Lead Technical Account Manager

Overview

The Technical Account Management Team proactively supports our customers in meeting their goals and overcoming 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 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' objectives.

The TAM performs ongoing technical account oversight and manages the technical relationship with the customer. This role requires cross-functional collaboration and the ability to apply critical thinking to solve problems and guide internal stakeholders to appropriate solutions for the business and customers. This role requires prior Relativity experience.

Posting Type Remote/Hybrid

Job Description And Requirements

• 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 level team members in Product and Engineering as needed to troubleshoot and resolve customer incidents
• When interacting with customers, take the initiative to provide 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
• Relativity Certified Administrator required

• 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 the 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 $100,000 and $150,000. The final offered salary will be based on 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.

• Seniority level:
  Mid-Senior level
• Employment type:
  
  Full-time
• Job function:
  Sales and Business Development
• Industries:
  Software Development