Technical Account Manager - ediscovery

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

Job summary

A leading company in the e-discovery industry is seeking a Technical Account Manager to support customers using their suite of products. The role involves guiding technical success, managing projects, and collaborating with teams to ensure quality service. Ideal candidates will have strong communication skills and a Relativity certification, with a compensation package reflecting their experience.

Benefits

Performance bonuses

Incentives

Qualifications

• 5+ years of technical experience in a customer-facing role.
• Knowledge of the e-discovery industry and products.

Responsibilities

• Develop understanding of projects to minimize service impact.
• Lead technical success plans for positive customer experiences.
• Collaborate with teams to enhance products and customer experience.

Skills

Communication

Project Management

Troubleshooting

Education

Relativity Certified Administrator

ITIL Certification

Tools

SQL

Windows

Job description

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

2 days ago Be among the first 25 applicants.

Get AI-powered advice on this job and more exclusive features.

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 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 a robust understanding of projects impacting your service area to minimize service impact.
• Help 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 as an SME to enhance products and customer experience.
• Drive internal service review meetings on performance, improvements, and quality.
• Partner with Product and Engineering teams to troubleshoot and resolve incidents.
• Provide best practices to customers regarding the use of Relativity.
• Maintain flexibility to work other time zones 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.
• Experience with SQL, Windows, and troubleshooting complex technical issues.
• Excellent written and verbal communication skills.
• Ability to manage multiple projects under pressure and meet deadlines.
• Experience working in SaaS, IaaS, or Hybrid environments.
• Knowledge of the e-discovery industry and products.
• ITIL Certification.

Additional Details

The position offers a total compensation package including a base salary between $82,000 and $124,000, performance bonuses, and incentives, based on experience and qualifications.