Technical Account Manager

Relativity; Charleston (WV); Remote; USD 82,000 - 124,000; Full time

Job summary

A leading tech firm is seeking a Technical Account Manager to proactively assist customers using their suite of products. This role involves managing customer relationships, ensuring service quality, and collaborating with teams to enhance product experiences. Candidates should have a Relativity Certified Administrator certification and strong skills in SQL and technical issue troubleshooting. Competitive salary and bonus structure offered, with salary range between $82,000 and $124,000.

Benefits

Competitive base salary

Annual performance bonus

Long-term incentives

Qualifications

• Relativity Certified Administrator certificate.
• Proven experience with SQL and Windows platform.
• Experience troubleshooting complex technical issues across the enterprise.

Responsibilities

• Develop understanding of service area projects.
• Guide resolution of critical customer incidents.
• Lead technical success plans for customers.
• Accountable for service quality.
• Collaborate with teams to enhance product.
• Drive internal service review meetings.
• Provide best practices on Relativity usage.
• Work flexible hours as needed.

Skills

Relativity Certified Administrator

SQL

Complex technical issue troubleshooting

Written and verbal communication skills

Time management

Attention to detail

SaaS, IaaS, Hybrid environments

Knowledge of e-discovery industry

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 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.

Job Description and Requirements

Role Responsibilities

• Develop a robust 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.

Required Qualifications

• Relativity Certified Administrator certificate

Preferred Qualifications

• Proven experience with SQL and Windows platform, and/or experience troubleshooting complex technical issues across the enterprise.
• 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 environment.
• Experience with and knowledge of e-discovery industry and products.
• ITIL 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 $82,000 and $124,000. 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.