Associate Director, Technical Accounts

At Epiq, your work contributes to complex, global legal outcomes. You’ll join a values‑driven community where integrity guides decisions, relentless service sets the bar, and we thrive on big challenges together. We invest in your growth with enterprise‑wide learning and mobility. We celebrate who you are, and we respect life beyond work with flexibility that’s recognized externally. Enabled by modern platforms and AI, you’ll do the most meaningful work of your career and see your impact at scale.

Job Description:

Job Summary

Epiq is seeking an experienced, client-focused Associate Director - Technical Accounts, to serve as a trusted technical and strategic advisor to Cloud Managed Services clients.

This role combines strong eDiscovery and Relativity expertise with strategic thinking, independent judgement, ownership, and consultative client leadership. The Associate Director, Technical Accounts, is expected to look beyond individual requests and technical issues to understand the client's underlying objectives, business drivers, risks, and broader technology ecosystem.

The successful candidate will proactively recognise situations requiring greater attention, independently manage complex client challenges, and help clients understand the implications and trade-offs associated with potential solutions. Rather than simply executing a client's request, they will seek to understand what the client is trying to achieve and help determine the best path to that outcome.

This role requires previous hands-on Relativity administration experience (RCA) and the ability to apply that technical foundation to complex client environments. Equally important is the ability to quickly learn about a client's business and technology environment and translate technical knowledge into practical recommendations and measurable client value.

Essential Responsibilities

Strategic Client Leadership

• Build trusted-advisor relationships with key client stakeholders and serve as a senior technical point of contact.
• Understand client objectives, business drivers, technical environments, and service commitments to provide recommendations aligned with the broader client ecosystem, not simply the issue immediately presented.
• Proactively identify complex, sensitive, or high-impact situations requiring senior attention and take ownership without waiting for direction.
• Confidently lead difficult client conversations, constructively challenge assumptions where appropriate, and manage differing stakeholder priorities.
• Recognize when escalation or specialist expertise is required and provide clear context, analysis, and recommendations.

Consultative & Technical Leadership

• Seek to understand the business outcome behind a client's request before recommending or pursuing a solution.
• Apply hands-on Relativity and eDiscovery experience to troubleshoot complex technical and operational challenges.
• Evaluate proposed solutions for broader implications, including technical risk, architecture, cost, service levels, contractual obligations, and client operations.
• Explain technical options, risks, dependencies, and trade-offs clearly to both technical and non-technical stakeholders.
• Provide practical recommendations informed by experience across eDiscovery environments and use cases.
• Engage and coordinate Epiq subject-matter experts when specialized knowledge is required.

Service Ownership & Continuous Improvement

• Take end-to-end ownership of significant client issues, coordinating Epiq teams and maintaining clear client communication through resolution.
• Identify recurring incidents, root causes, service gaps, and opportunities for preventative improvement.
• Monitor client satisfaction and service performance and proactively address emerging risks.
• Identify opportunities to improve processes, configurations, working practices, and adoption of Epiq services.
• Help move client relationships from reactive issue resolution toward proactive technical account management and continuous improvement.

Team & Practice Contribution

• Provide guidance to Technical Account Managers on complex client and technical situations.
• Share technical knowledge, effective approaches, and lessons learned across the Technical Accounts team.
• Support the development of consistent service practices, documentation, and reusable resources.
• Contribute to the development of less experienced team members in a non-management capacity.

Cloud Technology & Learning Agility

• Experience working with cloud-based platforms or services, particularly Microsoft Azure, Amazon Web Services (AWS), or SaaS environments, is preferred but not required.
• Understand, or demonstrate a strong willingness to learn, core cloud concepts including identity and access management, security, storage, networking, integrations, resilience, and cost management.
• Develop an understanding of how cloud architecture and configuration decisions can affect security, performance, availability, cost, and the overall client experience.
• Demonstrate curiosity and learning agility by quickly developing knowledge of unfamiliar technologies and applying that knowledge to client challenges.
• Work effectively with cloud engineers and other technical specialists, translating technical considerations into practical risks, options, and recommendations for clients.

Essential Experience & Capabilities

• Previous hands-on Relativity administration experience, including troubleshooting, QA/QC, and problem solving; RCA or higher certification required.
• Strong experience in eDiscovery, litigation support, legal technology, information governance, Technical Account Management, Customer Success, or Professional Services.
• Demonstrated ability to independently manage complex client relationships, issues, and stakeholder groups.
• Strong strategic and commercial judgment, with the ability to connect technical decisions to client business objectives and broader organizational impacts.
• Demonstrated ownership and initiative, including the ability to recognize what requires attention without relying on constant direction.
• Strong consultative problem-solving skills, including the ability to identify the objective behind a request rather than simply executing the requested solution.
• Confidence handling challenging or sensitive client conversations and constructively challenging assumptions where appropriate.
• Ability to rapidly learn unfamiliar client environments and apply previous experience to new situations.
• Experience supporting corporate legal departments, law firms, professional services organizations, or other complex regulated environments.

What Sets This Role Apart

This is not simply a more experienced Technical Account Manager. The differentiator is judgment and approach.

A successful Associate Director, Technical Accounts, will:

• See the bigger picture and understand how individual decisions affect the client's wider technology and business environment.
• Take ownership instinctively, recognizing which situations require greater attention and acting before being asked.
• Understand the goal before proposing the solution, ensuring activity addresses what the client is actually trying to achieve.
• Confidently advise and challenge clients, rather than simply executing requests.
• Turn technical expertise into client value, applying experience, judgment, curiosity, and continuous learning to improve outcomes.

Must be authorised to work in Australia for any employer.

#LI-JM1 #LI-Remote

Epiq Leadership Compass

Builds Talented Teams

Builds and develops inclusive, high-performing teams aligned to strategic goals for exceptional talent and business results.

• Focus on employee engagement

• Build a strong talent pipeline

Fosters Relationships & Collaboration

Builds trust and alignment through open communication, shared goals, and strong partnerships to drive collective success.

• Build trust-based partnerships

• Nurture long-term relationships

• Remove collaboration barriers

• Celebrate cross-team success

Engages & Influences

Inspires action and alignment through clear communication, purposeful influence, and a compelling vision.

• Use storytelling to build buy-in

• Align communication with organizational goals

• Guild alignment through strong engagement

Maximizes Performance

Sets and reinforces performance standards that drive results, ensure accountability, and align with Epiq’s goals.

• Use data to identify improvement opportunities

• Make informed decisions

• Align team goals with boarder strategy

• Empower teams to manage their own goals

• Translate vision into clear priorities

• Prepare for disruptions with strong change management

Achieves Operational Success

Drives continuous improvement and operational excellence through smart processes, data insights, and quality execution.

• Improve workflows for team efficiency

• Use clear documentation and expectations

• Resolve issues quickly using data and feedback

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.