Jobs in Hamburg, United States

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 specializes in 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 assigned customer accounts, ensuring a world-class customer support and service experience. Collaborating with global 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 on escalations and new opportunities. 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, and processes, understanding customers’ current solutions and future needs to advise effectively.
2. Navigate internal processes efficiently to meet customer and team goals.
3. Identify potential issues proactively, assess technical feasibility, and set proper expectations with solutions or plans.
4. Resolve support escalations promptly, communicate statuses, and analyze root causes.
5. Manage scheduled technical support calls with customers.
6. Prioritize issues for appropriate teams, ensuring visibility and resolution, and facilitate communication.
7. Advocate for the customer to drive improvements, providing feedback on trends and issues.
8. Document customer configurations and commitments as needed.
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 in customer-facing technical account management, support, or service roles.
• 5+ years in project management or working 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, maintaining awareness of self and others.
• Calm and patient under pressure, managing multiple projects and timelines.
• Ability to build rapport and credibility with teams, peers, and customers.
• Willingness and aptitude to learn new technologies.
• Proficient troubleshooting and reverse engineering skills.
• Self-managed and open to learning from failures.

We offer you

• Opportunities for professional and personal development.
• A responsible, versatile role within a growing international company.
• A positive atmosphere in a motivated, highly qualified team with flat hierarchies.
• Attractive salary package including a company bonus and benefits like paid parental leave (up to 10 weeks), paid caregiver leave (up to 3 weeks), and a minimum of 28 days off depending on location.

Interested in this career step?

We look forward to receiving your application, including your salary expectations, a short cover letter, and resume.

By applying, you agree to the processing of your personal data in accordance with EU GDPR regulations, necessary for the employment decision with Onit Inc. / www.onit.com