Remote Technical Account Manager for Customer Success

Relativity; United States; Hybrid; USD 110,000 - 140,000; Full time

Job summary

Relativity is seeking a Technical Account Manager (TAM) to proactively support customers using the Relativity platform. You will develop account plans, guide technical success plans, and work cross-functionally with Product and Engineering to drive successful outcomes and KPI attainment.

The role requires strong communication, SaaS experience, and willingness to travel up to 10%. A Relativity Certified Administrator certification is preferred. Remote/hybrid flexibility is offered.

Qualifications

• Relativity Certified Administrator required.
• Proven experience with SQL and Windows platforms.
• Strong written and verbal communication skills.
• Ability to manage multiple projects and meet deadlines.
• Experience in SaaS/Hybrid environments and e-discovery is a plus.
• Willingness to travel up to 10% for customer engagements.

Responsibilities

• Develop a strong understanding of projects affecting 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.

Skills

SQL

Windows platform

Communication skills

SaaS/IaaS experience

Relativity Expert

Relativity Certified Administrator

Project management

Travel 10%

Education

ITIL Certification

Tools

Relativity Platform knowledge

Job description

Relativity is seeking a Technical Account Manager (TAM) to proactively support customers using the Relativity platform. You will develop account plans, guide technical success plans, and work cross-functionally with Product and Engineering to drive successful outcomes and KPI attainment.

The role requires strong communication, SaaS experience, and willingness to travel up to 10%. A Relativity Certified Administrator certification is preferred. Remote/hybrid flexibility is offered.