Lead Technical Account Manager - ediscovery

Relativity; Oklahoma City (OK); 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 and overcoming technical challenges with a leading suite of products. This position requires a strong understanding of account strategies, technical oversight, and collaboration with cross-functional teams. Your expertise in Relativity products, along with your ability to communicate effectively and manage multiple projects, will ensure customer satisfaction and drive success. If you thrive in a dynamic environment and are passionate about technology, this opportunity is perfect for you.

Qualifications

• 10+ years of technical experience in a customer-facing role.
• Strong written and verbal communication skills.

Responsibilities

• Develop account strategies and oversee technical relationships.
• Guide resolution of critical customer incidents and ensure positive experiences.

Skills

Relativity products expertise

SQL

Windows platform troubleshooting

Technical communication

Project management

Attention to detail

SaaS/IaaS knowledge

E-discovery industry knowledge

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 strategies to leverage the Relativity platform effectively. 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 stakeholders towards solutions that benefit both the business and customers.

Prior Relativity experience is required for this role.

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 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. Proactively 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 consistently.
11. Contribute to and follow Knowledge-Centered Support (KCS) practices.
12. Exhibit SME knowledge in Relativity.

Preferred Qualifications

1. 10+ years of technical experience with Relativity products in a customer-facing role.
2. Proven experience with SQL, Windows platform, and troubleshooting complex technical issues.
3. Strong written and verbal communication skills.
4. Ability to work efficiently under pressure, drive projects, and meet deadlines.
5. Manage multiple projects simultaneously, prioritizing effectively.
6. Meticulous attention to detail.
7. Experience in SaaS, IaaS, or Hybrid environments.
8. Knowledge of the e-discovery industry and products.
9. ITIL Certification.
10. Relativity Expert/Master certification.

Compensation

Relativity offers competitive, fair, and equitable compensation practices. The total package includes a base salary, annual performance bonus, and long-term incentives. The salary range for this role is $117,000 to $175,000, based on experience, skills, and internal pay equity. The top of the range is not typically offered initially, allowing room for future salary growth.