Lead Technical Account Manager - ediscovery

Relativity; Washington (District of Columbia); Hybrid; USD 117,000 - 175,000; Full time

Job summary

An innovative firm is seeking a Lead Technical Account Manager to join its Technical Account Management Team. In this pivotal role, you will proactively support customers in achieving their goals using a leading suite of products. Your expertise will guide technical oversight, ensuring successful project outcomes and enhancing customer experiences. With a focus on collaboration and critical problem-solving, you’ll work cross-functionally to drive improvements and deliver best practices. If you have a passion for technology and a commitment to excellence, this opportunity offers a dynamic environment to make a significant impact.

Qualifications

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

Responsibilities

• Develop account plans and strategies for customer success.
• Lead technical success plans and guide resolution of incidents.

Skills

SQL

Technical Troubleshooting

Communication Skills

Project Management

Attention to Detail

Education

ITIL Certification

Relativity Expert/Master Certification

Tools

Relativity Suite

Windows Platform

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 internal stakeholders to appropriate solutions for our business and customers.

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 and factoring future demand into capacity planning.
5. Work collaboratively 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, 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 regarding the use of Relativity.
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 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.

Relativity is committed to fair and equitable compensation practices. This position offers a total compensation package including a competitive base salary, an annual performance bonus, and long-term incentives.

The salary range is between $117,000 and $175,000, with the final offer based on experience, skills, qualifications, and internal pay equity. The top of the range is typically not offered initially to allow for future salary growth.