Lead Technical Account Manager - ediscovery

Relativity; Newark (NJ); 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. This role involves proactively supporting customers in achieving their goals while overcoming technical challenges with the Relativity suite of products. You will develop account strategies, manage technical relationships, and collaborate with cross-functional teams to enhance customer experiences. With a focus on quality service and best practices, your expertise will drive positive outcomes for clients. If you have a passion for technology and customer success, this opportunity is perfect for you.

Qualifications

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

Responsibilities

• Develop account plans and strategies to leverage the Relativity platform.
• Lead technical success plans to ensure positive customer experiences.

Skills

Relativity Experience

SQL

Technical Troubleshooting

Communication Skills

Project Management

Attention to Detail

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 with 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 the customer. 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, understanding and factoring future demand from growth and projects into capacity planning.
5. Work collaboratively with cross-functional teams as an SME to enhance the product and improve customer experience across multiple verticals.
6. Drive internal service review meetings focusing on performance, service improvements, quality, and processes.
7. Partner with other senior team members in Product and Engineering to troubleshoot and resolve customer incidents.
8. Take the initiative to provide best practices on the use of Relativity when interacting with customers.
9. Maintain flexibility to work other time frames as needed or requested.
10. Demonstrate commitment to and uphold core company values.
11. Contribute to and follow Knowledge-Centered Support (KCS) processes and best practices.
12. Exhibit subject matter expert (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 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 total compensation package including a competitive base salary, 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, qualifications, and internal pay equity. Hiring at the top end of the range is uncommon to allow for future salary growth.