Technical Account Manager - ediscovery

Relativity; Omaha (NE); Remote; USD 82,000 - 124,000; Full time

Job summary

A leading company is seeking a Technical Account Manager to support customers with the Relativity suite. The role involves developing account strategies, managing technical relationships, and ensuring customer success through cross-functional collaboration. Candidates should have strong technical skills, including SQL and troubleshooting, along with exceptional communication abilities. This position offers a competitive salary and performance bonuses.

Qualifications

• 5+ years of technical experience in a customer-facing role.
• Exceptional written and verbal communication skills.

Responsibilities

• Develop account plans and strategies for customer objectives.
• Guide resolution of critical customer incidents.
• Lead technical success plans for positive customer experiences.

Skills

Communication

Problem Solving

Technical Troubleshooting

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 the Technical Account Management Team, the Technical Account Manager (TAM) works proactively with our customers to ensure strong outcomes with key customer projects, goals, and KPIs.

The TAM is responsible for developing an account plan and strategy for leveraging the Relativity platform to achieve the customers' desired objectives. The TAM performs ongoing technical account oversight and manages the technical relationship with the customer. In this role, you will be required to work cross-functionally and apply critical thinking skills to solve problems and guide internal stakeholders to appropriate solutions for our business and customers.

Job Description and Requirements

Role Responsibilities

1. Develop a robust understanding of projects impacting your service area and 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; ensuring future demand from growth and projects is understood and factored into capacity planning for customers.
5. Work collaboratively with cross-functional teams as an SME to enhance the product and create a better 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. Take the initiative to provide best practices on the use of Relativity when interacting with customers.
9. Maintain flexibility to work other time frames as needed or requested.
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

• 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, Windows platform, 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 based on objectives.
• 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 competitive, fair, and equitable compensation practices. This position is eligible for total compensation, including a competitive base salary, an annual performance bonus, and long-term incentives.

The expected salary range for this role is between $82,000 and $124,000. The final offered salary will be based on factors such as experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would be uncommon to allow for future salary growth in this position.