Technical Account Manager

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