Lead Technical Account Manager - ediscovery

Relativity; Billings (MT); Hybrid; USD 117,000 - 175,000; Full time

Job summary

An innovative firm is seeking a Lead Technical Account Manager to enhance customer success using their suite of products. This role requires extensive experience with Relativity, SQL, and technical troubleshooting in a customer-facing capacity. You'll collaborate with cross-functional teams, drive service improvements, and ensure clients achieve their objectives. If you're passionate about technology and customer success, this position offers a dynamic environment to make a significant impact. Join a team that values expertise and commitment to excellence.

Qualifications

• 10+ years of technical experience in customer-facing roles.
• Proven experience with SQL and troubleshooting complex issues.

Responsibilities

• Develop understanding of projects impacting service areas.
• Guide resolution of critical customer incidents.
• Lead technical success plans for customer experience.

Skills

Relativity products experience

SQL

Windows platform

Technical troubleshooting

Communication skills

Project management

Attention to detail

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 the Technical Account Management Team, the Lead 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.

Job Description and Requirements

Role Responsibilities

1. Develop a strong understanding of projects impacting your service area and ensuring 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; ensuring future demand from growth and projects is understood and factored into capacity planning for customers.

5. Work collaboratively with cross-functional teams as an SME 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 team members in Product and Engineering to troubleshoot and resolve customer incidents.

8. When interacting with customers, take the initiative to provide best practices on the use of Relativity.

9. Maintain flexibility to work other time frames as needed or requested.

10. Demonstrate commitment to and uphold core company values.

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 working with Relativity products in a customer-facing role.

• Proven experience with SQL and Windows platform, and/or 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 the e-discovery industry and products.

• ITIL Certification.

• Relativity Expert/Master certification.

Compensation

Relativity is committed to fair and equitable compensation practices. This position is eligible for a total compensation package including a competitive base salary, an annual performance bonus, and long-term incentives.

The expected salary range for this role is between $117,000 and $175,000. The final offered salary will depend on factors such as experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range is not typical to allow for future salary growth.