Technical Account Manager - ediscovery

Relativity; Louisville (KY); Remote; USD 82,000 - 124,000; Full time

Job summary

A leading company in the e-discovery industry seeks a Technical Account Manager to support customers using the Relativity suite. This role involves developing account strategies, managing technical relationships, and ensuring successful project outcomes. The ideal candidate will have strong technical skills, exceptional communication abilities, and a commitment to service excellence.

Qualifications

• 5+ years of technical experience with Relativity products.
• Exceptional written and verbal communication skills.

Responsibilities

• Develop account plans and strategies for customer objectives.
• Lead technical success plans for positive customer experiences.
• Drive internal service review meetings on performance.

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 to achieve 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 internal stakeholders towards appropriate solutions for our business and customers.

Job Description and Requirements

Role Responsibilities

1. Develop a robust understanding of projects impacting your service area, ensuring 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, understanding and factoring 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 across multiple verticals.
6. Drive internal service review meetings covering performance, service improvements, quality, and process.
7. Partner with other senior team members in Product and Engineering to troubleshoot and resolve customer incidents.
8. Proactively provide best practices on the use of Relativity when interacting with customers.
9. Maintain flexibility to work other time frames as needed.
10. Demonstrate commitment to and uphold core company values.
11. Contribute to and follow Knowledge-Centered Support (KCS) processes and best practices.
12. Exhibit subject matter expert knowledge in Relativity.

Minimum Qualifications

• Must hold an active Relativity Certified Administrator certification.

Preferred Qualifications

• 5+ years of technical experience working with Relativity products in a customer-facing role.
• Proven experience with SQL and Windows platforms, and troubleshooting complex technical issues across the enterprise.
• 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 working in SaaS, IaaS, and/or Hybrid environments.
• Knowledge of the e-discovery industry and products.
• ITIL Certification.

Relativity is committed to fair and equitable compensation practices. This position offers a total compensation package including a competitive base salary, annual performance bonus, and long-term incentives. The salary range for this role is between $82,000 and $124,000, based on experience, skills, qualifications, and internal pay equity. The final offer will consider these factors, and hiring at the top end of the range is uncommon to allow for future salary growth.