Lead Technical Account Manager - ediscovery

Relativity; Los Angeles (CA); Hybrid; USD 117,000 - 175,000; Full time

Job summary

An established industry player is seeking a Lead Technical Account Manager to join their Technical Account Management Team. In this pivotal role, you will proactively support customers in achieving their goals and overcoming technical challenges using an innovative suite of products. Your expertise will guide internal stakeholders and enhance customer experiences through effective account management and strategic oversight. This position offers the opportunity to work in a dynamic environment, collaborating with cross-functional teams while ensuring service quality and driving performance improvements. If you have a passion for technology and customer success, this is the perfect opportunity for you.

Qualifications

• 10+ years of technical experience with Relativity products in a customer-facing role.
• Strong communication skills and ability to manage multiple projects.

Responsibilities

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

Skills

Technical Account Management

SQL

Communication Skills

Problem-Solving

Attention to Detail

Tools

Relativity

Windows

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. As a Lead Technical Account Manager (TAM), you will work proactively with customers to ensure successful outcomes on key projects, goals, and KPIs.

The TAM develops account plans and strategies to leverage the Relativity platform effectively. Responsibilities include ongoing technical oversight and managing the technical relationship with clients. The role requires cross-functional collaboration, critical thinking, and problem-solving skills to guide internal stakeholders and deliver solutions.

This position requires prior Relativity experience.

Job Description and Requirements

Role Responsibilities

1. Develop a deep understanding of projects impacting your service area and minimize service impact.
2. Assist in guiding the resolution of critical customer incidents.
3. Lead technical success plans to ensure positive customer experiences with Relativity.
4. Ensure service quality and incorporate growth and project demands into capacity planning.
5. Collaborate with cross-functional teams as an SME to enhance products and customer experience.
6. Drive internal reviews on performance, service improvements, quality, and processes.
7. Partner with product and engineering teams to troubleshoot and resolve incidents.
8. Proactively share best practices for using Relativity with customers.
9. Maintain flexibility to work different time zones as needed.
10. Demonstrate commitment to company values consistently.
11. 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, and troubleshooting complex technical issues.
• Strong communication skills.
• Ability to work under pressure, manage multiple projects, and meet deadlines.
• 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 compensation practices. The position offers a competitive salary, an annual bonus, and long-term incentives. The salary range is $117,000 to $175,000, based on experience and qualifications. The final offer will consider various factors, and salary progression is expected over time.