Technical Account Manager - ediscovery

Relativity; Philadelphia (Philadelphia County); Remote; USD 82,000 - 124,000; Full time

Job summary

A leading company is seeking a Technical Account Manager to support customers using their product suite. The role involves developing account strategies, ensuring successful project outcomes, and managing technical relationships. Candidates should have a Relativity certification and strong technical skills, particularly in SQL and Windows.

Qualifications

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

Responsibilities

• Develop account plans and strategies for leveraging the Relativity platform.
• Lead technical success plans to ensure positive customer experiences.

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 the 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 for leveraging the Relativity platform to achieve customer objectives. They perform ongoing technical oversight and manage the technical relationship with the customer. In this role, you will work cross-functionally, applying critical thinking skills to solve problems and guide internal stakeholders to appropriate solutions.

Job Description and Requirements

Role Responsibilities

1. Develop a robust understanding of projects impacting your service area and ensure 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; ensure future demand from growth and projects is understood and incorporated 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 processes.
7. Partner with other 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 other 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 required.

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, drive projects to completion, and meet deadlines.
• Ability to manage multiple projects and prioritize effectively.
• Meticulous attention to detail.
• Experience in SaaS, IaaS, or hybrid environments.
• Knowledge of the e-discovery industry and products.
• ITIL Certification preferred.

Relativity is committed to competitive, fair, and equitable compensation practices. This position offers a total compensation package including a base salary, annual bonus, and long-term incentives. The salary range is between $82,000 and $124,000, with the final offer based on experience, skills, and internal pay equity. Hiring at the top end of the range is not typical to allow for future salary growth.