- Develop and articulate a clear grasp of eDiscovery services.
- Make concise and compelling presentations to a variety of audiences; capture the attention and engagement of the most demanding and time-pressed audiences.
- Balance the need to close business quickly while concurrently working with clients consultatively to identify client needs and match them with service offerings.
- Work in partnerships with internal subject matter experts to capture and maximize revenue opportunities.
- Manage a healthy pipeline of opportunities from identification through close.
- Maintain an active calendar of new client meetings and industry networking events.
- Develop and articulate a clear grasp of eDiscovery services.
- Make concise and compelling presentations to a variety of audiences; capture the attention and engagement of the most demanding and time-pressed audiences.
- Balance the need to close business quickly while concurrently working with clients consultatively to identify client needs and match them with service offerings.
- Work in partnerships with internal subject matter experts to capture and maximize revenue opportunities.
- Manage a healthy pipeline of opportunities from identification through close.
- Maintain an active calendar of new client meetings and industry networking events.
- Develop and articulate a clear grasp of eDiscovery services.
- Make concise and compelling presentations to a variety of audiences; capture the attention and engagement of the most demanding and time-pressed audiences.
- Balance the need to close business quickly while concurrently working with clients consultatively to identify client needs and match them with service offerings.
- Work in partnerships with internal subject matter experts to capture and maximize revenue opportunities.
- Manage a healthy pipeline of opportunities from identification through close.
- Maintain an active calendar of new client meetings and industry networking events.
What You’ll Do
With a passion for helping others and solving problems, you’ll be helping customers on the phone and via email with their questions on how to login to the system, navigate the interface and perform specific tasks. You’ll be hosting customer training sessions on either new user walk throughs or on advanced features such as searching and exports. When you’re not answering customer questions, you’ll be fulfilling their requests such as account creations and project access requests. Working hours: Remote - Sunday through Thursday (Fri and Sat off) 11am to 8pm GMT/BST.
- Customer Satisfaction
- Service Level Agreements (SLAs)
- Ensure 15min response, follow-up and resolution SLAs are being met.
- Provide the highest level of customer service to further solidify relationship with Consilio’s COBALT customers by:
- Assistance with logging into the system, navigating the interface and performing specific tasks.
- Guidance on advanced features such as searching and exporting.
- Troubleshoot and resolve support issues.
- Have a passion for speaking to customers, with expertise in the following areas:
- Security awareness of caller/user identification and approval polices.
- Customer advocacy when collaborating with other teams and keeping the customer updated on resolution.
- Awareness of eDiscovery life cycle.
Leadership -
- Serve as a point of escalation for junior members of the team.
- Provide training and supervision for junior team members.
- Motivate to create an environment where employees thrive.
- Manage and plan project resources.
- Identify and facilitate growth opportunities for colleagues.
- Identify areas of operational risk and implement strategies to mitigate such risk for your clients.
- Participates in strategic client meetings (quarterly meetings; in person meetings, etc.) & oversee client level reporting.
- Initiate and participate in business development opportunities with GRO.
- Initiate and provide guidance to junior PMs regarding building of client relationships.
Management of Projects -
- Provide end-to-end oversight of discovery matters and serving as primary client point of contact.
- Provide expertise and consultative advice regarding data collections, processing, review workflows, analytics, and production/export deliverables.
- Create and maintain project schedules, including defining activities, sequence of events, dependencies, work effort, duration and associated resource requirements.
- Develop and manage relationships with internal teams.
- Define, articulate, implement and monitor quality standards on all project deliverables.
- Plan and manage internal and external project communications, ensuring effective exchange of project information and deliverables.
- Serve as an expert on Consilio's review platforms and proprietary offerings.
- Forecast, track and manage project budgets.
- Successfully oversee and consult on multiple, concurrent complex projects.
- Generate and distribute reporting metrics and other identified KPI's as needed for each project.
- Develop strong client relationships through collaborative, consultative service.
- Develop and articulate a clear grasp of eDiscovery services.
- Make concise and compelling presentations to a variety of audiences; capture the attention and engagement of the most demanding and time-pressed audiences.
- Balance the need to close business quickly while concurrently working with clients consultatively to identify client needs and match them with service offerings.
- Work in partnerships with internal subject matter experts to capture and maximize revenue opportunities.
- Manage a healthy pipeline of opportunities from identification through close.
- Maintain an active calendar of new client meetings and industry networking events.
- Develop and articulate a clear grasp of eDiscovery services.
- Make concise and compelling presentations to a variety of audiences; capture the attention and engagement of the most demanding and time-pressed audiences.
