Relativity Technical Account Manager - eDiscovery

TN United Kingdom; London; Hybrid; GBP 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Technical Account Manager to join their Service Delivery Management Team in London. This role involves working closely with customers to ensure they achieve their goals while using the Relativity suite of products. You will leverage your technical expertise to guide customers through challenges, develop account strategies, and collaborate with cross-functional teams. If you thrive in a dynamic environment and possess strong problem-solving skills, this opportunity offers a chance to make a significant impact in the e-discovery industry.

Qualifications

• 10+ years in a technical role directly supporting customers.
• Proven experience with SQL and Windows platform troubleshooting.

Responsibilities

• Develop understanding of projects impacting service area to minimize impact.
• Lead Customer Action Plans for positive customer experiences.

Skills

Technical Support

SQL

Windows Platform

Communication Skills

Project Management

Attention to Detail

SaaS/IaaS/Hybrid Environments

e-Discovery Knowledge

Troubleshooting

ITIL Certification

Job description

Relativity Technical Account Manager - eDiscovery, London

Client:

Location:

London, United Kingdom

Job Category:

-

EU work permit required:

Yes

Job Reference:

8b224c0b567c

Job Views:

10

Posted:

26.04.2025

Expiry Date:

10.06.2025

Job Description:

The Service Delivery 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 Service Delivery Team, the Service Delivery Manager works proactively with our customers to ensure strong outcomes with key customer projects, goals, and KPIs. The Service Delivery Manager is responsible for developing an account plan and strategy for leveraging the Relativity platform to achieve the customers' desired objectives. The SDM 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 reports to the Senior Manager, Service Delivery Management. This role requires Relativity experience.

Role Responsibilities

1. Develop a robust understanding of projects impacting your service area and ensuring service impact is minimized
2. Help guide the resolution of critical customer incidents
3. Initiate and lead Customer Action Plans as needed to ensure customers have a positive and successful experience using Relativity
4. Be accountable for the quality of Service provided; ensuring future demand from growth and projects is understood and factored into capacity planning for customers
5. 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
6. Drive internal service review meetings covering performance, service improvements, quality, and process
7. Partner with other senior level team members, Product, Operations, and Engineering as needed to troubleshoot and resolve customer incidents
8. When interacting with our customers, take the initiative to provide the best practices on the use of Relativity
9. Maintain the flexibility to work any on-call schedules, or other time frames as needed or requested
10. Commitment to and consistent demonstration of core company values
11. Contribute to and follow Knowledge-Centered Support (KCS) processes and best practices
12. Exhibit subject matter expert (SME) knowledge in at least one vertical
13. RCA required
14. Ability to travel 10% of the time for customer engagements

Preferred Qualifications

1. 10+ years in a technical role directly supporting customers
2. Proven experience with SQL and Windows platform, and/or experience troubleshooting complex technical issues across the enterprise
3. Strong written and verbal communication skills
4. Ability to work efficiently under pressure, drive projects to completion, and meet deadlines.
5. Ability to manage multiple projects simultaneously and prioritize based on company and team objectives.
6. Meticulous attention to detail
7. Experience working in a SaaS, IaaS, and/or Hybrid environments
8. Experience with and knowledge of the e-discovery industry and products
9. Experience troubleshooting Microsoft Azure
10. Experience troubleshooting VMs, Storage, and Networking
11. ITIL Certification
12. #LI-Hybrid

Additional Notes

Please note that if you are NOT a passport holder of the country for the vacancy, you might need a work permit. Check our Blog for more information.

Bank or payment details should not be provided when applying for a job. Eurojobs.com is not responsible for any external website content. All applications should be made via the 'Apply now' button.

Created on 26/04/2025 by TN United Kingdom