Lead Technical Account Manager - ediscovery

Relativity; Philadelphia (Philadelphia County); Hybrid; USD 117,000 - 175,000; Full time

Job summary

An innovative company is seeking a Lead Technical Account Manager to support customers in achieving their goals using a leading suite of products. This role involves developing strategies, managing technical relationships, and ensuring successful outcomes for key projects. The ideal candidate will have extensive experience in technical account management and a strong understanding of the e-discovery industry. Join a forward-thinking team that values commitment to excellence and offers competitive compensation and growth opportunities.

Qualifications

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

Responsibilities

• Develop account strategies and guide resolution of critical customer incidents.
• Collaborate with cross-functional teams to enhance product and customer experience.

Skills

Technical Account Management

SQL

Windows Platform

Troubleshooting

Communication Skills

Project Management

Attention to Detail

Knowledge of e-discovery

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 for 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 internal 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 from growth and projects, and incorporating this 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 focusing on 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 the use of Relativity when interacting with customers.
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 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, and meet deadlines.
• Ability to manage multiple projects and prioritize effectively.
• Meticulous attention to detail.
• Experience working 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. This position offers a competitive salary, an 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. Hiring at the top end of the range is uncommon to allow for future salary growth.