Solutions Manager in Slough

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an innovative eDiscovery and legal technology services firm, is made up of a team of industry innovators, wary of outdated solutions, who are highly driven and motivated to work together to further Lineal’s promise of countering legal’s most pressing issues through an optimal blend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 a Solutions Manager for Lineal Services, you are the primary driver of the client relationship on a day-to-day basis to ensure follow through on Lineal client commitments, timely and accurate communications, and a consultative approach to delivering outcomes to our client that solves their problems. Lineal views the Solutions Manager as a key contributor to driving holistic solutions to client challenges, and creating key differentiators within the marketplace that is largely focused in task in/task out transactions. This role is designed for someone with a strong working knowledge of eDiscovery service best practices, a strong desire to provide consultative solutions, and an overall strong customer centered work ethic. You are expected to uphold high service quality and efficiency standards, coordinate internally to drive client desired outcomes, while proactively communicating and managing tasks to strengthen client relationships as a leader on the fulfillment team. You are also tasked with the day-to-day mentorship of junior team members to ensure that Lineal standards and practices are being followed.

Responsibilities:

• First line of response and consistent updating of client requests from inception through closure.
• Assessing inbound client communications to determine the proper solution approach to fulfill the client’s desired outcome/needs.
• Assessing inbound client communications and sorting into their respective service tiers.
• Opening work orders for client fulfillment and providing meaningful descriptions of the request.
• Coordination of data delivery prioritization.
• Monitor the Tier 1 queue and assign tasks and load balance the team as appropriate to meet client needs.
• Coordinate with the Delivery Leads to ensure proper load balancing of the Tier 2 service team.
• Coordinate with the Forensics, Solutions and Data Review teams to ensure proper client updates are occurring.
• Coordination and creation of new client projects.
• All tasks that make up the Tier 1 and Tier 2 Analyst job description.
• Preparation of project and task cost estimates, tracking, and updating the client on the actual costs against the estimate.
• Coordination with the Delivery Lead, Forensic Lead, Solution Lead or other internal stakeholders to ensure accurate and timely delivery.
• Daily approval of time entry for all projects.

Expectations:

• Assess client requests to determine a consultative approach to the problem. Driving ideal outcomes as opposed to acceptable task delivery.
• 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 Tier 1 and Tier 2 analysts, 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.
• Assist in implementing new processes, procedures and technologies within the Fulfillment Organization.

Qualifications:

• 4+ years in client facing eDiscovery role.
• 5+ years of experience in eDiscovery.
• Track record of innovation and efficiency in eDiscovery projects.
• Strong knowledge of eDiscovery tools such as Relativity and Nuix.
• Strong project and task management skills.
• Proactive approach to problem-solving.
• Professional demeanor and strong communication skills, both written and oral.
• Excellent attention to detail.
• Ability to adapt on the fly to new processes.

Desired Qualifications:

• Certification in eDiscovery platforms.

This role is ideal for an individual who is looking to advance their career within the eDiscovery industry by moving into a management and leadership role within the project and delivery lifecycle. The Solutions Manager is a key role in the success of eDiscovery projects at Lineal by ensuring Customer Elation through meaningful and consultative interactions, an adherence to standards, and driving timely delivery.