Technical Account Manager

7 months ago


Sydney, Australia Epiq Systems, Inc. Full time

It's fun to work at a company where people truly believe in what they are doing

**Job Description**:
This is a key, client-facing role within EPIQ’s cloud services organization. The TAM is the primary liaison between the client and key cross functional areas in the organization (both technical and business) that achieve the client’s desired outcomes. A successful TAD will be able to help clients get the most value out of their contracted services while representing the Voice of the Client to the business. The TAM responds in an immediate, professional and consultative manner to all requests and challenges posed by the client.

The TAM will interact with clients directly via a variety of channels, and ensure that client related activities are being managed correctly and all customer issues are being dealt with appropriately.

Primary duties:

- Lead the onboarding of new clients, technologies, and services with an effective program
- Model and foster on point front line communication with clients
- Executive level reporting
- Operational level communication and coordination
- Provide best-practices advice by bringing the appropriate people from the business into discussions
- Assume ownership of client issues
- Escalate issues to the appropriate internal teams
- Track and drive issue resolution end to end
- Monitor client satisfaction and identify and drive client satisfaction improvement opportunities
- Collect prompt and accurate feedback from clients
- Coordinate efforts across the business in order to remove friction from the client experience
- Document processes for the client and ensure that best practices are being utilized
- Advocate for clients while being a central point of escalation, for example: testing, audit, upgrades/downgrades, new capabilities
- Understand the client environment and tech stack, as well as future workloads so that the technology is properly prepared and scaled for the client’s workload demand
- Ongoing client Capacity management review
- Understand the client’s business and operational needs, and convert into innovative solutions to customer requirements
- Regularly evaluate technologies and services
- Identify opportunities for upsell and service expansion
- Works with the business and technology to lead coordination efforts as needed
- Ensure clients are utilizing EPIQ services in the most effective and efficient manner, driving positive business outcomes for the client
- Collaboration with FinOps to continuously optimize costs and profitability
- Assist Sales with feedback and quotes for services
- Work with operational teams to ensure contractual SLAs are monitored and adhered to
- Coordinate with traditional service delivery teams when required
- Participate in Incident response/Event Management
- Coordinate RCA’s and responses when necessary
- Participate in regular business reviews internally and with the client
- Coordinate maintenance and production environment changes with the client
- Provide feedback to the business to address challenges or to improve product/service enhancements

Basic Qualifications:

- Bachelor’s Degree in Computer Science, or related discipline required, or equivalent work experience
- Experience in client faced technical roles at a service provider
- Experience in executive level technical presentation and communication
- Ability to think creatively and strategically in support of client demands

Preferred Qualifications:

- External enterprise customer-facing experience
- Technical skills and acumen
- Strong oral and written communication skills, presenting to both large and small audiences
- Experience in a 24x7 operational services or support environment
- Experience with AWS or Azure services and/or other cloud offerings
- Ability to travel 10-25% as needed

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us



  • Sydney, Australia Okta Full time

    **Get to know Okta** Okta is The World's Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security...


  • Sydney, Australia Okta Full time

    **Get to know Okta** Okta is The World’s Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security...


  • Sydney, Australia Mindbody Full time

    We're revolutionizing the fitness & wellness industry, and we're looking for talented people to help us do it. Mindbody + ClassPass bring together the best of both sides of the market: Mindbody is the industry's most trusted all-in-one technology platform; ClassPass is one of the most popular apps for fitness & self-care enthusiasts. Together we're...


  • Sydney, Australia Stripe Full time

    Technical Account Manager **Who we are** **About Stripe** Stripe is a financial infrastructure platform for businesses. Millions of companies-from the world's largest enterprises to the most ambitious startups-use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet,...


  • Sydney, Australia CommScope Full time

    This role requires a focus on creating technical designs, which lead to successful sales delivery achieving revenue quotas. Along with strong technical support for both internal sales and functionals teams, you will be expected to lead end-user customer engagement, presenting tailored technical solutions working closely with the internal sales teams to...


  • Sydney, Australia Rippling Full time

    **About Rippling** Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system. Take onboarding, for...


  • Sydney, Australia CommScope Full time

    With a primary focus on creating and executing strategic sales plans to achieve revenue targets and drive growth within regional accounts, along with technical engagement and support for internal and external customers you will be expected to lead customer engagements, present tailored solutions, and work closely with internal teams to deliver products that...


  • Sydney, Australia Rippling Full time

    **About Rippling** Rippling is the first way for businesses to manage all of their HR & IT—payroll, benefits, computers, apps, and more—in one unified workforce platform. By connecting every business system to one source of truth for employee data, businesses can automate all of the manual work they normally need to do to make employee changes. Take...


  • Sydney, Australia Robert Half Full time

    Newly created role for a Technical Account Manager to work for a global SaaS provider. Base + Super + Bonus + Health Insurance + Benefits! Newly created role for a Technical Account Manager to work for a global SaaS provider. You will work with Enterprise and SME clients, working with them from the initial onboarding to ongoing adoption, assisting the...


  • Sydney, Australia Fortinet Full time

    Location: Australia (Sydney) Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamic Technical Account Manager to...


  • Sydney, Australia First Focus Full time

    We are currently looking for one outstanding Technical Account Manager (TAM) to join our expanding team. TAMs at First Focus combine their deep **technical** skills and experience in systems administration with a desire to provide genuine customer service and deliver pre-sales **consulting**. It's a perfect role for anyone looking for variety, challenges and...


  • Sydney, Australia Fortinet Full time

    Location: Australia (Sydney) Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamic Technical Account Manager to...


  • Sydney, New South Wales, Australia NICE Full time

    Role Overview: At NICE, we are seeking a Senior Technical Account Manager to act as a strategic advisor and primary point of contact for key customer accounts.About the Role: The Senior Technical Account Manager will develop and maintain deep, long-term partnerships with customers, understanding their business needs, strategic goals, and challenges. They...


  • Sydney, Australia h2o.ai Full time

    **About This Opportunity** H2O.ai is at the forefront of the rapidly evolving MLOps landscape. We're leveraging MLOps to transform machine learning models from isolated, engineer-specific tools into robust, cloud-native services that are scalable and consistently available. Our approach is firmly rooted in Kubernetes, positioning our team at the cutting...


  • Sydney, Australia Splunk Full time

    Splunk is here to build a safer and more resilient digital world. The world's leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. While customers love our technology, it's our people that make Splunk stand out as an amazing career destination and why we've won so many awards as the best...


  • Sydney, Australia Salesforce Full time

    Job Category Customer Success Job Details **About Salesforce** We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your...


  • Sydney, Australia Hatch Full time

    ** This role is at Adobe (not for Hatch)** Hatch is supporting Adobe to find a great Technical Account Manager to join their Sales and Customer Success team. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like Adobe. **About the role at Adobe** The...


  • Sydney, Australia Janison Full time

    **About the Role** The Technical Account Manager (TAM) at Janison plays a pivotal role in ensuring the successful implementation and continuous support of Janison's assessment solutions for clients. They serve as the primary technical contact for clients, collaborating closely to understand their technical requirements and ensuring that Janison's solutions...


  • Sydney, Australia Stripe Full time

    Technical Account Manager (AUNZ) **Who we are** **About Stripe** Stripe is a financial infrastructure platform for businesses. Millions of companies-from the world's largest enterprises to the most ambitious startups-use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the...


  • Sydney, Australia Netskope Full time

    **About Netskope**: Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security. **About the...