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Job Description:

***working hours from Thursday to Monday OR Friday to Tuesday***

.....................(so you must be able to work weekends)..................

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 programModel and foster on point front line communication with clientsExecutive level reportingOperational level communication and coordinationProvide best-practices advice by bringing the appropriate people from the business into discussionsAssume ownership of client issuesEscalate issues to the appropriate internal teamsTrack and drive issue resolution end to endMonitor client satisfaction and identify and drive client satisfaction improvement opportunitiesCollect prompt and accurate feedback from clientsCoordinate efforts across the business in order to remove friction from the client experienceDocument processes for the client and ensure that best practices are being utilizedAdvocate for clients while being a central point of escalationFor example:  testing, audit, upgrades/downgrades, new capabilitiesUnderstand 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 demandOngoing client Capacity management reviewUnderstand the client’s business and operational needs, and convert into innovative solutions to customer requirementsRegularly evaluate technologies and servicesIdentify opportunities for upsell and service expansionWorks with the business and technology to lead coordination efforts as neededEnsure clients are utilizing EPIQ services in the most effective and efficient manner, driving positive business outcomes for the clientCollaboration with FinOps to continuously optimize costs and profitabilityAssist Sales with feedback and quotes for servicesWork with operational teams to ensure contractual SLAs are monitored and adhered toCoordinate with traditional service delivery teams when requiredParticipate in Incident response/Event ManagementCoordinate RCA’s and responses when necessaryParticipate in regular business reviews internally and with the clientCoordinate maintenance and production environment changes with the clientProvide 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 experienceExperience in client faced technical roles at a service providerExperience in executive level technical presentation and communicationAbility to think creatively and strategically in support of client demandsNeed to have eDiscovery experience

Preferred Qualifications:

External enterprise customer-facing experienceTechnical skills and acumenStrong oral and written communication skills, presenting to both large and small audiencesExperience in a 24x7 operational services or support environmentExperience with AWS or Azure services and/or other cloud offeringsAbility to travel 10-25% as needed

#LI-MC1

#LI-REMOTE

The Compensation range for this role is 69,507.00 - 139,012.80 USD annually and may be eligible for an annual bonus. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications.

Click here to learn about Epiq's Benefits.

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

It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request.  Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.