Senior Technical Account Manager (Relativity) — Remote

Relativity; New York (NY); 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 business goals using the Relativity suite. You will craft account plans, guide cross-functional teams, and manage the technical relationship to meet customer KPIs.

This remote/hybrid role requires Relativity experience and the ability to travel up to 10% for customer engagements. The position emphasizes strong SQL/Windows skills and a customer-first mindset.

Qualifications

• Proven experience with SQL and Windows platforms.
• Strong written and verbal communication skills.
• Experience troubleshooting complex technical issues in enterprise environments.
• Experience in SaaS, IaaS, or Hybrid environments.
• Relativity Certified Administrator is required.

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 plan, timing 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 to travel 10% of the time for customer engagements.

Skills

SQL

Windows

Communication

Troubleshooting

SaaS / IaaS

Education

Relativity Certified Administrator

Tools

Relativity

KCS processes

ITIL

Job description

Relativity is seeking a Technical Account Manager (TAM) to proactively support customers in achieving their business goals using the Relativity suite. You will craft account plans, guide cross-functional teams, and manage the technical relationship to meet customer KPIs.

This remote/hybrid role requires Relativity experience and the ability to travel up to 10% for customer engagements. The position emphasizes strong SQL/Windows skills and a customer-first mindset.