Lead Technical Account Manager - ediscovery

Relativity; Wilmington (DE); Hybrid; USD 117,000 - 175,000; Full time

Job summary

An established industry player is seeking a lead Technical Account Manager to join their Technical Account Management Team. This role is vital in ensuring customers achieve their goals using the Relativity suite of products. You will proactively manage customer relationships and oversee technical projects, ensuring minimal service impact and driving success. With a focus on collaboration, you will work with cross-functional teams to enhance product offerings and improve customer experiences. 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 Experience

SQL

Technical Troubleshooting

Communication Skills

Project Management

Attention to Detail

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 on 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 towards appropriate solutions for 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 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 with Relativity.

4. Be accountable for the quality of service provided; understand and incorporate future demand from growth and projects into capacity planning.

5. Work collaboratively with cross-functional teams as an SME to enhance the product and improve customer experience across 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 share best practices with customers regarding 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 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 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 is committed to fair and equitable pay practices. This position offers a total compensation package including a competitive salary, 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 equity. Typically, offers are made below the top of the range to allow for future salary growth.