eDiscovery Client Services Manager

Job Description

Join Array and Make a Difference

At Array, we are a fast-growing company committed to delivering exceptional service to our clients. We empower our employees to make a meaningful impact, take ownership of their work, and contribute to our continued success. Our collaborative and supportive culture values individual contributions, recognizes achievements, and encourages professional growth. If you're looking to work alongside industry-leading professionals and build a rewarding career in a dynamic environment, Array may be the place for you.

About the Role

The eDiscovery Client Services Manager (ECSM) is a hands-on, client-facing role responsible for managing matters throughout the full Electronic Discovery Reference Model (EDRM) lifecycle. This position combines technical case management with structured project management to ensure the successful execution of eDiscovery workflows within Array's hosting environments, including RelativityOne.

The ECSM is responsible for project execution, including scoping, workflow coordination, budget management, timeline tracking, quality control, documentation, and client communication. This role partners closely with internal teams to ensure seamless project delivery and an exceptional client experience from initial intake through project completion.

Success in this role requires strong technical expertise, attention to detail, proactive communication, and the ability to manage multiple concurrent matters in a fast-paced environment.

Success in This Role

• Consistently meet SLA, budget, quality, and timeline objectives.
• Maintain high levels of client satisfaction through strong engagement and service delivery.
• Deliver technical and project-related tasks accurately and on schedule.
• Identify and implement opportunities for process improvement and operational efficiency.

Responsibilities

Project Lifecycle Management

• Manage matters across the full EDRM lifecycle, ensuring defensible, timely, and high-quality execution.
• Develop project scopes, timelines, and budgets, and monitor progress throughout the engagement.
• Track project status, risks, milestones, and dependencies while providing proactive updates to clients and internal stakeholders.

Case & Technical Workflow Execution

• Perform hands-on case management activities, including workspace setup, data loading, processing coordination, search execution, batching, and productions within RelativityOne.
• Conduct quality control reviews to ensure accuracy, completeness, and defensibility of all workflows and deliverables.
• Troubleshoot technical and workflow issues, coordinating with internal technical teams as needed.

Client Engagement & Communication

• Serve as the primary point of contact for assigned matters.
• Advise clients on workflow strategies, platform capabilities, and industry best practices.
• Communicate project status, risks, recommendations, timelines, and budget updates throughout the engagement.

Cross-Functional Coordination

• Collaborate with internal Services Delivery teams to ensure alignment and successful project execution.
• Coordinate tasks and facilitate seamless handoffs across functional teams.
• Contribute feedback during post-project reviews to identify risks, process gaps, and opportunities for improvement.

Operational Excellence & Continuous Improvement

• Adhere to established service levels, quality standards, and project KPIs.
• Maintain accurate project documentation and workflow records.
• Support workflow optimization initiatives, automation efforts, and adoption of platform enhancements that improve efficiency and consistency.

Qualifications

• Bachelor's degree or equivalent combination of education and experience preferred.
• 5+ years of progressive experience in eDiscovery project management, case management, or client services.
• Relativity Certified Administrator (RCA), Relativity Certified Project Manager (RCPM), or other relevant eDiscovery certifications preferred; willingness to obtain certifications required.
• Strong hands-on experience with RelativityOne and end-to-end eDiscovery workflows.
• Proven ability to manage complex, deadline-driven client projects while balancing multiple priorities.
• Strong client-facing communication, documentation, organizational, and relationship management skills.
• Excellent analytical and problem-solving abilities with a focus on defensible, high-quality outcomes.
• Proficiency with Microsoft Office Suite.
• Experience with project management and service management platforms.
• Ability to work independently and collaboratively in a team environment.
• Flexibility to support client needs outside standard business hours when required.
• Ability to travel up to 10%.

Additional Information

This position is an active opening. Array may utilize AI-enabled tools to support portions of the recruitment process; however, AI will not be used to make employment decisions.

What We Offer

• People-Focused Culture

• Competitive Pay & Quarterly Incentives

• Comprehensive Benefits, RRSP & Wellbeing Programs

• Flexible Time Off & Remote Work Options

• Professional Development & Career Growth Opportunities

• Exposure to cutting-edge technology in the Legal Services Industry

Array is committed to providing equal employment opportunities to all individuals. We ensure that all hiring decisions are made without unlawful consideration of any person's race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, veteran status, disability, genetic information, marital status, citizenship, ancestry, or any other basis protected by applicable local, state, provincial, or federal law.  We are dedicated to making our application process accessible. If you require an accommodation or assistance due to a disability, please notify us. Your request will be handled confidentially, and your application status will not be negatively affected.  We strive to maintain a diverse, inclusive, and fair workplace where all team members are valued and respected.

Background Check & Work Eligibility All persons hired will be required to complete a background check consistent with applicable law and provide proof of eligibility to work in the country of the job location. Background check results will be considered on an individualized basis in accordance with applicable fair-chance hiring requirements.