Lead Technical Account Manager - ediscovery

Relativity; Indianapolis (IN); Hybrid; USD 117,000 - 175,000; Full time

Job summary

A forward-thinking company is seeking a Lead Technical Account Manager to join their dynamic team. This role focuses on proactively supporting customers in achieving their goals using an innovative suite of products. You will develop account strategies, manage technical relationships, and ensure successful project outcomes. If you thrive in a collaborative environment and have a strong technical background, this position offers an exciting opportunity to make a significant impact in the e-discovery industry. Join a team dedicated to excellence and customer satisfaction, where your expertise will drive success!

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

Skills

Technical Account Management

SQL

Windows Platform

Customer Communication

Project Management

Technical Troubleshooting

Attention to Detail

SaaS/IaaS Knowledge

E-Discovery Knowledge

ITIL 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 achieve customer objectives. This role involves ongoing technical account oversight and managing the technical relationship with customers. You will work cross-functionally, applying critical thinking to solve problems and guide internal stakeholders to appropriate solutions.

Prior Relativity experience is required for this role.

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, ensuring future demand from growth and projects is understood and factored into capacity planning for customers.

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 product and engineering teams to troubleshoot and resolve customer incidents.

8. Proactively provide best practices on using Relativity when interacting with customers.

9. Maintain flexibility to work other time frames as needed or requested.

10. Demonstrate commitment to and uphold core 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 working with Relativity products in a customer-facing role.
• Proven experience with SQL, Windows platform, and 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 effectively.
• Meticulous attention to detail.
• Experience working 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 is eligible for a total compensation package that includes a competitive base salary, an annual performance bonus, and long-term incentives.

The salary range for this role is between $117,000 and $175,000. The final offer will depend on experience, skills, qualifications, and internal pay equity. Typically, hiring occurs below the top of the range to allow for future salary growth.