Technical Account Manager

RELATIVITY GLOBAL SINGAPORE PTE. LTD.; Singapore; On-site; SGD 110,000 - 190,000; Full time

Benefits offered by this job

Travel opportunities

Job summary

Relativity Singapore is seeking a Technical Account Manager (TAM) to proactively support customers using RelativityOne. You will develop strategic account plans, provide ongoing technical oversight, and manage end-to-end relationships across initiatives and KPIs.

The role requires 5+ years in a technical customer-facing role, RCA certification, and strong cross-functional collaboration. Travel may be required to support regional customers.

Qualifications

• 5+ years of experience in a technical role supporting customers directly.
• Proven ability to manage technical relationships and resolve complex issues.
• Strong problem-solving and cross-functional collaboration skills.
• RCA (Relativity Certified Administrator) certification required.

Responsibilities

• Develop a deep understanding of customer projects and proactively minimize service impact.
• Guide resolution of critical customer incidents.
• Apply Knowledge-Centered Support (KCS) best practices.
• Maintain accountability for service quality and anticipate demand for capacity planning.
• Lead internal service review meetings focused on performance, quality, and continuous improvement.
• Collaborate with Product, Engineering, and Operations to troubleshoot and resolve issues.
• Provide best practices and technical guidance to customers on effective platform usage.
• Participate in on-call rotations or flexible support schedules as needed.

Skills

Technical support

Customer relationship management

Problem solving

Cross-functional collaboration

RCA certification

Relativity platform experience

Tools

Relativity platform (RelativityOne)

Job description

About Relativity

Legal technology is having its moment, and Relativity is at the centre of it.

We are a leading legal data intelligence company. Our extensible, AI cloud platform, RelativityOne, is trusted by the world's largest law firms, corporations, and government agencies to turn complex data into actionable insights for litigation, investigations, regulatory inquiries, arbitration, and other high-stakes legal matters.

In Asia, the momentum speaks for itself: RelativityOne adoption jumped 46% year-over-year, a sign that organisations have moved beyond experimentation and are now applying AI in production environments to modernise how legal work gets done at scale.

To meet this moment, we're expanding our Singapore team and on-the-ground presence. This is an opportunity to be part of an exciting growth story. We are looking for mid-level professionals across sales, technical solutions, customer success, and marketing to support our continued expansion. You'll have the backing of an established industry leader and the opportunity to help grow our customer base across Asia.

If you're ready to help write the next chapter of legal AI in Asia, we'd love to hear from you.

Role Summary

The Technical Account Management (TAM) team proactively supports customers in achieving their goals and overcoming technical challenges while using the Relativity platform. The Technical Account Manager partners closely with customers to ensure successful outcomes across key initiatives, projects, and KPIs. This role is responsible for developing strategic account plans, providing ongoing technical oversight, and managing the end-to-end technical relationship with customers. The TAM works cross-functionally and applies critical thinking to solve problems, guide internal stakeholders, and drive optimal outcomes for both the business and customers.

Key Responsibilities

• Develop a strong understanding of customer projects and proactively minimize service impact
• Guide resolution of critical customer incidents
• Apply and contribute to Knowledge-Centered Support (KCS) processes and best practices
• Maintain accountability for service quality and anticipate future demand for capacity planning
• Lead internal service review meetings focused on performance, quality, and continuous improvement
• Collaborate with Product, Engineering, and Operations to troubleshoot and resolve issues
• Provide best practices and technical guidance to customers on effective platform usage
• Participate in on-call rotations or flexible support schedules as needed

Minimum Qualifications

• 5+ years of experience in a technical role supporting customers directly
• Proven ability to manage technical relationships and resolve complex issues
• Strong problem-solving and cross-functional collaboration skills
• RCA (Relativity Certified Administrator) certification required

Preferred Qualifications

• 5+ years of hands-on technical experience working with Relativity in a customer-facing role
• Strong written and verbal communication skills
• Experience working in SaaS, IaaS, or hybrid environments
• Travel requirement: Ability to travel