eDiscovery Technical Account Manager

About the Role

At Epiq, you will contribute to complex global legal outcomes as part of a community driven by integrity, exceptional service, and collaboration on challenging projects. We support personal and professional growth with extensive learning opportunities and flexibility that honors life outside work. Leveraging advanced platforms and AI, this is a chance to undertake meaningful work with broad impact.

Job Summary

We are looking for a client-oriented eDiscovery Technical Account Manager to serve as a trusted consultant for our Cloud Managed Services clientele. This position focuses on forging strategic client relationships, enhancing customer success, and overseeing technical support for specific clients. Practical experience and knowledge of Relativity administration is essential, though the role emphasizes strategic advice and client engagement rather than daily platform management.

Key Responsibilities

• Establish and nurture trusted advisor partnerships with key stakeholders in client organizations.
• Serve as the main contact for assigned accounts, ensuring high customer satisfaction.
• Comprehend clients' business goals to spot opportunities for improvement and growth.
• Lead regular client meetings offering strategic advice aligned with their objectives.
• Offer expert consultative guidance on eDiscovery, legal technology, and data governance practices.
• Explain technical subjects as actionable business solutions for diverse audiences.
• Collaborate with internal teams across delivery, product, engineering, and operations to ensure client success.
• Help clients maximize the value of Epiq’s technology offerings.
• Develop strong relationships across legal, compliance, information governance, cybersecurity, data, and IT teams.
• Engage with law firms, corporate legal, and business leaders to understand evolving needs.
• Facilitate clear communication between client stakeholders and technical delivery units.
• Monitor account health, satisfaction, and service quality.
• Oversee prompt resolution of elevated technical or service issues.
• Support efforts in quality assurance, testing, and continuous service improvements.
• Identify potential expansions and optimizations of client solution use.

Required Qualifications & Experience

• Bachelor’s degree or equivalent experience in IT, Legal Technology, Business, Information Governance, or related disciplines.
• Prior Relativity administration experience including troubleshooting, quality assurance, and problem solving directly with clients or internally.
• Experience in Technical Account Management, Customer Success, Professional Services, eDiscovery, Litigation Support, or Legal Technology.
• Background working with corporate legal, law firms, compliance teams, or professional services organizations.
• Proven ability managing complex client relationships involving multiple stakeholders.
• Comfort working within highly regulated sectors.
• Strong skills in consultative client engagement and solution-focused relationship management.

Preferred Technical Expertise

• Knowledge of eDiscovery/legal technology platforms such as Nuix, Everlaw, Reveal, DISCO, Brainspace, Microsoft Purview, or similar.
• Familiarity with the Electronic Discovery Reference Model (EDRM) and relevant workflows.
• Understanding of cloud technology platforms including Microsoft Azure and AWS.
• Awareness of information governance, compliance, data privacy, regulatory demands, and alternative legal services models.

Skills and Competencies

• Strategic relationship development and management.
• Stakeholder engagement and persuasive communication.
• Consultative problem-solving capabilities.
• Customer service and client success orientation.
• Commercial insight and awareness.
• Effective communication and presentation abilities.
• Project management and organizational skills.
• Analytical reasoning and decisive judgment.
• Team collaboration and partnership building.

Certifications (Preferred)

• Microsoft Azure Fundamentals (AZ-900).
• AWS Certified Cloud Practitioner.
• Certified E-Discovery Specialist (CEDS).
• Relativity certifications such as RCA, RCE, RCM or currently pursuing them.
• Certifications in Technical Account Management or Customer Success.

Additional Information

Candidates must be authorized to work in Australia for any employer.

Salary will be determined based on location market rates, candidate qualifications, interview performance, and consistency with the team’s pay structure. Details will be provided during the initial screening stage.

Equal Opportunity Employer Statement

We are committed to hiring without regard to protected characteristics including but not limited to race, religion, gender identity, sexual orientation, disability, or veteran status. Assistance and accommodations are available upon request during the application process. Employment consideration includes qualified candidates with arrest or conviction records where applicable.