Remote Senior Technical Account Manager (Relativity SME)

Relativity; Illinois; Hybrid; USD 134,000 - 202,000; Full time

Job summary

Relativity is seeking a Technical Account Manager (TAM) to proactively support customers in achieving goals with the Relativity platform. You will manage technical relationships, develop account strategies, and guide customers through critical incidents and success plans.

You will collaborate with Product and Engineering, travel up to 10% for customer engagements, and ensure high quality service while aligning with company values. Experience with SaaS and ITIL is preferred.

Qualifications

• Proven experience with SQL and Windows platform, and/or experience troubleshooting complex technical issues across the enterprise.
• Strong written and verbal communication skills
• Ability to manage multiple projects simultaneously and prioritize based on company and team objectives.
• Meticulous attention to detail.
• Experience with and knowledge of e-discovery industry and products.
• ITIL Certification
• Relativity Expert

Responsibilities

• Develop a strong understanding of projects impacting your service area and ensuring service impact is minimized
• Help guide the resolution of critical customer incidents
• Lead technical success plans to ensure customers have a positive and successful experience using Relativity
• Be accountable for the quality of Service provided; ensuring future demand from growth and projects is understood and factored into capacity planning for customers
• In the role of an SME, work collaboratively with cross-functional teams to enhance the product and create a better customer experience across multiple verticals
• Drive internal service review meetings covering performance, service improvements, quality, and process
• Partner with other senior level team members in Product, and Engineering as needed to troubleshoot and resolve customer incidents
• When interacting with our customers, take the initiative to provide the best practices on the use of Relativity
• Maintain the flexibility to work other time frames as needed or requested
• Commitment to and consistent demonstration of core company values
• Contribute to and follow Knowledge-Centered Support (KCS) processes and best practices
• Exhibit subject matter expert (SME) knowledge in Relativity
• Relativity Certified Administrator required
• Ability travel 10% of the time for customer engagements.

Job description

Relativity is seeking a Technical Account Manager (TAM) to proactively support customers in achieving goals with the Relativity platform. You will manage technical relationships, develop account strategies, and guide customers through critical incidents and success plans.

You will collaborate with Product and Engineering, travel up to 10% for customer engagements, and ensure high quality service while aligning with company values. Experience with SaaS and ITIL is preferred.