Technical Account Manager - ediscovery

Relativity; Salt Lake City (UT); Remote; USD 82,000 - 124,000; Full time

Job summary

A leading company in the tech industry seeks a Technical Account Manager to support customers using the Relativity suite. The role involves developing account strategies, resolving technical issues, and ensuring positive customer experiences. Ideal candidates will have relevant certifications and strong communication skills.

Qualifications

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

Responsibilities

• Develop account plans to leverage the Relativity platform.
• Lead technical success plans for customer experience.
• Drive internal service review meetings.

Skills

Communication

Project Management

Problem Solving

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 in achieving customer objectives. The role involves ongoing technical account oversight and managing the technical relationship with the customer. You will work cross-functionally, applying critical thinking to solve problems and guide stakeholders to suitable solutions for our business and customers.

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, ensuring future demand from growth and projects is understood and factored 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 senior team members in Product and Engineering to troubleshoot and resolve customer incidents.
8. Take the initiative to provide best practices to customers on using Relativity.
9. Maintain flexibility to work other time frames as needed or requested.
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, and/or hybrid environments.
• Knowledge of the e-discovery industry and products.
• ITIL Certification.

Compensation

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