Senior Technical Account Manager

PowerToFly; Deutschland; Hybrid; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

A leading technology solutions company based in Germany is seeking an experienced Technical Account Manager to join their Technical Account Management Team. The role requires strong communication skills and a commitment to customer satisfaction while leveraging Relativity products. Responsibilities include developing account strategies, guiding incident resolution, and collaborating with cross-functional teams to ensure positive customer outcomes. This position offers comprehensive health plans, flexible work arrangements, and opportunities for professional development.

Leistungen

Comprehensive health, dental, and vision plans

Parental leave for primary and secondary caregivers

Two company breaks per year

Training investment program

401k matching

Qualifikationen

• 5+ years of technical experience working with Relativity products in a customer facing role.
• Proven experience with SQL and Windows platform, troubleshooting complex technical issues.
• Strong written and verbal communication skills.
• Meticulous attention to detail.

Aufgaben

• Develop a strong understanding of projects impacting your service area.
• Help guide the resolution of critical customer incidents.
• Lead technical success plans to ensure positive customer experience.
• Drive internal service review meetings covering performance.
• Exhibit subject matter expert knowledge in Relativity.

Kenntnisse

Building Architecture

Database Management

Design

Information Technology Infrastructure Library (ITIL)

Network Infrastructures

Project Management

Solution Architecture

System Integration

Technical Support

Troubleshooting

Ausbildung

Relativity Certified Administrator

ITIL Certification

Jobbeschreibung

Job Overview

The Technical Account Management Team proactively supports our customers in meeting their goals and overcoming any technical challenges encountered using the Relativity suite of products. As a member of the Technical Account Management Team, the 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. In this role you will be required to work cross‑functionally and apply critical thinking skills to solve problems and guide internal stakeholders to appropriate solutions for our business and customers. This role requires prior Relativity experience.

Role Responsibilities

• Develop a strong understanding of projects impacting your service area and ensuring 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; ensuring 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 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 as needed to troubleshoot and resolve customer incidents
• When interacting with our customers, take the initiative to provide the best practices on the use of Relativity
• Maintain the flexibility to work other time frames as needed or requested
• Commitment to and consistent demonstration of core company values
• Contribute to and follow Knowledge‑Centered Support (KCS) processes and best practices
• Exhibit subject matter expert (SME) knowledge in Relativity
• Relativity Certified Administrator required

Preffered Qualifications

• 5+ years of technical experience working with Relativity products in a customer facing role
• Proven experience with SQL and Windows platform, and/or experience troubleshooting complex technical issues across the enterprise
• Strong 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 e‑discovery industry and products
• ITIL Certification
• Relativity Expert

Minimum Qualifications

• 5+ years in a technical role directly supporting customers

Benefit Highlights

• Comprehensive health, dental, and vision plans
• Parental leave for primary and secondary caregivers
• Two, week‑long company breaks per year
• Additional time off
• Long‑term incentive program
• Training investment program

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Suggested Skills

Building Architecture, Database Management, Design, Information Technology Infrastructure Library (ITIL), Network Infrastructures, Project Management, Solution Architecture, System Integration, Technical Support, Troubleshooting

What Relativity Has to Offer

Relativity's software helps users organize data and quickly identify key issues during litigation, internal investigations, and compliance projects. They offer their employees great benefits like:

• Flexible work arrangements
• Winter break (office closed from Christmas through New Year's Day)
• 401k matching
• Paid parental leave