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Senior Project Manager (Legal), Client Experience Lead
- Posted 21 October 2024
- SalaryAttractive Salary and Bonus
- LocationSydney
- Job type Permanent
- DisciplineLegal, Risk & Compliance, Technology & Project Services
- ReferenceBH-15581
Job description
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:
Champion Client Success:
Profile
The ideal candidate will possess:
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.
- 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.
- 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.