Technical Account Manager - Ediscovery Solutions

Job Overview

The Technical Account Management Team plays a crucial role in ensuring our customers achieve their objectives while effectively using the Relativity suite of products. As a Technical Account Manager (TAM), you will proactively support our customers, guiding them through technical challenges and enhancing their overall experience.

In this role, you will develop a strategic account plan that leverages the Relativity platform to help customers attain their goals. You will oversee technical relationships, tackle critical customer incidents, and coordinate with various internal teams to optimize customer satisfaction.

Responsibilities

Deepen your understanding of customer projects to minimize service impact.

Assist in resolving significant customer incidents swiftly and efficiently.

Formulate and execute technical success plans to promote positive customer interactions with Relativity.

Ensure service quality by anticipating future demands and integrating them into customer capacity planning.

Act as a Subject Matter Expert (SME), collaborating with cross-functional teams to enhance our product and improve the customer experience.

Lead internal service review meetings that evaluate performance, service enhancements, quality, and processes.

Work alongside senior team members in Product and Engineering to tackle customer incidents effectively.

Provide customers with best practices for utilizing Relativity.

Maintain flexibility with work hours as needed to support customer needs.

Demonstrate commitment to and alignment with our core company values.

Contribute to and adhere to Knowledge-Centered Support (KCS) processes and methodologies.

Exhibit expertise in the Relativity platform.

Minimum Qualifications

Must have an active Relativity Certified Administrator certification.

Preferred Qualifications

5+ years of technical experience with Relativity products in a customer-facing capacity.

Strong background in SQL and Windows platforms, capable of troubleshooting complex technical issues across enterprises.

Excellent written and verbal communication abilities.

Proven capability to efficiently manage projects under pressure and meet deadlines.

Experience in multitasking projects and prioritizing according to team and company goals.

Outstanding attention to detail.

Familiarity with SaaS, IaaS, and/or Hybrid environments.

Knowledge of the e-discovery industry and related products.

ITIL Certification is a plus.

Relativity offers competitive and equitable compensation practices.

This role provides a competitive base salary, an annual performance bonus, and long-term incentives. Expected salary range: $82,000 - $124,000, with final offers based on candidates' experience, skills, qualifications, and internal equity.