Lead Technical Account Manager - ediscovery

Relativity; Minneapolis (MN); 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 focuses on ensuring customer success with the Relativity suite of products, requiring strong technical expertise and the ability to guide stakeholders through challenges. The ideal candidate will have over 10 years of experience in a customer-facing role, demonstrating exceptional problem-solving skills and a commitment to service excellence. This position offers a competitive salary and a supportive environment for professional growth, making it an exciting opportunity for those passionate about technology and customer 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 a strong understanding of projects impacting your service area.
• Lead technical success plans to ensure customers have a positive experience.

Skills

Relativity products

SQL

Technical troubleshooting

Communication skills

Project management

Education

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 on key projects, goals, and KPIs.

The TAM develops account plans and strategies to leverage the Relativity platform effectively, performs ongoing technical oversight, and manages the technical relationship with the customer. This role requires working cross-functionally and applying critical thinking to solve problems and guide stakeholders to appropriate solutions.

Prior Relativity experience is required for this role.

Job Description and Requirements

Role Responsibilities

• Develop a strong understanding of projects impacting your service area and ensure service impact is minimized.
• Help guide the resolution of critical customer incidents.
• Lead technical success plans to ensure customers have a positive and successful experience using Relativity.
• Be accountable for the quality of service provided, understanding future demand for growth and projects, and factoring this into capacity planning.
• Work collaboratively with cross-functional teams as an SME to enhance the product and improve customer experience across multiple verticals.
• Drive internal service review meetings focusing on performance, service improvements, quality, and processes.
• Partner with senior team members in Product and Engineering to troubleshoot and resolve customer incidents.
• Take initiative when interacting with customers to provide best practices on using Relativity.
• Maintain flexibility to work other time frames as needed.
• Demonstrate commitment to core company values consistently.
• Contribute to and follow Knowledge-Centered Support (KCS) processes and best practices.
• 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 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 pay practices. This position offers a competitive salary, an annual performance bonus, and long-term incentives. The salary range is between $117,000 and $175,000, based on experience, skills, and internal pay equity. The final offer will consider these factors, and hiring at the top end of the range is not typical to allow for future salary growth.