Lead Technical Account Manager - ediscovery

Relativity; Chicago (IL); Hybrid; USD 117,000 - 175,000; Full time

Job summary

Join a forward-thinking company as a Lead Technical Account Manager, where you will proactively support customers in achieving their goals using innovative technology solutions. In this pivotal role, you will develop account strategies and manage technical relationships to ensure successful project outcomes. Collaborate with cross-functional teams to enhance product offerings and improve customer experiences. If you have a passion for problem-solving and a commitment to excellence, this is the perfect opportunity to make a significant impact in the e-discovery industry.

Qualifications

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

Responsibilities

• Develop account strategies to leverage the Relativity platform.
• Lead technical success plans to ensure positive customer experiences.

Skills

Technical Account Management

SQL

Windows Platform

Communication Skills

Project Management

Attention to Detail

Troubleshooting

SaaS/IaaS

e-Discovery Knowledge

ITIL Certification

Relativity Certification

Job description

Posting Type

Remote, Hybrid

Job Overview

The Technical Account Management Team proactively supports our customers in meeting their goals and overcoming technical challenges using the Relativity suite of products. As a Lead Technical Account Manager (TAM), you will work 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, performing ongoing technical oversight, and managing the technical relationship with the customer. This role requires cross-functional collaboration and critical thinking to solve problems and guide internal stakeholders.

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.
7. Partner with product and engineering teams to troubleshoot and resolve customer incidents.
8. Proactively provide best practices to customers on using Relativity.
9. Maintain flexibility to work different time frames as needed.
10. Demonstrate commitment to 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.
• Strong written and verbal communication skills.
• Ability to work 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 offers competitive, fair, and equitable compensation, including base salary, annual bonus, and long-term incentives. The salary range for this role is $117,000 to $175,000, based on experience, skills, and internal equity. The final salary will consider these factors, and hiring at the top end is unlikely to allow for future salary growth.