Strategic Technical Account Manager (Relativity) - Remote

Relativity; Georgia; 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 using Relativity. The TAM will manage technical relationships, develop account plans, and provide guidance across cross-functional teams to ensure successful outcomes and KPI attainment.

You will lead technical success plans, oversee incidents, and collaborate with Product and Engineering to adopt best practices and improvements, while maintaining flexibility for travel and remote work.

Qualifications

• SQL and Windows platform experience; able to troubleshoot complex technical issues across the enterprise.
• Strong written and verbal communication skills.
• ITIL Certification and Relativity expertise (Relativity Expert; Certified Administrator) are valued.

Responsibilities

• Develop a strong understanding of projects impacting your service area; minimize service impact.
• Help guide the resolution of critical customer incidents.
• Lead technical success plans to ensure customers have a positive experience using Relativity.
• Be accountable for quality of service; factor future demand into capacity planning.
• Collaborate with cross-functional teams to enhance the product and customer experience across verticals.
• Drive internal service review meetings covering performance, service improvements, quality, and process.
• Partner with Product and Engineering to troubleshoot and resolve customer incidents.
• Provide best practices on the use of Relativity when engaging with customers.
• Maintain flexibility to work other time frames as needed.
• Commit to and demonstrate Relativity's core values.
• Follow Knowledge-Centered Support (KCS) processes.

Skills

Strong communication skills

Project management

Ability to manage multiple projects

Attention to detail

Education

ITIL Certification

Relativity Expert

Relativity Certified Administrator

Tools

SQL

Windows

Job description

Relativity is seeking a Technical Account Manager (TAM) to proactively support customers in achieving goals using Relativity. The TAM will manage technical relationships, develop account plans, and provide guidance across cross-functional teams to ensure successful outcomes and KPI attainment.

You will lead technical success plans, oversee incidents, and collaborate with Product and Engineering to adopt best practices and improvements, while maintaining flexibility for travel and remote work.