Lead Technical Account Manager - ediscovery

Relativity; Portland (ME); Hybrid; USD 117,000 - 175,000; Full time

Job summary

An innovative company is seeking a Lead Technical Account Manager to join their Technical Account Management Team. This role is pivotal in ensuring customers achieve their goals using the Relativity suite of products. You will proactively manage customer relationships, develop strategies, and provide technical oversight to guide clients through challenges. With a focus on collaboration and problem-solving, you'll work cross-functionally to enhance customer experiences and drive project success. If you have a strong technical background and a passion for customer success, this opportunity is perfect for you.

Qualifications

• 10+ years of technical experience with Relativity products in a customer-facing role.
• 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 customers have a positive experience.

Skills

Relativity products

SQL

Windows platform

Technical troubleshooting

Communication skills

Project management

Attention to detail

SaaS/IaaS environments

E-discovery knowledge

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 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 stakeholders to 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 customers have a positive and successful experience using Relativity.
4. Be accountable for the quality of service provided, understanding future demand for 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 covering 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 on the use of Relativity.
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) 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.
• 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 in SaaS, IaaS, and/or hybrid environments.
• Knowledge of the e-discovery industry and products.
• ITIL Certification.
• Relativity Expert/Master certification.

Relativity is committed to fair and equitable compensation practices. This position offers a competitive salary, annual bonus, and long-term incentives. The salary range is between $117,000 and $175,000, based on experience and qualifications.