Senior Technical Account Manager

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

Job Overview

TheTechnical Account Management Teamproactively supportsour customers in meeting their goals and overcoming any technical challenges encountered using the Relativity suite of products. As a member of the Technical Account Management Team, theTechnical Account Manager (TAM) works proactively with our customers to ensure strong outcomes with key customer projects, goals, and KPIs.

Posting Type

Remote/Hybrid

Job Description And Requirements

The TAM is responsible for developing an account plan and strategy for leveraging the Relativity platform to achieve the customers' desired objectives. The TAM performs ongoing technical account oversight and manages the technical relationship with the customer. In this role you will be required to work cross-functionally and apply critical thinking skills to solve problems and guide internal stakeholders to appropriate solutions for our business and customers.

• 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, takethe initiative toprovidethe best practiceson theuse ofRelativity


• Maintain the flexibility to work other time frames as needed or requested


• Commitment to and consistent demonstration of core company values


• Contributeto 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.

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 work efficiently under pressure, drive projects to completion and meet deadlines.


• Ability to manage multiple projects simultaneously and prioritize based on company and team objectives.


• Meticulous attention to detail.


• Experience working in a SaaS, IaaS and/or Hybrid environments


• Experience with and knowledge of e-discovery industry and products.


• ITIL Certification


• Relativity Expert

Compensation

Relativity is committed to competitive, fair, and equitable compensation practices.

This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives.

The expected salary range for this role is between following values:

$134,000 and $202,000

The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.

Required Skills

• Business Intelligence (BI), Communication, Data Analysis, Database Management, Data Governance, Data Visualization, Information Retrieval, Legal Analysis, Legal Research, Natural Language