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Job Overview
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 successful outcomes with key projects, goals, and KPIs.
The TAM develops account strategies, manages technical relationships, and works cross-functionally to solve problems and improve customer experience. Prior Relativity experience is required.
Responsibilities
- Develop understanding of projects impacting your service area to minimize service impact.
- Guide resolution of critical customer incidents.
- Lead success plans for positive customer experiences with Relativity.
- Ensure service quality and capacity planning for growth and projects.
- Collaborate with cross-functional teams to enhance products and customer experience.
- Drive service review meetings and partner with Product and Engineering teams to troubleshoot issues.
- Provide best practices to customers for using Relativity.
- Maintain flexibility to work different time zones as needed.
- Demonstrate core company values.
- Follow Knowledge-Centered Support (KCS) best practices.
- Exhibit SME knowledge in Relativity.
- Relativity Certified Administrator required.
Preferred Qualifications
- 10+ years of technical experience with Relativity products in a customer-facing role.
- Experience with SQL, Windows, troubleshooting complex technical issues.
- Strong communication skills.
- Ability to work under pressure, manage multiple projects, and meet deadlines.
- Experience in SaaS, IaaS, or Hybrid environments.
- Knowledge of e-discovery industry and products.
- ITIL Certification.
- Relativity Expert/Master certification.
Relativity offers competitive compensation, including base salary, performance bonuses, and 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
This job posting is active and not expired.
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