Managing Director of Client Services

Key Responsibilities

Client Leadership and Strategy

• Ensure all clients are actively and effectively managed by establishing clear ownership and accountability with Associate Directors leading client engagement and overall experience.
• Oversee Associate Directors to ensure consistency in communication, issue resolution, delivery alignment, and client satisfaction.
• Partner with Associate Directors and Sales to strengthen client relationships, increase visibility, and drive long-term account growth.
• Collaborate with Advisory Services to guide client-specific strategies related to workflows, technology, and engagement models to support delivery success and identify expansion opportunities.
• Establish and enforce a structured client governance model, including Quarterly Business Reviews, standardized reporting, and client playbooks that drive accountability and proactive management.
• Maintain involvement in key client initiatives focused on innovation and continuous improvement, including the adoption of automation, analytics, and AI-enabled workflows.

• Lead Project Management, Operations, and Cyber teams to ensure consistent execution of all processing, production, breach response, and eDiscovery workflows.
• Ensure clear, consistent documentation of processes to support execution across the full project lifecycle.
• Develop and mentor Associate Directors to strengthen delegation, accountability, and leadership capability across delivery teams.
• Establish and enforce operational standards across all engagements, including quality control, timeliness, and adherence to defined workflows.
• Oversee execution of complex, high-volume, and high-risk matters, including workflow design, resourcing, RACI alignment, and escalation management.
• Drive continuous improvement across operations, ensuring scalability, defensibility, and the ability to support emerging data sources.
• Monitor performance against defined KPIs, including utilization, quality, and timeliness, and take corrective action to improve consistency and outcomes.

• Partner with Sales and Advisory Services to support solution design and RFP responses.
• Provide input on pricing, scoping, team structure, and solution architecture to ensure alignment with client needs and delivery capabilities.
  

• Own overall financial performance, including revenue, margin, forecasting, and portfolio health.
• Monitor and address risks using defined KPIs, including effective rate and profitability.
• Scale and optimize teams across Project Management, Operations, and Cyber through effective utilization and resource planning.

Experience and Qualifications

• Bachelor’s degree in related fields such as information technology, business, operations management, project management, or similar disciplines
• 10+ years of experience in eDiscovery or legal technology, with deep expertise in the Electronic Discovery Reference Model and litigation lifecycle.
• Proven ability to translate client needs into scalable, high-quality operational solutions and lead complex, large-scale client engagements.
• 5+ years of leadership experience managing client services or operations teams and directing cross-functional delivery organizations.
• Strong experience with Relativity, certification as a Relativity Certified Administrator preferred.
• Demonstrated ability to advise clients, manage expectations, and maintain high levels of client satisfaction.
• Excellent communication skills, with the ability to engage effectively with both technical and non-technical stakeholders, including attorneys, client teams, and internal resources.
• Proven ability to manage multiple concurrent projects within budget and timeline constraints, including the use of structured methodologies such as RACI and Gantt frameworks.
• Strong organizational and prioritization skills, with the ability to operate effectively and quickly in time-sensitive and high-pressure environments.
• Demonstrated ability to lead teams through delegation, collaboration, and accountability.
• Experience troubleshooting applications and coordinating effectively with support teams.
• Proactive problem-solving mindset with the ability to anticipate client needs and drive solutions forward to avoid challenges from occurring. 

Our Commitment

Contact Government Services (CGS) strives to simplify and enhance government bureaucracy through the optimization of human, technical, and financial resources. We combine cutting-edge technology with world-class personnel to deliver customized solutions that fit our client’s specific needs. We are committed to solving the most challenging and dynamic problems.

For the past eight years, we’ve been growing our government-contracting portfolio, and along the way, we’ve created valuable partnerships by demonstrating a commitment to honesty, professionalism, and quality work.

Here at CGS we value honesty through hard work and self-awareness, professionalism in all we do, and to deliver the best quality to our consumers mending those relations for years to come.

We care about our employees. Therefore, we offer a comprehensive benefits package.
-         Health, Dental, and Vision
-         Life Insurance
-         401k
-         Flexible Spending Account (Health, Dependent Care, and Commuter)
-         Paid Time Off and Observance of State/Federal Holidays

Contact Government Services, LLC is an Equal Opportunity Employer. Applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Join our team and become part of government innovation!