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Job Description:
The Strategic Account Manager oversees the operational and strategic management of a singular Enterprise client relationship with the primary focus of achieving and surpassing client expectations. This position reports to an Enterprise Account Director with a dedication towards achieving account profitability; serving as the primary escalation contact; providing account leadership and mentorship to the Site Managers and on-site teams.Essential Job Responsibilities
Manage and oversee all assigned locations, personnel, and equipment for a client with multiple locations nationally
Oversee the Site Managers and potentially other employees at multiple site locations
Provide management direction to ensure our accounts are receiving quality service while operating efficiently and profitably
Develop strategies to achieve 100% client satisfaction
Strategically engage Epiq resources to support proactive solutions and industry trends with client
Scheduled/Unscheduled travel to all client locations to monitor account performance
Ensure monthly report compilation, including accurate billing submittal and invoice processing
Monthly meeting/touch points with clients in all offices
Perform Annual end-user survey and Semi-Annual Client survey
Preparation, presentation, and review of Strategic Business Reviews
Lead recruiting, developing, and training initiatives to optimize account performance
Develop account strategies in accordance with overall strategy and business plans
Proactively provide solutions to the client contact
Respond to client concerns
Host recurring Site Manager meetings to train, educate and inform the on-site management team
Develop positive relationships with client key contacts in each local office
Ability to function with a high level of patience, tact and diplomacy
Displays high ethical standard, integrity, work ethic, and loyalty
Qualifications & Requirements
Bachelor’s degree required or relevant management experience
Experience managing multi-site and multi-client operations
Minimum 5 years’ experience in legal business process outsourcing industry
Minimum 2 years’ management experience with heavy profit and loss responsibility
Minimum of 2 years’ professional level work experience in a production environment and/or a client-service oriented field
Working knowledge of PC applications including Microsoft Office software
Knowledge of copy machines and utilization of typical office services equipment and technology
The Compensation range for this role is 110,000 to 140,000 USD per year and may be eligible for an annual bonus. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications.
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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.
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What We Do
Epiq, a global technology-enabled services leader to the legal industry and corporations, takes on large-scale, increasingly complex tasks for corporate counsel, law firms, and business professionals with efficiency, clarity, and confidence. Clients rely on Epiq to streamline the administration of legal department and business operations, class action and mass tort, eDiscovery, regulatory, compliance, restructuring, and bankruptcy matters. Epiq subject-matter experts and technologies create efficiency through expertise and deliver confidence to high-performing clients around the world. Learn more at www.epiqglobal.com.
