Technical Account Manager - ediscovery

Relativity; Las Vegas (NV); Remote; USD 82,000 - 124,000; Full time

Job summary

A leading company in e-discovery seeks a Technical Account Manager to enhance customer experiences with their suite of products. The role involves proactive support, technical oversight, and collaboration with cross-functional teams to ensure successful outcomes. Candidates should have a Relativity certification and strong technical troubleshooting skills.

Benefits

Annual Bonus

Long-term Incentives

Qualifications

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

Responsibilities

• Develop account plans and strategies to leverage the Relativity platform.
• Guide resolution of critical customer incidents.
• Drive internal service review meetings on performance.

Skills

SQL

Communication

Technical Troubleshooting

Attention to Detail

Education

Relativity Certified Administrator

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 technical challenges 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 develops account plans and strategies to leverage the Relativity platform for customer objectives. They perform ongoing technical oversight and manage relationships, working cross-functionally to solve problems and guide stakeholders to appropriate solutions.

Job Description and Requirements

Role Responsibilities

1. Develop a thorough understanding of projects impacting your service area to minimize service impact.
2. Help guide the resolution of critical customer incidents.
3. Lead technical success plans to ensure customers have a positive experience using Relativity.
4. Be accountable for service quality, understanding future demand for capacity planning.
5. Collaborate with cross-functional teams as an SME to enhance the product and improve customer experience.
6. Drive internal service review meetings on performance and process improvements.
7. Partner with Product and Engineering teams to troubleshoot and resolve incidents.
8. Proactively provide best practices on using Relativity during customer interactions.
9. Maintain flexibility to work other time frames as needed.
10. Demonstrate commitment to company values consistently.
11. Contribute to and follow Knowledge-Centered Support (KCS) processes.
12. Exhibit SME knowledge 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, Windows platform, and troubleshooting complex technical issues.
• Exceptional written and verbal communication skills.
• Ability to work efficiently under pressure, manage multiple projects, and meet deadlines.
• Meticulous attention to detail.
• Experience in SaaS, IaaS, or Hybrid environments.
• Knowledge of the e-discovery industry and products.
• ITIL Certification.

Relativity is committed to fair and equitable compensation practices. The position offers a competitive salary, annual bonus, and long-term incentives. The expected salary range is $82,000 to $124,000, with the final offer based on experience, skills, and internal pay equity.