- Balance the need to close business quickly while concurrently working with clients consultatively to identify client needs and match them with service offerings.
- Work in partnerships with internal subject matter experts to capture and maximize revenue opportunities.
- Manage a healthy pipeline of opportunities from identification through close.
- Maintain an active calendar of new client meetings and industry networking events.
- Develop and articulate a clear grasp of eDiscovery services.
- Make concise and compelling presentations to a variety of audiences; capture the attention and engagement of the most demanding and time-pressed audiences.
- Balance the need to close business quickly while concurrently working with clients consultatively to identify client needs and match them with service offerings.
- Work in partnerships with internal subject matter experts to capture and maximize revenue opportunities.
- Manage a healthy pipeline of opportunities from identification through close.
- Maintain an active calendar of new client meetings and industry networking events.
Essential Responsibilities
- Relativity
o Hold extensive knowledge on Relativity’s UI, and the concept, machine learning, and search capabilities
- Independent Contributor
o Proactively identify places to contribute to and drive process improvement
o Troubleshoots problems, identifies root causes, and enacts best path forward
o Implement complex Data Analytics workflows with no oversight
o Take ownership of large-scale complex projects, from beginning to end
o Directly lead complex or high-profile Technology Assisted Review projects
- Subject matter expert (SME) and Consultant
o Present to clients and internal teams as an SME on all analytics offerings
o Spot analytics opportunities and collaborate with other teams so that these opportunities
are not missed
o Apply SME knowledge to matters to identify workflows and solutions
o Communicate, Coordinate, and Implement solutions and workflows and effectively
communicate to project teams
o Advise internal teams on existing strategies, workflows, solutions and develop new ones
o Perform full project audits, as needed
Additional Responsibilities/Details
- Understand/Strategize corporate impact by understanding the business’ needs and tailor solutions that meet these needs as well as project needs
o Identify items such as workflows, client agreements, proposals that conflict with Consilio’s business interests and propose alternative solutions
- Enter metrics including billing time entry and culling metrics in line with team expectations
Network Architecture and Design:
- Lead the design and architecture of telecommunications networks, considering scalability, redundancy, security, and performance.
- Leads the definition and communication of architecture standards, guidelines, and statements of direction by providing expertise and guidance to engineers on designing and establishing architecture standards to ensure alignment with IT strategy and target architecture.
- Reviews, contributes to and approves architecture standards or controls that meet business needs.
- Develop and present comprehensive network design proposals to stakeholders, addressing business requirements and technical specifications.
- Knowledge of hybrid multi-cloud architecture, public cloud adoption framework, workload, and application cloud migration strategy.
- Provides expertise and shares an understanding of current capability gaps, architectural gaps, and market and industry trends that can be used to set future direction.
- Create and maintain documentation related to network configuration, mapping, processes, and service records.
- Develop, implement, and maintain policies, procedures, and associated training plans for network administration, usage, and disaster recovery.
- Deep knowledge of perimeter technologies such as Next Gen Firewall, Web Application Firewall (WAF), Global Server Load Balancing, DHCP, DNS, and SASE
- Able to translate complex technical information and implications in business-oriented language.
- Experience with enterprise Architecture Review Board and governance structure.
- Ensure infrastructure architecture framework (roadmaps, product life cycle, reference architecture) are established and put in place.
- Aid technology domains in driving operational excellence through the institution of agile processes and technologies to drive quick provisioning, accurate configurations, repeatable processes/implementations.
Telco Infrastructure Management:
- Design and manage core Telco network infrastructure, including routers, switches, load balancers, and other relevant hardware.
- Implement and maintain high-availability solutions to ensure uninterrupted service delivery to customers.
Protocols and Technologies:
- Proficiently work with Telco-specific protocols such as SIP, VoIP, MPLS, and BGP.
- Stay updated with emerging networking technologies, trends, and standards within the telecommunications industry.
- Experience with cloud services like AWS and Azure.
- Experience with orchestration tools, e.g., Ansible.
- Experience with VMware NSX-T, Network segmentation and security.
Network Security:
- Implement robust security measures to safeguard sensitive Telco data and prevent unauthorized access.
- Conduct regular security assessments and audits to identify vulnerabilities and recommend mitigation strategies.
Performance Optimization:
- Monitor network performance and proactively identify and resolve bottlenecks or performance issues.
- Fine-tune network configurations to optimize traffic flow and minimize latency.
Capacity Planning:
- Perform capacity planning and forecasting to ensure network resources meet current and future demands.
- Scale network infrastructure to accommodate increased office footprint, traffic, and user requirements.
