Job title : Senior Technical Account Manager EMEA (all genders)
Work location : Germany or Lithuania / remote with regular business travel (10%)
Who are we, and what do we do?
Onit is a global leader in enterprise workflow solutions for legal, compliance, sales, IT, HR, and finance departments. With Onit, companies can transform best practices into smarter workflows, better processes, and operational efficiencies. Onit focuses on enterprise legal management, matter management, spend management, contract lifecycle management, and legal holds, transforming how global Fortune 500 companies and legal departments bridge the gap between systems of record and systems of engagement.
Position Summary
Onit is seeking an experienced Senior Technical Account Manager (all genders), full-time for our EMEA region, based in Germany or Lithuania (remote with up to 10% business travel).
The successful candidate will serve as an advocate and escalation manager for their assigned customer accounts, ensuring delivery of a world-class customer support and services experience. Partnering with global Onit teams (Account Management, Customer Success, Support, Services, Product), this role involves being the technical and subject matter expert of the Onit platform, advising customers and account teams during escalations, and identifying opportunities for platform enhancements. The role also includes assisting in renewals and mentoring/supporting Technical Solutions Specialists and Support Specialists.
Responsibilities and Duties
The Technical Account Manager will:
1. Be the technical and subject matter expert on Onit's platform solutions, services, processes, and customer-specific configurations to advise and recommend solutions effectively.
2. Navigate internal processes efficiently to meet customer and account team goals.
3. Identify potential issues proactively, assess technical feasibility, set expectations, and propose resolutions.
4. Manage support escalations, communicate status updates, and analyze root causes.
5. Lead scheduled technical support calls with customers as needed.
6. Prioritize issues for appropriate teams, ensuring visibility and resolution, and facilitate communication between customers and internal teams.
7. Advocate for customers by providing feedback on trends and suggesting improvements.
8. Document customer configurations and commitments.
9. Handle additional responsibilities related to technical consulting, escalations, and support projects.
10. Provide guidance and coaching to colleagues.
11. Participate in special projects as assigned.
Skills and Qualifications
* 7+ years of customer-facing technical account management, support, or service experience.
* 5+ years of project management experience with deliverables and timelines.
* Bachelor’s Degree in Information Systems, Computer Science, or related field is a plus.
* Based in Germany or Lithuania.
* Excellent written and verbal communication skills in German and English.
* High emotional intelligence (EQ): self and social awareness.
* Calm and patient under pressure, managing multiple projects and deadlines.
* Ability to build rapport and credibility with teams and customers.
* Willingness to learn new technologies.
* Strong troubleshooting and reverse engineering skills.
* Self-managed with a growth mindset and openness to learning from failures.
What We Offer
* Opportunities for professional and personal development.
* A responsible and versatile role in a growing international company.
* A motivating team environment with flat hierarchies.
* Competitive salary, bonus, and benefits such as paid parental and caregiver leave, and a minimum of 28 days off depending on location.
Interested in this career step?
We look forward to your application, including salary expectations, a brief cover letter, and your resume.
By applying, you agree to the processing of your personal data in accordance with EU-DSGVO regulations.
#J-18808-Ljbffr