Technical Account Manager - ediscovery

Relativity; Chicago (IL); Remote; USD 82,000 - 124,000; Full time

Job summary

A leading company is seeking a Technical Account Manager to support customers using their suite of products. The role involves developing account strategies, managing technical relationships, and ensuring successful project outcomes. Candidates should have a Relativity certification and strong communication skills. The position offers competitive compensation with a salary range of $82,000 to $124,000, depending on experience.

Qualifications

• 5+ years of technical experience with Relativity in a customer-facing role.

Responsibilities

• Develop account plans and strategies to leverage the Relativity platform.
• Lead technical success plans to ensure positive customer experiences.
• Drive internal service review meetings to discuss performance.

Skills

Communication

Problem Solving

Attention to Detail

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 to meet customer 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 stakeholders to appropriate solutions.

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; understand and incorporate future demand from growth and projects into capacity planning.
5. Work collaboratively with cross-functional teams as an SME to enhance the product and improve customer experience.
6. Drive internal service review meetings to discuss performance, service improvements, quality, and processes.
7. Partner with product and engineering teams to troubleshoot and resolve customer incidents.
8. Proactively provide best practices on using Relativity when interacting with customers.
9. Maintain flexibility to work other time frames as needed.
10. Demonstrate commitment to company values consistently.
11. Follow Knowledge-Centered Support (KCS) processes and best practices.
12. Exhibit SME knowledge in Relativity.

Minimum Qualifications

• Active Relativity Certified Administrator certification required.

Preferred Qualifications

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

Relativity offers competitive compensation, including a base salary, performance bonus, and incentives.

The salary range is between $82,000 and $124,000, based on experience, skills, and internal pay equity. The final offer will consider these factors, and hiring at the top of the range is not typical to allow for future salary growth.