Lead Technical Account Manager - ediscovery

Relativity; Nashville (TN); Hybrid; USD 117,000 - 175,000; Full time

Job summary

An innovative firm 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 while overcoming technical challenges with the Relativity suite of products. Your expertise will guide internal stakeholders and ensure successful project outcomes. With a strong emphasis on collaboration and critical thinking, you will lead initiatives that enhance customer satisfaction and drive service improvements. This is a unique opportunity to make a significant impact in a dynamic environment that values technical excellence and customer success.

Qualifications

• 10+ years of technical experience in a customer-facing role.
• Proven experience with SQL and troubleshooting complex issues.

Responsibilities

• Develop account plans to leverage the Relativity platform for customer objectives.
• Lead technical success plans ensuring positive customer experiences.

Skills

Relativity products

SQL

Technical troubleshooting

Communication skills

Project management

Attention to detail

SaaS/IaaS

e-discovery knowledge

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 oversight and managing the technical relationship with customers. You will work cross-functionally, applying critical thinking to solve problems and guide internal stakeholders towards 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; ensure future demand from growth and projects is understood and factored into capacity planning.
5. Work collaboratively with cross-functional teams as an SME to enhance the product and improve customer experience across various verticals.
6. Drive internal service review meetings to discuss 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 regarding the use of Relativity.
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 with Relativity products in a customer-facing role.
• Proven experience with SQL, Windows platform, and troubleshooting complex technical issues enterprise-wide.
• Strong written and verbal communication skills.
• Ability to work efficiently under pressure, drive projects to completion, 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.

Compensation

Relativity offers competitive, fair, and equitable pay practices. This position includes a base salary, annual bonus, and long-term incentives. The salary range is between $117,000 and $175,000, with the final offer based on experience, skills, and internal pay equity. Salary at the top end of the range is uncommon to allow for future growth.