Litigation/Attorney/In House/Albuquerque, New Mexico
Location: Albuquerque, New Mexico
Description: GCC Consulting is in need of Litigation/Attorney/In House/Albuquerque, New Mexico right now, this vacancy will be settled in New Mexico. For complete informations about this vacancy opportunity kindly read the description below. Director of Operations, SaaS The candidate will maintain solid and scalable operating model for Hosted Practice Technologies. Will en! sure processes are refined and SLAs are met. Ensure technical issues are reported, tracked and escalated appropriately. Responsible for regular reporting on technical issues with high severity and on open issues (low-to-medium severity), SLAs and other operational updates. Manage crisis resolution and escalation process. Identify permanent remediation of issues as part of continual improvement process. Identify opportunities to improve efficiency. Continually evaluating and adjusting existing Lines of Business (LOB), ensure visibility of customer usage and adoption, matter onboarding and the overall case management workflow. Oversee handling of physical media. Identify standard training needs for clients, professional services opportunities and establish a process or workflow to direct customers to the right resources for assistance. Custom work / Special Requests defining deliverables, generating quotes, and creating / assigning tasks. Management, oversight and strategic p! lanning for the eDiscovery Case Management Team, as well as cr! oss-functional teams that provide support for Hosted/SaaS offerings. Manage and mentor the ECM team. Identify staffing needs both for direct team and cross-functional teams that provide support for Hosted/SaaS solutions. Strategic planning for management and execution of projects, including defining standards and metrics by which the success of projects are measured against. Ensuring a positive client experience and maintaining a high level of customer satisfaction. Develop tools and programs to measure client satisfaction on both products and support services. Hold all resources accountable for excellent customer service and a high level of customer satisfaction. Building and maintaining good relationships with partners and internal stakeholders. Influence partners and gain support for strategies designed to improve and scale hosted operations. Influence changes in processes, best practices, and culture, where needed to ensure success of hosted offerings and customer satis! faction. Provide oversight to support areas where we are or potentially could be funding resources, such as TR Technology, Legal Technology, Customer Service and Support, Sales, Contract Value Management, Order-to-Cash Management, Finance. Provide support for the promotion, marketing and sales of hosted products or managed eDiscovery services, including sales ride-alongs or client meetings, assistance with RFI/RFP responses, tradeshows, user conferences and other marketing opportunities, where needed. Contribute in the strategic growth and expansion of company managed eDiscovery services, including the launch and integration of potential new development and/or acquisition of products and services designed to provide customers with an end-to-end solution for data management and eDiscovery.
The candidate should have a Bachelor's degree in business or information management or related field (M.S. or J.D. degree preferred) or equivalent and verifiable industry experien! ce. Must have 10+ years of management experience with 5+ years in the l! itigation support or eDiscovery industry, and a strong understanding of the technological aspects of eDiscovery service delivery. Should also have 5+ years of experience with SaaS or hosted operations. Experience with document review software such as: Case Logistix, Concordance, Summation, Relativity and other document review or document discovery tools needed.
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If you were eligible to this vacancy, please email us your resume, with salary requirements and a resume to GCC Consulting.
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This vacancy starts available on: Sat, 15 Jun 2013 07:21:27 GMT
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