Remote TAM: Relativity SME for Customer Success

Relativity; Australia; Hybrid; AUD 120,000 - 180,000; Full time

Job summary

Relativity is seeking a Technical Account Manager (TAM) to guide strategic success for customers using the Relativity platform. This remote/hybrid role partners with clients to plan initiatives, resolve incidents, and drive KPIs.

You will serve as SME, coordinate with Product and Engineering, and contribute to knowledge-centered support while traveling up to 10% for customer engagements.

Qualifications

• Relativity Certified Administrator required.
• Proven experience with SQL and Windows platform, or troubleshooting complex technical issues across the enterprise.
• ITIL certification and Relativity Expert preferred.

Responsibilities

• Develop a strong understanding of projects impacting your service area and minimize service impact.
• Guide the resolution of critical customer incidents.
• Lead technical success plans to ensure positive customer experiences with Relativity.
• Be accountable for service quality and plan for future demand in capacity planning.
• Collaborate with cross-functional teams as SME to improve product and customer experience across verticals.
• Drive internal service review meetings covering performance and improvements.
• Troubleshoot with Product and Engineering to resolve incidents.
• Provide best-practice guidance on Relativity usage with customers.
• Maintain flexibility to support other time frames as needed.
• Demonstrate commitment to company values and KCS processes.
• Exhibit SME knowledge in Relativity.

Skills

Data Analysis

Data Visualization

Data Intelligence

Data Science

SQL

Information Governance

Legal Practices

Legal Research

Project Management

Risk Management

Relativity Expert

Education

Relativity Certified Administrator

Tools

SQL

Windows

Job description

Relativity is seeking a Technical Account Manager (TAM) to guide strategic success for customers using the Relativity platform. This remote/hybrid role partners with clients to plan initiatives, resolve incidents, and drive KPIs.

You will serve as SME, coordinate with Product and Engineering, and contribute to knowledge-centered support while traveling up to 10% for customer engagements.