Collaboration and Leadership:
- Collaborate closely with cross-functional teams, including senior network engineers, operations, support, and product development, to align network strategies with business goals.
- Mentor and guide junior network engineers, sharing expertise and knowledge.
Troubleshooting and Incident Management:
- Lead the troubleshooting of complex network issues, identifying root causes and implementing solutions to restore service promptly.
- Participate in on-call rotations to provide timely responses to critical incidents.
- Customer Satisfaction
- Service Level Agreements (SLAs): Ensure 15min response, follow-up and resolution SLAs are being met.
- Provide the highest level of customer service to further solidify relationship with Consilio’s COBALT customers by:
- Assistance with logging into the system, navigating the interface and performing specific tasks.
- Guidance on advanced features such as searching and exporting.
- Troubleshoot and resolve support issues.
- Have a passion for speaking to customers, with expertise in the following areas:
- Security awareness of caller/user identification and approval polices.
- Customer advocacy when collaborating with other teams and keeping the customer updated on resolution.
- Awareness of eDiscovery life cycle.
- Responsible for supporting the company’s Windows and Linux servers, Active Directory, Office 365, VMware virtual environment, and storage infrastructure.
- Ticket management and end to end ownership of tickets.
- Work closely with the other Infrastructure teams to improve SLAs, ticket resolution times, and gain knowledge of the company’s systems.
- Handle daily support for all areas of Infrastructure.
- Change request implementation for standard\common changes.
- Creation of new virtual machines, groups, user accounts.
- Monitor and handle access control to internal systems.
- Remediating security vulnerabilities and other findings as necessary.
- Monitor the ticket queue to ensure SLAs are met.
- Assist as necessary with any other assigned duties that may arise.
- Develop and articulate a clear grasp of eDiscovery services.
- Make concise and compelling presentations to a variety of audiences; capture the attention and engagement of the most demanding and time-pressed audiences.
- Balance the need to close business quickly while concurrently working with clients consultatively to identify client needs and match them with service offerings.
- Work in partnerships with internal subject matter experts to capture and maximize revenue opportunities.
- Manage a healthy pipeline of opportunities from identification through close.
- Maintain an active calendar of new client meetings and industry networking events.
Provide the highest level of customer service to further solidify the relationship with Consilio’s COBALT customers by:
- Assistance with logging into the system, navigating the interface and performing specific tasks.
- Guidance on advanced features such as searching and exporting.
- Troubleshoot and resolve support issues.
- Ensure service level agreements are consistently being met.
Have a passion for speaking to customers, with expertise in the following areas:
- Security awareness of caller/user identification and approval polices.
- Customer advocacy when collaborating with other teams and keeping the customer updated on resolution.
- Awareness of eDiscovery life cycle.
Business Partnering & Stakeholder Management:
- Serve as a strategic business partner to divisional leadership, providing financial insights, analysis, and recommendations to support strategic decision-making and achieve business objectives.
- Build and maintain strong relationships with cross-functional teams, including sales, operations, and marketing, to drive alignment and collaboration in achieving financial goals.
- Present financial updates, forecasts, and business insights to senior management and the Board of Directors, effectively communicating complex financial information in a clear and concise manner.
Pricing and Go-to-Market Strategy:
- Collaborate with sales and marketing teams to develop pricing strategies for products and services, ensuring alignment with market dynamics, competitive positioning, and value proposition.
- Conduct pricing analysis and sensitivity testing to optimize pricing structures, discounts, and promotions to maximize revenue and profitability.
Financial Strategy & Planning:
- Develop and execute financial strategies and plans aligned with the division's objectives and overall corporate goals.
- Lead the annual budgeting process, working closely with divisional leadership to establish financial targets and performance metrics.
- Drive the development of long-range strategic plans, financial forecasts, and scenario analyses to support informed decision-making and resource allocation.
Team Leadership & Development:
- Lead and mentor a high-performing finance team, fostering a culture of collaboration, innovation, and continuous improvement.
- Set clear performance expectations, provide coaching and feedback, and support the professional development and career growth of team members.
- Promote knowledge sharing, best practices, and process improvements to enhance the effectiveness and efficiency of the finance function.
Financial Analysis & Reporting:
- Prepare monthly financial reports, variance analysis, and key performance indicators (KPIs) to assess the business unit's performance against budget, forecast, and prior periods.
- Analyze product, customer, and market segment profitability to identify opportunities for revenue growth, cost optimization, and margin improvement.
- Provide ad-hoc financial analyses and decision support to business unit leaders to evaluate strategic initiatives, investment opportunities, and operational improvements.
