Lead Technical Account Manager - ediscovery

Relativity; Manchester (NH); Hybrid; USD 117,000 - 175,000; Full time

Job summary

An established industry player is seeking a Lead Technical Account Manager to join their proactive Technical Account Management Team. This role involves working closely with customers to ensure successful outcomes using a suite of products. You'll develop account strategies, guide technical resolutions, and collaborate cross-functionally to enhance customer experiences. Ideal candidates will have extensive experience with Relativity products, strong technical troubleshooting skills, and the ability to thrive under pressure. This position offers a competitive salary and opportunities for growth within a supportive and innovative environment.

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 a strong understanding of projects impacting your service area.
• Lead technical success plans to ensure customers have a positive experience.

Skills

Relativity products

SQL

Windows

Technical troubleshooting

Communication skills

Project management

Attention to detail

SaaS/IaaS experience

Knowledge of e-discovery

ITIL Certification

Relativity Expert/Master 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 for 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 customers. You will work cross-functionally, applying critical thinking to solve problems and guide internal 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, ensuring minimal service impact.
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 and factoring it into capacity planning.
5. Collaborate 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, service improvements, quality, and processes.
7. Partner with senior team members in Product and Engineering to troubleshoot and resolve customer incidents.
8. Proactively provide best practices to customers on using Relativity.
9. Maintain flexibility to work other time frames as needed.
10. Demonstrate commitment to 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 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, drive projects, and meet deadlines.
• Ability to manage multiple projects and prioritize effectively.
• Meticulous attention to detail.
• Experience in SaaS, IaaS, and/or hybrid environments.
• Knowledge of the e-discovery industry and products.
• ITIL Certification.
• Relativity Expert/Master certification.

Relativity is committed to fair compensation practices. The 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. Hiring at the top end is uncommon to allow for future salary growth.