Technical Account Manager - ediscovery

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

Job summary

A leading company in software development seeks a Technical Account Manager to support customers with the Relativity suite. This role involves guiding technical success plans, resolving incidents, and collaborating with teams to enhance customer experience. Candidates should have a Relativity certification and strong technical skills.

Qualifications

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

Responsibilities

• Guide the resolution of critical customer incidents.
• Collaborate with cross-functional teams to enhance products.
• Drive internal service review meetings on performance.

Skills

Communication

Problem Solving

Education

Relativity Certified Administrator

ITIL Certification

Tools

SQL

Windows

Job description

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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.

Posting Type: Remote/Hybrid

Role Responsibilities

• Develop understanding of projects impacting your service area to minimize service impact.
• Guide the resolution of critical customer incidents.
• Lead technical success plans to ensure positive customer experiences.
• Ensure quality of service and capacity planning for future demand.
• Collaborate with cross-functional teams to enhance products and customer experience.
• Drive internal service review meetings on performance and improvements.
• Partner with Product and Engineering teams to troubleshoot customer incidents.
• Provide best practices on using Relativity during customer interactions.
• Maintain flexibility to work other time frames as needed.
• Demonstrate core company values consistently.
• 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.
• Proficiency with SQL, Windows, and troubleshooting complex technical issues.
• Excellent communication skills.
• Ability to work under pressure, manage multiple projects, and meet deadlines.
• Experience in SaaS, IaaS, or Hybrid environments.
• Knowledge of e-discovery industry and products.
• ITIL Certification.

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

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Sales and Business Development
• Industries: Software Development