Lead Technical Account Manager - ediscovery

Relativity; Boston (MA); Hybrid; USD 117,000 - 175,000; Full time

Job summary

An established industry player is seeking a Lead Technical Account Manager to join their proactive Technical Account Management Team. This role is pivotal in ensuring customers achieve their goals while effectively utilizing the Relativity suite of products. The ideal candidate will possess extensive experience in technical account management, particularly with Relativity, and will be adept at navigating complex technical challenges. With a focus on customer success, you will collaborate with cross-functional teams to enhance service delivery and drive improvements. If you're passionate about technology and customer engagement, this opportunity is perfect for you.

Qualifications

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

Responsibilities

• Develop account plans and strategies to leverage the Relativity platform.
• Lead technical success plans and guide resolution of critical customer incidents.

Skills

Relativity products

SQL

Windows platform

Technical troubleshooting

Communication skills

Project management

Attention to detail

SaaS/IaaS

Knowledge of e-discovery

ITIL 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 to leverage the Relativity platform to meet customer objectives. This role involves ongoing technical oversight and managing the technical relationship with customers. You will work cross-functionally, 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 multiple verticals.
6. Drive internal service review meetings focusing on performance, service improvements, quality, and processes.
7. Partner with 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 and uphold core company values.
11. Contribute to and follow Knowledge-Centered Support (KCS) 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, Windows platform, 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 pay practices. This position offers a competitive salary, an annual bonus, and long-term incentives. The salary range is $117,000 to $175,000, based on experience, skills, and internal pay equity. The final offer will consider these factors, and hiring at the top end of the range is uncommon to allow for future salary growth.