Lead Technical Account Manager - ediscovery

Relativity; Baltimore (MD); Hybrid; USD 117,000 - 175,000; Full time

Job summary

Join a forward-thinking company as a Lead Technical Account Manager, where you will play a pivotal role in ensuring customer success with innovative solutions. You will leverage your extensive experience with Relativity products to guide clients through technical challenges and enhance their overall experience. Collaborating with cross-functional teams, you will drive service improvements and provide best practices, ensuring that customer needs are met effectively. This role offers a unique opportunity to make a significant impact in a dynamic environment that values commitment and excellence.

Qualifications

• 10+ years of technical experience with Relativity products in a customer-facing role.
• Proven experience with SQL and troubleshooting complex issues.

Responsibilities

• Develop account plans and strategies for leveraging Relativity platform.
• Lead technical success plans to ensure positive customer experiences.

Skills

Relativity Products Experience

SQL

Technical Troubleshooting

Communication Skills

Project Management

Attention to Detail

SaaS/IaaS Knowledge

e-Discovery Knowledge

Education

ITIL Certification

Relativity Expert/Master Certification

Job description

Posting Type

Remote, Hybrid

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 this team, the Lead Technical Account Manager (TAM) works proactively with customers to ensure successful outcomes with key projects, goals, and KPIs.

The TAM is responsible for developing account plans and strategies for leveraging the Relativity platform to achieve customer objectives. They perform ongoing technical oversight and manage the technical relationship with customers. This role requires working cross-functionally and applying critical thinking to solve problems and guide internal stakeholders to appropriate solutions.

This role requires prior Relativity experience.

Job Description and Requirements

Role Responsibilities

1. Develop a strong understanding of projects impacting your service area and ensure service impact is minimized.
2. Help guide the resolution of critical customer incidents.
3. Lead technical success plans to ensure customers have a positive and successful experience using Relativity.
4. Be accountable for the quality of service provided; ensure future demand from growth and projects is understood and factored into capacity planning.
5. Work collaboratively with cross-functional teams as an SME to enhance the product and improve customer experience across verticals.
6. Drive internal service review meetings covering performance, service improvements, quality, and processes.
7. Partner with other senior team members in Product and Engineering to troubleshoot and resolve customer incidents.
8. Proactively provide best practices on the use of Relativity when interacting with customers.
9. Maintain flexibility to work other time frames as needed.
10. Demonstrate commitment to company values consistently.
11. Contribute to and follow Knowledge-Centered Support (KCS) processes and best practices.
12. Exhibit SME knowledge in Relativity.

Preferred Qualifications

• 10+ years of technical experience with Relativity products in a customer-facing role.
• Proven experience with SQL and Windows platforms, and troubleshooting complex technical issues.
• Strong written and verbal communication skills.
• Ability to work efficiently under pressure, drive projects, and meet deadlines.
• Ability to manage multiple projects and prioritize effectively.
• Meticulous attention to detail.
• Experience in SaaS, IaaS, or Hybrid environments.
• Knowledge of the e-discovery industry and products.
• ITIL Certification.
• Relativity Expert/Master certification.

Compensation

Relativity is committed to fair and equitable compensation practices. This position offers a total compensation package including a competitive base salary, annual bonus, and long-term incentives. The salary range is between $117,000 and $175,000, based on experience, skills, and qualifications. The final offer will consider internal pay equity and other factors.