Technical Account Manager - ediscovery

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

Job summary

A leading company is seeking a Technical Account Manager to enhance customer success with their products. The role involves developing strategies, managing technical relationships, and collaborating with teams to ensure service quality. Ideal candidates will have a Relativity certification and strong technical experience.

Qualifications

• 5+ years of technical experience with Relativity products in a customer-facing role.
• Proven experience troubleshooting complex technical issues.

Responsibilities

• Develop account plans and strategies for customer objectives.
• Lead technical success plans for positive customer experiences.
• Drive internal service review meetings covering performance.

Skills

Communication

Problem Solving

Technical Oversight

Education

Relativity Certified Administrator

ITIL Certification

Tools

SQL

Windows

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 this team, the Technical Account Manager (TAM) works proactively with customers to ensure successful outcomes with key projects, goals, and KPIs.

The TAM is responsible for developing account plans and strategies to leverage the Relativity platform for the customer's objectives. This role involves ongoing technical oversight and managing the technical relationship with the customer. You will work cross-functionally, applying critical thinking to solve problems and guide internal stakeholders towards solutions that benefit both the business and the customers.

Job Description and Requirements

Role Responsibilities

1. Develop a robust understanding of projects impacting your service area and ensure service impact is minimized.
2. Help guide the resolution of critical customer incidents.
3. Lead technical success plans to ensure customers have a positive and successful experience using Relativity.
4. Be accountable for the quality of service provided; ensure future demand from growth and projects is understood and factored into capacity planning.
5. Collaborate with cross-functional teams as an SME to enhance the product and improve customer experience across multiple verticals.
6. Drive internal service review meetings covering performance, service improvements, quality, and processes.
7. Partner with senior team members in Product and Engineering to troubleshoot and resolve customer incidents.
8. Take initiative to provide best practices on the use of Relativity when interacting with customers.
9. Maintain flexibility to work other time frames as needed or requested.
10. Demonstrate commitment to and uphold core company values.
11. Contribute to and follow Knowledge-Centered Support (KCS) processes and best practices.
12. Exhibit subject matter expertise in Relativity.

Minimum Qualifications

• Active Relativity Certified Administrator certification.

Preferred Qualifications

• 5+ years of technical experience with Relativity products in a customer-facing role.
• Proven experience with SQL and Windows platforms, troubleshooting complex technical issues.
• Exceptional written and verbal communication skills.
• Ability to work efficiently under pressure, drive projects to completion, and meet deadlines.
• Ability to manage multiple projects and prioritize effectively.
• Meticulous attention to detail.
• Experience in SaaS, IaaS, and/or hybrid environments.
• Knowledge of the e-discovery industry and products.
• ITIL Certification.

Compensation

Relativity offers competitive, fair, and equitable compensation practices. This position is eligible for a total compensation package including a base salary, annual bonus, and long-term incentives. The salary range is between $82,000 and $124,000, based on experience, skills, and internal pay equity. The final salary will be determined at the time of offer, with the understanding that hiring at the top of the range is not typical to allow for future salary growth.