Lead Technical Account Manager - ediscovery

Posting Type

Remote, Hybrid

Job Overview

The Technical Account Management Team proactively supports our customers in meeting their goals and overcoming any technical challenges encountered using the Relativity suite of products. As a member of the Technical Account Management Team, the lead Technical Account Manager (TAM) works proactively with our customers to ensure strong outcomes with key customer projects, goals, and KPIs.

The TAM is responsible for developing an account plan and strategy for leveraging the Relativity platform to achieve the customers' desired objectives. The TAM performs ongoing technical account oversight and manages the technical relationship with the customer. In this role you will be required to work cross-functionally and apply critical thinking skills to solve problems and guide internal stakeholders to appropriate solutions for our business and customers.

This role requires prior Relativity experience.

Job Description and Requirements

Role Responsibilities

Develop a strong understanding of projects impacting your service area and ensuring service impact is minimized

Help guide the resolution of critical customer incidents

Lead technical success plans to ensure customers have a positive and successful experience using Relativity

Be accountable for the quality of Service provided; ensuring future demand from growth and projects is understood and factored into capacity planning for customers

In the role of an SME, work collaboratively with cross-functional teams to enhance the product and create a better customer experience across multiple verticals

Drive internal service review meetings covering performance, service improvements, quality, and process

Partner with other senior level team members in Product, and Engineering as needed to troubleshoot and resolve customer incidents

When interacting with our customers, take the initiative to provide the best practices on the use of Relativity

Maintain the flexibility to work other time frames as needed or requested

Commitment to and consistent demonstration of core company values

Contribute to and follow Knowledge-Centered Support (KCS) processes and best practices

Exhibit subject matter expert (SME) knowledge in Relativity

Preferred Qualifications

10+ years of technical experience working with Relativity products in a customer facing role

Proven experience with SQL and Windows platform, and/or experience troubleshooting complex technical issues across the enterprise.

Strong written and verbal communication skills

Ability to work efficiently under pressure, drive projects to completion and meet deadlines.

Ability to manage multiple projects simultaneously and prioritize based on company and team objectives.

Meticulous attention to detail.

Experience working in a SaaS, IaaS and/or Hybrid environments

Experience with and knowledge of e-discovery industry and products.

ITIL Certification

Relativity Expert/Master certification

Relativity is committed to competitive, fair, and equitable compensation practices.

This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives.

The expected salary range for this role is between following values:

$117,000 and $175,000

The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.