Lead Technical Account Manager - ediscovery

Relativity; Detroit (MI); Hybrid; USD 117,000 - 175,000; Full time

Job summary

An innovative firm is seeking a skilled Technical Account Manager to join their proactive team. In this pivotal role, you will leverage your extensive experience with Relativity products to guide customers through technical challenges and ensure successful project outcomes. Your expertise will drive cross-functional collaboration, enhance service quality, and contribute to customer satisfaction. If you're passionate about technology and eager to make a significant impact in the e-discovery industry, this opportunity is perfect for you. Join a company that values your skills and offers competitive compensation and growth potential.

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 to leverage the Relativity platform for customer objectives.
• Lead technical success plans to ensure positive customer experiences.

Skills

Technical Account Management

SQL

Windows Platform

Troubleshooting

Communication Skills

Project Management

Attention to Detail

Tools

Relativity

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 technical challenges using the Relativity suite of products. The lead Technical Account Manager (TAM) works proactively with customers to ensure successful outcomes with key projects, goals, and KPIs.

The TAM develops account plans and strategies to leverage the Relativity platform for customer objectives. They perform ongoing technical oversight and manage customer relationships, working cross-functionally and applying 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 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

1. 10+ years of technical experience with Relativity products in a customer-facing role.
2. Proven experience with SQL, Windows platform, and troubleshooting complex technical issues enterprise-wide.
3. Strong written and verbal communication skills.
4. Ability to work efficiently under pressure, drive projects to completion, and meet deadlines.
5. Ability to manage multiple projects and prioritize effectively.
6. Meticulous attention to detail.
7. Experience in SaaS, IaaS, or hybrid environments.
8. Knowledge of the e-discovery industry and products.
9. ITIL Certification.
10. Relativity Expert/Master certification.

Compensation

Relativity offers competitive, fair, and equitable compensation practices, including a base salary, annual bonus, and long-term incentives. The salary range for this role is between $117,000 and $175,000, with the final offer based on experience, skills, and internal pay equity. Hiring at the top end is uncommon to allow for future salary growth.