Remote Technical Account Manager — Strategic Customer Advocate

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

Job summary

Relativity is seeking a Technical Account Manager (TAM) to proactively support customers in achieving their goals with Relativity products. The TAM will manage technical relationships, guide success plans, and collaborate across Product, Engineering, and customer teams to ensure outstanding results.

The role requires cross-functional problem solving, incident resolution, and travel up to 10% for customer engagements. Remote/Hybrid work options are available in the United States.

Qualifications

• Develop an account plan and strategy for leveraging the Relativity platform to achieve the customer objectives.
• Provide ongoing technical account oversight and manage the technical relationship with the customer.
• Collaborate cross-functionally to solve problems and guide internal stakeholders to solutions.
• Travel up to 10% for customer engagements.
• Work with Product and Engineering to troubleshoot and resolve incidents.
• Lead technical success plans to ensure a positive customer experience using Relativity.
• Contribute to Knowledge-Centered Support (KCS) processes and best practices.

Responsibilities

• Develop a strong understanding of projects affecting your service area and minimize service impact.
• 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; factor future demand into capacity planning.
• Collaborate with cross-functional teams to enhance the product for better customer experience across verticals.
• Drive internal service reviews covering performance, quality, and process.
• Partner with senior team members in Product and Engineering to troubleshoot incidents.
• Provide best practices on the use of Relativity when engaging with customers.
• Maintain flexibility to work other time frames as needed.

Skills

SQL

Windows

Relativity Expert

ITIL Certification

e-discovery knowledge

SaaS/IaaS experience

Relativity Certified Administrator

Education

ITIL Certification

Tools

Relativity Platform

Job description

Relativity is seeking a Technical Account Manager (TAM) to proactively support customers in achieving their goals with Relativity products. The TAM will manage technical relationships, guide success plans, and collaborate across Product, Engineering, and customer teams to ensure outstanding results.

The role requires cross-functional problem solving, incident resolution, and travel up to 10% for customer engagements. Remote/Hybrid work options are available in the United States.