Technical Account Manager - ediscovery

Relativity; Little Rock (AR); 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. Ideal candidates will have strong technical skills, particularly in Relativity, SQL, and communication. This position offers a competitive salary and opportunities for growth.

Qualifications

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

Responsibilities

• Develop account plans and strategies to leverage the Relativity platform.
• Lead technical success plans to ensure positive customer experience.

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 achieving customer objectives. They perform ongoing technical oversight and manage the technical relationship with the customer. This role requires cross-functional collaboration and critical thinking to solve problems and guide internal stakeholders to appropriate solutions.

Job Description and Requirements

Role Responsibilities

1. Develop a comprehensive 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 and successful experience using Relativity.
4. Be accountable for the quality of service provided, ensuring future demand from growth and projects is understood and incorporated 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 to discuss performance, service improvements, quality, and processes.
7. Partner with senior team members in Product and Engineering to troubleshoot and resolve customer incidents.
8. Proactively provide best practices on using Relativity when interacting with customers.
9. Maintain flexibility to work different time frames as needed.
10. Demonstrate commitment to core company values consistently.
11. Contribute to and follow Knowledge-Centered Support (KCS) processes and best practices.
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 and Windows platforms, troubleshooting complex technical issues across enterprise environments.
• Exceptional written and verbal communication skills.
• Ability to work efficiently under pressure, drive projects to completion, and meet deadlines.
• Ability to manage multiple projects simultaneously and prioritize effectively.
• Meticulous attention to detail.
• Experience in SaaS, IaaS, or hybrid environments.
• Knowledge of the e-discovery industry and products.
• ITIL Certification.

Compensation

Relativity offers competitive, fair, and equitable compensation practices. The position's total compensation includes a base salary, annual performance bonus, and long-term incentives. The salary range is between $82,000 and $124,000, with the final offer based on experience, skills, qualifications, and internal pay equity. Typically, hiring would not be at the top of the range to allow for future salary growth.