Lead Technical Account Manager - ediscovery

Relativity; Charleston (WV); Hybrid; USD 117,000 - 175,000; Full time

Job summary

An established industry player is seeking a Lead Technical Account Manager to join their dynamic team. In this pivotal role, you will proactively support customers, ensuring their success with the Relativity suite of products. You will develop account strategies, manage technical relationships, and collaborate with cross-functional teams to enhance customer experience. This position is ideal for a seasoned professional with a strong background in technical account management and a passion for problem-solving. If you thrive in a fast-paced environment and are committed to excellence, this opportunity is perfect for you.

Qualifications

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

Responsibilities

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

Skills

Technical Account Management

SQL

Windows Platforms

Communication Skills

Project Management

Attention to Detail

SaaS/IaaS

E-Discovery Knowledge

Education

10+ years of technical experience

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 to leverage the Relativity platform to meet 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 multiple 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. 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 core 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 working with Relativity products in a customer-facing role.
• Proven experience with SQL and Windows platforms, 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 objectives.
• Meticulous attention to detail.
• Experience 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 base salary, an annual performance bonus, and long-term incentives. The salary range is between $117,000 and $175,000, based on experience, skills, and internal pay equity. The final offer will consider these factors, and hiring at the top end is not typical to allow for future salary growth.