Lead Technical Account Manager - ediscovery

Relativity; Bridgeport (CT); Hybrid; USD 117,000 - 175,000; Full time

Job summary

An established industry player seeks a Lead Technical Account Manager to enhance customer success with their innovative suite of products. This role is pivotal in developing account strategies and ensuring a seamless experience for clients. The ideal candidate will leverage their extensive technical expertise with Relativity, SQL, and the e-discovery industry to resolve complex issues and drive service improvements. Join a forward-thinking team dedicated to delivering exceptional service and fostering strong customer relationships. If you thrive in a dynamic environment and are passionate about technology, this opportunity is perfect for you.

Benefits

Annual performance bonus

Long-term incentives

Competitive salary

Qualifications

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

Responsibilities

• Develop strategies for customer success using Relativity products.
• Guide resolution of critical customer incidents and lead technical success plans.

Skills

Relativity products experience

SQL

Communication skills

Project management

Attention to detail

Education

ITIL Certification

Relativity Expert/Master certification

Tools

Windows platform

SaaS

IaaS

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 strategies to leverage the Relativity platform effectively. This role involves ongoing technical oversight and managing the technical relationship with the customer. You will need to 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 process enhancements.
7. Partner with other senior team members in Product and Engineering to troubleshoot and resolve customer incidents.
8. Take the initiative to 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) 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, Windows platform, and 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 accordingly.
• Meticulous attention to detail.
• Experience working in SaaS, IaaS, and/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 competitive salary, an annual performance 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. Salary at the top of the range is uncommon to allow for future growth.