Lead Technical Account Manager - ediscovery

Relativity; New York (NY); 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. This role involves proactively supporting customers, developing strategies for utilizing the Relativity suite, and ensuring successful project outcomes. You will be the key technical liaison, collaborating cross-functionally to resolve issues and enhance customer experience. With a focus on quality service and best practices, this position offers a unique opportunity to make a significant impact in the e-discovery industry. If you have extensive experience with Relativity and a passion for customer success, this role is perfect for you.

Qualifications

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

Responsibilities

• Develop account plans and strategies leveraging the Relativity platform.
• Guide resolution of critical customer incidents and ensure service quality.

Skills

Technical Account Management

SQL

Windows Platform

Troubleshooting

Communication Skills

Project Management

Attention to Detail

SaaS/IaaS

e-Discovery Knowledge

ITIL Certification

Tools

Relativity Suite

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 effectively. The role involves ongoing technical oversight and managing the technical relationship with the customer. You will work cross-functionally, applying critical thinking to solve problems and guide 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 minimal service impact.
2. Help guide the resolution of critical customer incidents.
3. Lead technical success plans to ensure 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 multiple 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. Take the initiative to provide best practices on using Relativity when interacting with customers.
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 working with Relativity products in a customer-facing role.
• Proven experience with SQL, Windows platform, and troubleshooting complex technical issues.
• 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, 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 base salary, an annual performance 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 of the range is uncommon to allow for future growth.