Lead Technical Account Manager - ediscovery

Relativity; Salt Lake City (UT); Hybrid; USD 117,000 - 175,000; Full time

Job summary

An innovative company is seeking a Lead Technical Account Manager to join their proactive Technical Account Management Team. This role is pivotal in ensuring customers achieve their goals while navigating technical challenges with a leading suite of products. You will develop strategic account plans, oversee technical relationships, and collaborate cross-functionally to drive customer success. If you have extensive experience with Relativity products and excel in a customer-facing role, this opportunity offers a competitive salary and a chance to make a significant impact in the e-discovery industry.

Qualifications

• 10+ years of technical experience with Relativity products.
• Strong troubleshooting skills across enterprise systems.

Responsibilities

• Develop account plans and strategies for customer success.
• Lead technical success plans to enhance customer experience.

Skills

Relativity products expertise

SQL

Technical troubleshooting

Communication skills

Project management

Attention to detail

SaaS/IaaS knowledge

e-discovery industry knowledge

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. The 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 internal stakeholders to 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 future demand from growth and projects, and factoring 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 covering 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 using 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 subject matter expert 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 compensation practices. This position offers a competitive salary, an annual performance bonus, and long-term incentives.

The salary range for this role is between $117,000 and $175,000, based on experience, skills, and qualifications. The final offer will consider internal pay equity and other factors. Typically, hiring occurs toward the lower to mid-range of this spectrum to allow for future salary growth.