Technical Account Manager

At Epiq , your work contributes to complex, global legal outcomes. You’ll join a values‑driven community where integrity guides decisions, relentless service sets the bar, and we thrive on big challenges together. We invest in your growth with enterprise‑wide learning and mobility. We celebrate who you are, and we respect life beyond work with flexibility that’s recognized externally. Enabled by modern platforms and AI, you’ll do the most meaningful work of your career and see your impact at scale.

Job Description:

Job Summary

Epiq is seeking a client-focused Technical Account Manager to act as a trusted advisor to our Cloud Managed Services clients. This role is responsible for building strategic client relationships, driving customer success, and managing technical support to a select group of clients.

The successful candidate will bring experience from eDiscovery, legal technology, information governance, litigation support, or a related field, combined with strong stakeholder management and consultative relationship-building skills. Whilst a background working with industry-leading platforms such as Relativity, Nuix, Azure, AWS, Reveal, Microsoft Purview, or similar technologies is highly desirable, this role is focused on strategic guidance, solution adoption, client engagement, and business outcomes rather than day-to-day platform administration.

Essential Responsibilities

Client Relationship Management

Develop and maintain trusted advisor relationships with key client stakeholders.

Act as the primary point of contact for assigned accounts, ensuring a high level of customer satisfaction.

Understand client objectives and business drivers to identify opportunities for continuous improvement and long-term partnership growth.

Lead regular client reviews and provide strategic recommendations aligned to business goals.

Strategic & Technical Consultation

Provide consultative guidance on eDiscovery, legal technology, information governance, and data management best practices.

Translate technical concepts into practical business solutions for both technical and non-technical audiences.

Collaborate with internal delivery, product, engineering, and operational teams to support successful client outcomes.

Assist clients in maximising adoption and value from Epiq's technology solutions and services.

Stakeholder Management

Build strong working relationships across legal, compliance, information governance, cybersecurity, data, and IT teams.

Partner with law firms, corporate legal departments, and business leaders to understand evolving requirements and challenges.

Facilitate effective communication between stakeholders and technical delivery teams.

Service Delivery & Customer Success

Monitor account health, customer satisfaction, and service performance.

Coordinate the resolution of escalated technical and service-related issues.

Support quality assurance, testing, and continuous service improvement initiatives.

Identify opportunities to and optimise client use of Epiq's solutions.

Qualifications & Experience

Education

Bachelor's degree or equivalent professional experience in Information Technology, Legal Technology, Business, Information Governance, or a related field.

Experience

Experience within Technical Account Management, Customer Success, Professional Services, eDiscovery, Litigation Support, Legal Technology, or Information Governance.

Experience working with corporate legal departments, law firms, compliance functions, or professional services organisations.

Demonstrated success managing complex client relationships and multiple stakeholder groups.

Experience supporting clients within highly regulated industries.

Strong understanding of consultative client engagement and solution-based relationship management.

Preferred Technical Knowledge

Familiarity with eDiscovery and legal technology platforms such as Relativity, Nuix, Everlaw, Reveal, DISCO, Brainspace, Microsoft Purview, or similar solutions.

Understanding of the Electronic Discovery Reference Model (EDRM) and associated legal technology workflows.

Awareness of cloud technologies and SaaS environments, including Microsoft Azure and AWS.

Knowledge of information governance, compliance, data privacy, and regulatory considerations.

Skills & Competencies

Strategic relationship management

Stakeholder engagement and influencing skills

Consultative problem solving

Client service and customer success

Commercial awareness

Communication and presentation skills

Project coordination and organisation

Analytical thinking and decision making

Collaboration and teamwork

Preferred Certifications

Microsoft Azure Fundamentals (AZ-900)

AWS Certified Cloud Practitioner

Certified E-Discovery Specialist (CEDS)

Relativity certifications

Technical Account Management or Customer Success certifications

The Compensation range for this role is $130,000 AUD up to $150,000 AUD annually and may be eligible for an annual bonus. This will be based on your background and skills alignment with the role.

Must be authorised to work in Australia for any employer.

#LI-JM1 #LI-Remote

Your specific salary will be determined based on several factors:

Location-based market rate for the role

Your abilities in relation to the job specification

Performance during screening and interview

Pay parity with the wider team in the considered location

Further details about the package will be provided during the initial screening call with the Talent Acquisition Team.

Epiq Leadership Compass

Fosters Relationships & Collaboration

Builds trust and alignment through open communication, shared goals, and strong partnerships to drive collective success.

Build trust-based partnerships

Nurture long-term relationships

Remove collaboration barriers

Celebrate cross-team success

Engages & Influences

Inspires action and alignment through clear communication, purposeful influence, and a compelling vision.

Use storytelling to build buy-in

Align communication with organizational goals

Guild alignment through strong engagement

Maximizes Performance

Sets and reinforces performance standards that drive results, ensure accountability, and align with Epiq’s goals.

Use data to identify improvement opportunities

Make informed decisions

Align team goals with boarder strategy

Empower teams to manage their own goals

Translate vision into clear priorities

Prepare for disruptions with strong change management

Achieves Operational Success

Drives continuous improvement and operational excellence through smart processes, data insights, and quality execution.

Improve workflows for team efficiency

Use clear documentation and expectations

Resolve issues quickly using data and feedback