Description
Epiq is seeking a client-focused eDiscovery Senior Technical Account Manager to act as a trusted advisor to Cloud Managed Services clients.
The successful candidate will bring experience from eDiscovery/Electronic Discovery, legal technology, information governance or litigation support combined with strong stakeholder management and consultative relationship-building skills.
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 expand and optimise client use of Epiq's solutions.
Qualifications & Experience
- Bachelor's degree or equivalent professional experience in Information Technology, Legal Technology, Business, Information Governance, or a related field.
- Previous Administration level with Relativity acting as a troubleshooter, QA, QC, problem solver directly with clients or in-house.
- 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 Nuix, Everlaw, Reveal, DISCO, Brainspace, Microsoft Purview, or similar solutions in the market.
- 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 and other alternative legal services.
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