Budget Management & Cost Control:
- Monitor and track actual performance against budget and forecast, identifying variances and working with business partners to understand root causes and implement corrective actions.
- Collaborate with cross-functional teams to develop and implement cost control initiatives, efficiency improvements, and process enhancements to drive profitability and operational excellence.
- Support the development of business cases and ROI analysis for capital expenditures, new product launches, and other strategic investments.
Financial Analysis & Reporting:
- Prepare monthly financial reports, variance analysis, and key performance indicators (KPIs) to assess the business unit's performance against budget, forecast, and prior periods.
- Analyze product, customer, and market segment profitability to identify opportunities for revenue growth, cost optimization, and margin improvement.
- Provide ad-hoc financial analyses and decision support to business unit leaders to evaluate strategic initiatives, investment opportunities, and operational improvements.
Budget Management & Cost Control:
- Monitor and track actual performance against budget and forecast, identifying variances and working with business partners to understand root causes and implement corrective actions.
- Collaborate with cross-functional teams to develop and implement cost control initiatives, efficiency improvements, and process enhancements to drive profitability and operational excellence.
- Support the development of business cases and ROI analysis for capital expenditures, new product launches, and other strategic investments.
- Effective communication. Whether working as a group or independently.
- Constant learning of new technologies
- Following a standard change control protocol.
- Creation and maintenance of documentation that covers automation implemented.
- Lifecycle management of the various components used within automation.
- Implementing new components, programs, and/or scripts for use within our automation platform.
- Project, task, and ticket management.
It would be better if you had:
- An understanding of enterprise class infrastructure..
- Preference for those with mid to enterprise scale data center topologies.
- Experience managing a vRealize Automation / Aria deployment., Catalog, Cloud Assembly, Orchestrator, Service Broker.
- Ability to read/write scripts - Preferred languages may include PowerShell, Python, JavaScript, and or Bash.
- Experience with VMWare PowerCLI and workflows.
- Basic understanding of VMWare specific concepts such as
- Clusters, DRS, Distributed Switches, Policies, SDDC, vROPs, vMotion, and Container Volumes.
- Knowledge in the following areas / concepts:
- Installing, configuring, troubleshooting, and performing maintenance of Linux Distributions and MS Window server products (MS Windows 2012 and above).
- Active Directory computer/user objects, DHCP, DNS, DHCP, group polices, and permissions.
- Enterprise storage systems, including, but not limited to, NFS, iSCSI, Fiber Channel, SMB.
- Data center operations.
- Experience in ticketing systems such as Service Desk, ServiceNow, Jira.
- Configuration and customization of UKG PRO (UltiPro) and similar platforms (examples: ATS, CRM) to support Consilio’s global business, payroll, Talent Management, Learning Management and benefit teams.
- Responsible for managing HRIS integrations with applications like Salesforce, NetSuite, and other internal applications.
- Responsible for supporting and driving to resolution any data issues with integration by working with enterprise architecture team and business teams.
- Provide HR System technical support for end users.
- Manage configuration including foundational elements, associations, business rules, picklists, etc.
- Liaise with other HR functions including Payroll, Learning, and Benefits to ensure platform is meeting their needs
- Ensure workflows, approvals, security set up, and notifications are operating as designed, and provide expertise on suggested improvements to support all business units
- Work with InfoSec and IT organizations to ensure compliance with data security and privacy requirements.
- Coordinate directly with vendors when technical issues arise to help resolve issues
- Supports HRIS upgrades, patches, testing and other technical projects as assigned
- Provides user training and hands-on support as required.
- Assess current system and utilization; identifies and recommends improvements such as training, customization, and enhancements to maximize value and efficiency of the HRIS.
- Work with other associated Technology functions and the integration team to support system feeds to connected systems.
Management of Projects:
- Providing end-to-end oversight of discovery matters and serving as primary client point of contact
- Providing expertise and consultative advice regarding data collections, processing, review workflows, analytics, and production/export deliverables
- Creating and maintaining project schedules, including defining activities, sequence, dependencies, work effort, duration and associated resource requirements
- Developing and managing relationships with internal teams
- Defining, communicating, implementing and monitoring quality standards on all project deliverables
- Planning and managing internal and external project communications, ensuring effective exchange of project information and deliverables
- Serving as expert on Consilio’s review platforms and proprietary offerings
- Forecasting, tracking and managing project budgets and invoices
- Successfully overseeing multiple, concurrent projects
- Generating and distributing reporting metrics for processed requests and KPI’s on a regular basis
- Developing strong client relationships through collaborative, consultative service
