Technical Account Manager - ediscovery

Relativity; Kansas; Remote; USD 82,000 - 124,000; Full time

Job summary

A leading company in e-discovery solutions is seeking a Technical Account Manager to support customers in achieving their goals using the Relativity platform. This role involves proactive management of customer relationships, technical oversight, and collaboration with internal teams to ensure a positive customer experience. The ideal candidate will have a strong technical background, excellent communication skills, and relevant certifications.

Benefits

Competitive compensation

Performance bonus

Incentives

Qualifications

• 5+ years of technical experience in a customer-facing role.
• Experience with SQL and troubleshooting complex technical issues.
• Ability to manage multiple projects and prioritize effectively.

Responsibilities

• Develop account plans and strategies for customer success.
• Guide resolution of critical customer incidents.
• Collaborate with cross-functional teams to enhance product experience.

Skills

Technical experience with Relativity

SQL

Communication skills

Project management

Attention to detail

Education

Relativity Certified Administrator certification

ITIL Certification

Job description

Join to apply for the Technical Account Manager - ediscovery role at Relativity

5 days ago Be among the first 25 applicants

Join to apply for the Technical Account Manager - ediscovery role at Relativity

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.

Posting Type
Remote/Hybrid

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 work cross-functionally and apply critical thinking skills to solve problems and guide internal stakeholders to appropriate solutions for our business and customers.

Role Responsibilities

• Develop a robust understanding of projects impacting your service area and ensure 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; ensure future demand from growth and projects is understood and factored into capacity planning for customers.
• 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 team members in Product and Engineering to troubleshoot and resolve customer incidents.
• When interacting with customers, take the initiative to provide best practices on the use of Relativity.
• Maintain flexibility to work other time frames as needed.
• Demonstrate commitment to and uphold core company values.
• Follow Knowledge-Centered Support (KCS) processes and best practices.
• Exhibit SME knowledge in Relativity.

Minimum Qualifications

• Active Relativity Certified Administrator certification.

Preferred Qualifications

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

Relativity offers competitive compensation, including base salary, performance bonus, and incentives. The salary range is $82,000 to $124,000, based on experience and qualifications.