establish and enforce a structured client governance model, including Quarterly Business Reviews, standardized reporting, and client playbooks that drive accountability and proactive management.
* Maintain involvement in key client initiatives focused on innovation and continuous improvement, including the adoption of automation, analytics, and AI-enabled workflows.
Delivery and Operational LeadershipLead Project Management, Operations, and Cyber teams to ensure consistent execution of all processing, production, breach response, and eDiscovery workflows.Ensure clear, consistent documentation of processes to support execution across the full project lifecycle.Develop and mentor Associate Directors to strengthen delegation, accountability, and leadership capability across delivery teams.Establish and enforce operational standards across all engagements, including quality control, timeliness, and adherence to defined workflows.Oversee execution of complex, high-volume, and high-risk matters, including workflow design, resourcing, RACI alignment, and escalation management.Drive continuous improvement across operations, ensuring scalability, defensibility, and the ability to support emerging data sources.Monitor performance against defined KPIs, including utilization, quality, and timeliness, and take corrective action to improve consistency and outcomes.Solution Design and Pre-Sales EngagementPartner with Sales and Advisory Services to support solution design and RFP responses.Provide input on pricing, scoping, team structure, and solution architecture to ensure alignment with client needs and delivery capabilities.Financial and Portfolio ManagementOwn overall financial performance, including revenue, margin, forecasting, and portfolio health.Monitor and address risks using defined KPIs, including effective rate and profitability.Scale and optimize teams across Project Management, Operations, and Cyber through effective utilization and resource planning.Experience and QualificationsBachelor's degree in related fields such as information technology, business, operations management, project management, or similar disciplines10+ years of experience in eDiscovery or legal technology, with deep expertise in the Electronic Discovery Reference Model and litigation lifecycle.Proven ability to translate client needs into scalable, high-quality operational solutions and lead complex, large-scale client engagements.5+ years of leadership experience managing client services or operations teams and directing cross-functional delivery organizations.Strong experience with Relativity, certification as a Relativity Certified Administrator preferred.Demonstrated ability to advise clients, manage expectations, and maintain high levels of client satisfaction.Excellent communication skills, with the ability to engage effectively with both technical and non-technical stakeholders, including attorneys, client teams, and internal resources.Proven ability to manage multiple concurrent projects within budget and timeline constraints, including the use of structured methodologies such as RACI and Gantt frameworks.Strong organizational and prioritization skills, with the ability to operate effectively and quickly in time-sensitive and high-pressure environments.Demonstrated ability to lead teams through delegation, collaboration, and accountability.Experience troubleshooting applications and coord