Job Details

Overview

Senior Technical Account Manager at Relativity. The Technical Account Management Team proactively supports our customers in meeting their goals and overcoming technical challenges using the Relativity suite of products. The lead Technical Account Manager (TAM) works with customers to ensure strong outcomes with key projects, goals, and KPIs. The TAM is responsible for developing an account plan and strategy for leveraging the Relativity platform to achieve the customers' objectives, performing ongoing technical account oversight, and managing the technical relationship with the customer. This role requires cross-functional collaboration and applying critical thinking to solve problems and guide internal stakeholders to appropriate solutions.

Posting Type: Remote/Hybrid

Job Description And Requirements

Role Responsibilities

• Develop a strong understanding of projects impacting your service area and ensure 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; ensure future demand from growth and projects is understood and factored into capacity planning for customers
• As 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 team members in Product and Engineering to troubleshoot and resolve customer incidents
• When interacting with customers, provide best practices on the use of Relativity
• Maintain flexibility to work other time frames as needed or requested
• Commitment to and 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
• Relativity Certified Administrator required

Preferred Qualifications

• 7+ years in a technical role directly supporting customers
• Highly-developed 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

Compensation and Other Details

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 $100,000 and $150,000. The final offered salary will be based on several factors, including 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.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Sales and Business Development

Industries

• Software Development