Lead Technical Account Manager - ediscovery

Relativity; Columbus (OH); Hybrid; USD 117,000 - 175,000; Full time

Job summary

Join a forward-thinking company as a Lead Technical Account Manager, where you will utilize your extensive experience in Relativity to support customers in overcoming technical challenges. In this role, you will develop account strategies, lead technical success plans, and collaborate with cross-functional teams to enhance the customer experience. This position is ideal for someone who thrives under pressure and is passionate about delivering exceptional service. With a competitive salary and opportunities for growth, this role is perfect for those looking to make a significant impact in the e-discovery industry.

Qualifications

• Strong experience in customer-facing technical roles, especially with Relativity.
• Proven ability to troubleshoot complex technical issues effectively.

Responsibilities

• Develop account strategies for effective use of the Relativity platform.
• Lead technical success plans to ensure positive customer experiences.

Skills

SQL

Technical Communication

Problem-Solving

Customer Relationship Management

Attention to Detail

Education

10+ years of technical experience

ITIL Certification

Relativity Expert/Master certification

Tools

Relativity Suite

Windows Platforms

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 customers. You will work cross-functionally, applying critical thinking to solve problems and guide stakeholders toward appropriate solutions.

This position requires prior Relativity experience.

Job Description and Requirements

Role Responsibilities

1. Develop a strong understanding of projects impacting your service area, ensuring minimal service impact.
2. Help guide the resolution of critical customer incidents.
3. Lead technical success plans to ensure customers have a positive experience using Relativity.
4. Be accountable for the quality of service provided, understanding future demand and factoring it into capacity planning.
5. Work collaboratively with cross-functional teams as an SME to enhance the product and improve customer experience across verticals.
6. Drive internal service review meetings focusing on performance, improvements, quality, and processes.
7. Partner with product and engineering teams to troubleshoot and resolve customer incidents.
8. Take the initiative to provide best practices on using Relativity when interacting with customers.
9. Maintain flexibility to work other time frames as needed.
10. Demonstrate commitment to company values consistently.
11. Contribute to and follow Knowledge-Centered Support (KCS) 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 platforms, and troubleshooting complex technical issues.
• Strong written and verbal communication skills.
• Ability to work efficiently under pressure, manage multiple projects, and meet deadlines.
• 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 role offers a competitive salary, annual bonus, and long-term incentives. The salary range is between $117,000 and $175,000, based on experience and qualifications. The final offer will consider various factors, and hiring at the top of the range is uncommon to allow for future salary growth.