Technical Account Manager - ediscovery

Relativity; Portland (OR); 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. This role involves developing account strategies, ensuring successful project outcomes, and collaborating across teams to enhance customer experience. The ideal candidate will have technical expertise, strong communication skills, and a commitment to service quality.

Qualifications

• 5+ years of technical experience in a customer-facing role.
• Proven experience troubleshooting complex technical issues.

Responsibilities

• Develop account plans and strategies for customer success.
• Lead technical success plans and manage customer incidents.
• Collaborate with cross-functional teams to enhance product.

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 for key projects, goals, and KPIs.

The TAM is responsible for developing account plans and strategies to leverage the Relativity platform effectively. They perform ongoing technical oversight and manage the technical relationship with customers. 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 thorough understanding of projects affecting 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 positive and successful experiences with Relativity.
4. Be accountable for the quality of service provided, understanding and planning for future demand from growth and projects.
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 focusing on 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 to customers regarding the use of Relativity.
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, 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.

Compensation and Benefits

Relativity offers competitive, fair, and equitable compensation practices. The position 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, and internal pay equity. Typically, hiring occurs at a point below the top of the range to allow for future salary growth.