Senior Technical Account Manager

Remote/Hybrid

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 proactively with customers to ensure strong outcomes with key projects, goals, and KPIs. The TAM develops 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 our business and customers. A background with Relativity is required.

• 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; factor future demand from growth and projects into capacity planning for customers.
• As an SME, collaborate 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 to troubleshoot and resolve customer incidents.
• Provide best practices on the use of Relativity when interacting with customers.
• Maintain flexibility to work other time frames as needed or requested.
• Commit to and demonstrate core company values consistently.
• Contribute to and follow Knowledge-Centered Support (KCS) processes and best practices.
• Exhibit SME knowledge in Relativity;
  Relativity Certified Administrator is 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 in SaaS, IaaS and/or hybrid environments.
• Experience with and knowledge of the e-discovery industry and products.
• ITIL Certification.
• Relativity Expert/Master certification.
• Prior Relativity experience is required.

Base pay range: $/yr - $/yr.

This position is eligible for total compensation including a competitive base salary, an annual performance bonus, and long-term incentives. The expected salary range is between $100,000 and $150,000 and final offered salary will be based on experience, skills, qualifications, and internal pay equity. Hiring at the top end of the range is not typical to allow for future growth.

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

Additional notes:
Referrals increase your chances of interviewing. This position is listed for Oregon, United States;

Nearby locations and postings may appear. We are committed to competitive, fair, and equitable compensation practices.