Director, Client Services

Epiq Systems, Inc. • Phoenix, AZ

45d

About The Position

The Director of Client Services is a senior, strategic leader responsible for overseeing multiple project teams and ensuring the consistent delivery of superior service across all client interactions. Direct reports include Client Services Managers, Program Managers and Project Directors. These interactions encompass verbal and written communications, issue resolution, strategic consulting, financial stewardship, and project execution. This role is critical in shaping and executing strategic initiatives, collaborating with departmental operations and technology, and driving continuous improvement across service functions. The Director leads efforts in process optimization, staff development, overseeing financial performance, and supporting sales activities as needed. A key responsibility includes guiding the Client Services organization in defining its vision and direction-leveraging internal feedback, client insights, and performance data to recommend enhancements to programs, service offerings, communication protocols, escalation procedures, and operational standards. The Director collaborates closely with various lines of business and departments to elevate service quality and ensure alignment with client expectations. This includes fostering a high-performing, collaborative team environment across Client Services, Sales, and other internal stakeholders to achieve service excellence, revenue growth, and operational efficiency.

Requirements

• The Director of Client Services should have at least 10 years of progressive leadership experience overseeing teams in a client-facing, professional services setting-ideally within the legal sector or a closely related industry. Proven ability to lead high-performing teams, enhance client satisfaction, and manage complex service delivery operations is critical. This role requires exceptional verbal and written communication skills, with the ability to convey information clearly, diplomatically, and confidently across all levels of the organization and with external stakeholders. A calm, professional demeanor and strong interpersonal acumen are critical for navigating high-pressure situations and resolving complex client issues.
• Candidates must exhibit advanced critical thinking and analytical capabilities, with the ability to synthesize information quickly and make sound decisions in fast-paced, deadline-driven environments. Expertise in managing client expectations, budgets, timelines, and quality standards is required.
• This role operates in a dynamic, fast-paced environment with frequent interaction between clients, internal teams, and cross-functional stakeholders. Given the nature of the industry, the highest standards of confidentiality, discretion, and professionalism are essential in safeguarding sensitive client and project information.
• A bachelor's degree from an accredited institution is required; an advanced degree including a JD or MBA is strongly preferred.

Responsibilities

• Provide strategic leadership to a geographically dispersed team of high-performing Client Services professionals, fostering collaboration, accountability, and operational excellence.
• Act as the strategic lead and primary liaison for key client relationships, ensuring consistent, high-impact communication, proactive issue resolution, and alignment of service delivery with client business objectives and long-term partnership goals.
• Establish and communicate clear, measurable performance goals for team members that align with broader business objectives, including billable goals, client satisfaction benchmarks, and service excellence metrics; regularly monitor progress and implement corrective actions to ensure consistent achievement and continuous improvement.
• Continuously monitor and manage individual and team performance against defined financial targets and operational KPIs, including quarterly and annual billable objectives; leverage performance data to identify trends, address gaps, and implement targeted strategies that drive accountability, profitability, and sustained service excellence.
• Facilitate structured coaching, performance feedback, and individualized career development planning to support employee growth, engagement, and retention. Champion a culture of accountability, collaboration, and continuous improvement by aligning team development with organizational goals and fostering an environment where high performance and professional fulfillment are consistently achieved.
• Design and monitor succession planning strategies to identify, develop, and retain high-potential talent within the team. Proactively cultivate future leaders by aligning individual growth opportunities with organizational needs, ensuring long-term continuity, leadership readiness, and scalable team performance
• Demonstrate proactive leadership by anticipating challenges, addressing potential risks, and maintaining clear, consistent communication with executive stakeholders-ensuring that senior leaders are fully informed to support strategic decision-making.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Industry: Professional, Scientific, and Technical Services