Technical Account Manager - ediscovery

Relativity; Australia; On-site; 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

Job Overview

Posting type: Remote/Hybrid.
The Technical Account Management Team proactively supports our customers in meeting their goals and overcoming technical challenges encountered while using the Relativity suite of products. As a member of this team, the Technical Account Manager (TAM) works closely with customers to assure strong outcomes on key 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, performing ongoing technical account oversight, and managing the technical relationship with the customer. The role requires prior Relativity experience.

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 as an SME 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 senior level team members in Product and Engineering as needed to troubleshoot and resolve customer incidents.
• When interacting with customers, take the initiative to provide best‑practice guidance on the use of Relativity.
• Maintain flexibility to work other time frames as needed or requested.
• Demonstrate consistent commitment to core company values.
• Contribute to and follow Knowledge‑Centered Support (KCS) processes and best practices.
• Exhibit subject‑matter‑expert (SME) knowledge in Relativity.

Qualifications

• Relativity Certified Administrator required.
• Proven experience with SQL and Windows platform, or troubleshooting complex technical issues across the enterprise.
• 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 SaaS, IaaS, and/or hybrid environments.
• Experience with and knowledge of the e‑discovery industry and products.
• ITIL certification.
• Relativity Expert.
• Ability to travel up to 10% of the time for customer engagements.

Desired Skills

• Data Analysis
• Data Intelligence
• Data Science
• Data Visualization
• Information Governance
• Legal Practices
• Legal Research
• Project Management
• Risk Management
• Structured Query Language (SQL)