Lead Technical Account Manager - ediscovery

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

Job summary

An innovative firm is seeking a lead Technical Account Manager to enhance customer success with their advanced product suite. This role involves developing strategic account plans, managing technical relationships, and ensuring seamless project execution. Ideal candidates will have extensive experience with the Relativity platform and excel in troubleshooting and communication. Join a forward-thinking team where your expertise will drive customer satisfaction and product enhancement in a dynamic environment. Embrace this opportunity to make a significant impact in the e-discovery industry!

Qualifications

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

Responsibilities

• Develop understanding of projects impacting service area.
• Lead technical success plans for positive customer experiences.

Skills

Technical Account Management

SQL

Windows

Troubleshooting

Communication Skills

Project Management

Attention to Detail

SaaS/IaaS

e-Discovery Knowledge

ITIL Certification

Relativity Certification

Job description

Posting Type

Remote, Hybrid

Job Overview

The Technical Account Management Team proactively supports our customers in meeting their goals and overcoming technical challenges using the Relativity suite of products. The lead Technical Account Manager (TAM) works proactively with customers to ensure successful outcomes for key projects, goals, and KPIs.

The TAM develops account plans and strategies to leverage the Relativity platform for customer objectives. They perform ongoing technical oversight and manage the technical relationship with the customer. This role requires cross-functional collaboration and critical thinking to solve problems and guide stakeholders.

This position requires prior Relativity experience.

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 experience with Relativity.
4. Be accountable for service quality, understanding future demand, and capacity planning.
5. Collaborate with cross-functional teams as an SME to enhance the product and customer experience.
6. Drive internal service review meetings on performance, improvements, quality, and processes.
7. Partner with product and engineering teams to troubleshoot and resolve 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.
11. Contribute to and follow Knowledge-Centered Support (KCS) 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, and troubleshooting complex technical issues.
• Strong written and verbal communication skills.
• Ability to work under pressure, drive projects, and meet deadlines.
• 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 offers competitive, fair, and equitable compensation, including base salary, annual bonus, and long-term incentives. The salary range is $117,000 to $175,000, based on experience, skills, and internal pay equity. The final salary will be determined during the hiring process, with potential for growth.