Senior Technical Account Manager
Listed on 2025-12-01
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IT/Tech
Technical Support, IT Support, Cybersecurity, Systems Engineer
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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.
Posting Type: Remote/Hybrid
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 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.
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.
- Work collaboratively with cross-functional teams as an SME to enhance the product and improve 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, take the initiative to provide best practices on the use of Relativity.
- Maintain flexibility to work other time frames as needed.
- Demonstrate commitment to core company values.
- Contribute to and follow Knowledge-Centered Support (KCS) processes and best practices.
- Exhibit SME knowledge in Relativity.
- Relativity Certified Administrator required.
Preferred Qualifications:
- 10+ years of technical experience working with Relativity products in a customer-facing role.
- Proven experience with SQL, Windows platform, and troubleshooting complex technical issues.
- Strong communication skills.
- Ability to work under pressure, drive projects, and meet deadlines.
- Manage multiple projects and prioritize effectively.
- Attention to detail.
- Experience in SaaS, IaaS, and/or Hybrid environments.
- Knowledge of e-discovery industry and products.
- ITIL Certification.
- Relativity Expert/Master certification.
Compensation: Relativity offers a competitive salary, annual bonus, and long-term incentives. The salary range is $117,000 to $175,000, based on experience and qualifications.
Additional Details:
- Seniority level:
Mid-Senior level - Employment type:
Full-time - Job function:
Sales and Business Development - Industries:
Software Development
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