Technical Account Manager - ediscovery

PowerToFly; Deutschland; Vor Ort; EUR 70.000 - 110.000; Vollzeit

Benefits dieser Stelle

Flexible work arrangements

Winter break

401k matching

Paid parental leave

Zusammenfassung

PowerToFly is seeking a Technical Account Manager (TAM) to proactively support customers using Relativity. You will develop account plans, manage technical relationships, and guide cross-functional teams to resolve complex incidents while driving successful outcomes for customer projects.

Ideal candidates have Relativity expertise and ITIL certification, strong SQL/Windows skills, and the ability to travel up to 10% for customer engagements. Remote/Hybrid work arrangements are offered.

Qualifikationen

• Proven experience with SQL and Windows platforms.
• Experience in SaaS, IaaS and/or Hybrid environments.
• Relativity Certified Administrator or Relativity Expert certification is preferred.
• Strong communication and multi-project management skills.
• Experience with e-discovery products is a plus.

Aufgaben

• Develop an 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.
• Ensure quality of service and plan for future demand for customers.
• Collaborate cross-functionally to enhance products and customer experience.
• Lead internal service reviews covering performance and process improvements.
• Partner with Product and Engineering to troubleshoot incidents.
• Share best practices on Relativity usage with customers.
• Maintain flexibility to work different time frames as needed.
• Demonstrate core company values and KCS processes.

Kenntnisse

SQL

Windows OS

Data Analysis

Data Visualization

Data Intelligence

Data Science

Information Governance

Project Management

Risk Management

Ausbildung

Relativity Expert

Relativity Certified Administrator

ITIL Certification

Jobbeschreibung

Overview

Posting Type: Remote/Hybrid

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.

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

Qualifications

• Proven experience with SQL and Windows platform, and/or experience 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 a SaaS, IaaS and/or Hybrid environments
• Experience with and knowledge of e-discovery industry and products.
• ITIL Certification
• Relativity Expert
• Ability travel 10% of the time for customer engagements

Suggested Skills

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

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