Lead Technical Account Manager - ediscovery

Relativity; Huntsville (AL); Hybrid; USD 117,000 - 175,000; Full time

Job summary

An established industry player seeks a Lead Technical Account Manager to join their proactive Technical Account Management Team. This role is pivotal in ensuring customers achieve their goals using the Relativity suite of products. You will develop strategies, manage technical relationships, and guide stakeholders through challenges. With a focus on collaboration and communication, you'll drive performance improvements and enhance customer experiences. If you have a strong technical background and a passion for customer success, this opportunity offers a competitive salary and the chance to make a significant impact in a dynamic environment.

Qualifications

• Extensive experience with Relativity products in customer-facing roles.
• Proven ability to troubleshoot complex technical issues.

Responsibilities

• Develop account plans and strategies for customer success.
• Guide resolution of critical customer incidents.
• Drive internal service review meetings focusing on performance.

Skills

Relativity products expertise

SQL

Technical troubleshooting

Communication skills

Project management

Attention to detail

Education

10+ years technical experience

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 plans and strategies to leverage the Relativity platform to meet customer objectives. This role involves ongoing technical oversight and managing the technical relationship with the customer. You will work cross-functionally, applying critical thinking to solve problems and guide 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, understanding future demand from growth and projects, and factoring this 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. 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 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, Windows platform, and troubleshooting complex technical issues.
• Strong written and verbal communication skills.
• Ability to work efficiently 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 is committed to fair and equitable pay practices. This position offers a competitive salary, annual bonus, and long-term incentives. The salary range is $117,000 to $175,000, with the final offer based on experience, skills, and internal pay equity. Salary at the top end is not typical, to allow for future growth.