Lead Technical Account Manager

Overview

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

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. 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.

Prior Relativity experience 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; ensure future demand from growth and projects is understood and factored into capacity planning for customers
• In the role of an SME, work collaboratively with cross-functional teams to enhance the product and improve the 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
• Provide best practices on the use of Relativity when interacting with customers
• Maintain flexibility to work other time frames as needed or requested
• Demonstrate commitment to and alignment with core company values
• Contribute to and follow Knowledge-Centered Support (KCS) processes and best practices
• Exhibit subject matter expertise (SME) 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 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 salary range shown is indicative and the final offered salary will be based on factors including 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.

The expected salary range for this role is between $100,000 and $150,000.

• Mid-Senior level

• Full-time

• Sales and Business Development

• Software Development