Senior Technical Account Manager

LE0001 Relativity ODA LLC; Illinois; Hybrid; USD 134,000 - 202,000; Full time

Job summary

Relativity ODA LLC is seeking a Technical Account Manager to join the TAM team. You will proactively support customers using Relativity products, developing account plans and guiding technical outcomes.

This role requires Relativity experience, strong communication, and the ability to coordinate across Product and Engineering. Travel about 10% is expected, with hybrid/remote options in the US.

Qualifications

• Strong written and verbal communication skills.
• Experience with SaaS, IaaS, and hybrid environments.
• Relativity experience and expertise in handling complex technical issues.

Responsibilities

• Develop strong understanding of projects and minimize service impact.
• Lead technical success plans to ensure positive customer outcomes.
• Guide incident resolution and collaborate with Product/Engineering on improvements.
• Operate as SME and share best practices for Relativity use.
• Travel up to 10% for customer engagements.

Skills

SQL

Windows

Troubleshooting

Communication

Project management

Attention to detail

SaaS/IaaS experience

ITIL Certification

Relativity Expert

Tools

Relativity

Job description

Posting Type Remote/Hybrid 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. 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. This role requires prior Relativity experience.

Job Description and Requirements

• 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 to 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

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

We’re solving big data challenges in the legal tech industry, and we’re always looking for more people to join us on the journey. At Relativity, you'll learn cross-functional skills to grow your career and have the chance to make a big impact on our customers, our industry, and our communities. We admire and value our employees, so it’s no surprise that our hiring process is designed to help us really get to know you – and for you to get to know us, too.