Senior Technical Account Manager

Relativity; Portland (ME); Remote; USD 100,000 - 150,000; Full time

Job summary

A technology company is seeking a Technical Account Manager to proactively support customers using their suite of products. The ideal candidate will have extensive customer support experience, strong communication skills, and a certification as a Relativity Certified Administrator. Responsibilities include leading technical success plans and collaborating with internal teams. The position offers a competitive salary ranging from $100,000 to $150,000, along with performance bonuses and incentives.

Benefits

Competitive base salary

Annual performance bonus

Long-term incentives

Qualifications

• 7+ years in a technical role directly supporting customers.
• Experience in SaaS, IaaS, and/or Hybrid environments.
• Experience with e-discovery industry and products.

Responsibilities

• Develop a strong understanding of projects impacting service area.
• Help guide the resolution of critical customer incidents.
• Lead technical success plans to enhance customer experience.
• Partner with other teams to troubleshoot customer incidents.

Skills

Customer support experience

Written and verbal communication skills

Project management

Attention to detail

Problem-solving

Flexibility

Education

Relativity Certified Administrator

ITIL Certification

Job description

Posting Type

Remote/Hybrid

Job Overview

The Technical Account Management Team proactively supports our 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, the lead Technical 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

Role 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

Job Requirements

• Relativity Certified Administrator required

Preferred Qualifications

• 7+ years in a technical role directly supporting customers
• Highly-developed 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/Master certification

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

$100,000 and $150,000

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.