Senior Technical Account Manager (Remote) - Relativity Expert

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

Job summary

Relativity in the United States 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 plans, and align outcomes with customer KPIs.

This role requires cross-functional collaboration with Product and Engineering, incident management, and guidance on best practices. Travel up to 10% for customer engagements; remote/hybrid work options are available.

Qualifications

• Proven experience with SQL and Windows platform and troubleshooting complex technical issues.
• Strong written and verbal communication skills.
• Experience working in SaaS, IaaS and/or hybrid environments.
• Knowledge of e-discovery industry and products.
• ITIL Certification.
• Relativity Certified Administrator (RCA) or Relativity Expert knowledge.

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.
• 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.

Skills

SQL

Windows platform

Strong communication

SaaS/Hybrid environments

Relativity expertise

Education

ITIL Certification

Relativity Certified Administrator

Job description

Relativity in the United States 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 plans, and align outcomes with customer KPIs.

This role requires cross-functional collaboration with Product and Engineering, incident management, and guidance on best practices. Travel up to 10% for customer engagements; remote/hybrid work options are available.