We’re thrilled to welcome Kandy Chouinard as the newest Senior Director of Enterprise Account Operations for the Global Business Transformation team at Epiq. With more than 25 years of experience leading complex client relationships, she knows that true partnership comes from consistency, trust, and anticipating client needs before they arise. A certified PMP, Kandy has driven large-scale implementations and helped organizations strike the right balance between quality, cost, and innovation — acumens she’s now bringing to Epiq.

“Proactive service isn’t about reacting faster — it’s about anticipating what’s next.” – Kandy Chouinard

We sat down with Kandy to talk about her career journey, how client expectations are evolving, and why she believes a collaborative, people-first approach sets the stage for lasting transformation.

Kandy, welcome to Epiq! What drew you to join our team at this stage in your career?

I was drawn to the commitment Epiq has to relentless service and strong client relationships. That mission aligns closely with my values and the way I’ve built my career. What really stood out is the emphasis Epiq places on people, both the clients we serve and the colleagues we work with. That people-first mindset creates a culture I want to be part of. I’m also excited by the professional development opportunities here and the collaborative environment, which is exactly what I was looking for in a long-term role.

You’ve got more than 25 years of experience leading complex client relationships. What lessons have you learned about building trust and sustaining long-term partnerships?

Trust grows through consistent, meaningful engagement. It’s not enough to show up during renewals or when an issue comes up. Clients notice the everyday follow-through, the deadlines met, and the quality that never slips. Strong partnerships are built on a shared vision. When both sides set clear objectives and milestones that extend beyond the immediate project, it creates stability and long-term success.

How have you seen client expectations evolve over the past decade in areas like administrative support, project management, or outsourcing solutions?

Expectations have shifted dramatically. Clients want more than reliable execution; they’re looking for partners who anticipate needs, introduce innovation, and integrate technology into their solutions. Service has become about foresight and adaptability—creating efficiencies that align directly with client business goals.

From your perspective, what are the biggest challenges firms face today in balancing quality, cost, and innovation in their support models?

Balancing those three priorities is an ongoing challenge. Firms face constant cost pressures, yet quality can’t be compromised. The rise of AI has added another layer. Real opportunity lies in using innovation thoughtfully while keeping relationships and people at the center of the model.

What excites you most about the approach Epiq takes to client service and transformation?

Epiq focuses on strategic partnerships and that really resonates with me. It’s not just about delivering a service; it’s about building solutions that grow and evolve with the client. That long-term, collaborative approach is what sets Epiq apart and makes transformation possible.

Given your background in large-scale implementations, what opportunities do you see for Epiq to continue innovating and differentiating in the market?

The biggest opportunity lies in expanding AI-driven and data-powered solutions tailored to each client. Pairing that with the deep Epiq expertise in client service creates exceptional, measurable results. That combination—technology plus trusted partnership—is where true differentiation happens.

What advice would you give to younger professionals building a career in client service and project management?

Master time management, develop strong interpersonal skills, and stay adaptable. Results matter more than perfection, so learn to prioritize and communicate clearly. If you can stay flexible and client-focused, you’ll always be prepared for the unexpected, and that’s what makes someone invaluable in this industry.

Closing Note

We are thrilled to welcome Kandy to the Epiq family. Her depth of experience, leadership skills, and client-first approach will strengthen our ability to deliver innovative and trusted solutions to clients across the globe.