Technical Account Manager - ediscovery

Relativity; United States; Hybrid; USD 110,000 - 140,000; Full time

Job summary

Relativity is seeking a Technical Account Manager (TAM) to proactively support customers using the Relativity platform. You will develop account plans, guide technical success plans, and work cross-functionally with Product and Engineering to drive successful outcomes and KPI attainment.

The role requires strong communication, SaaS experience, and willingness to travel up to 10%. A Relativity Certified Administrator certification is preferred. Remote/hybrid flexibility is offered.

Qualifications

• Relativity Certified Administrator required.
• Proven experience with SQL and Windows platforms.
• Strong written and verbal communication skills.
• Ability to manage multiple projects and meet deadlines.
• Experience in SaaS/Hybrid environments and e-discovery is a plus.
• Willingness to travel up to 10% for customer engagements.

Responsibilities

• Develop a strong understanding of projects affecting your service area and ensuring service impact is minimized.
• Help guide the resolution of critical customer incidents.
• Lead technical success plans to ensure customers have a positive and successful experience using Relativity.
• Be accountable for the quality of Service provided; ensuring future demand from growth and projects is understood and factored into capacity planning for customers.
• In the role of an SME, work collaboratively with cross-functional teams to enhance the product and create a better customer experience across multiple verticals.
• Drive internal service review meetings covering performance, service improvements, quality, and process.
• Partner with other senior level team members in Product, and Engineering as needed to troubleshoot and resolve customer incidents.
• When interacting with our customers, take the initiative to provide the best practices on the use of Relativity.
• Maintain the flexibility to work other time frames as needed or requested.
• Commitment to and consistent demonstration of core company values.
• Contribute to and follow Knowledge-Centered Support (KCS) processes and best practices.
• Exhibit subject matter expert (SME) knowledge in Relativity.
• Relativity Certified Administrator required.

Skills

SQL

Windows platform

Communication skills

SaaS/IaaS experience

Relativity Expert

Relativity Certified Administrator

Project management

Travel 10%

Education

ITIL Certification

Tools

Relativity Platform knowledge

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. This role requires prior Relativity experience.

Job Description and Requirements

• Develop a strong understanding of projects impacting your service area and ensuring service impact is minimized
• Help guide the resolution of critical customer incidents
• Lead technical success plans to ensure customers have a positive and successful experience using Relativity
• Be accountable for the quality of Service provided; ensuring future demand from growth and projects is understood and factored into capacity planning for customers
• In the role of an SME, work collaboratively with cross-functional teams to enhance the product and create a better customer experience across multiple verticals
• Drive internal service review meetings covering performance, service improvements, quality, and process
• Partner with other senior level team members in Product, and Engineering as needed to troubleshoot and resolve customer incidents
• When interacting with our customers, take the initiative to provide the best practices on the use of Relativity
• Maintain the flexibility to work other time frames as needed or requested
• Commitment to and consistent demonstration of core company values
• Contribute to and follow Knowledge-Centered Support (KCS) processes and best practices
• Exhibit subject matter expert (SME) knowledge in Relativity
• Relativity Certified Administrator required

Preferred Qualifications

• Proven experience with SQL and Windows platform, and/or experience troubleshooting complex technical issues across the enterprise.
• Highly developed 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 company and team objectives.
• Meticulous attention to detail.
• Experience working in a SaaS, IaaS and/or Hybrid environments
• Experience with and knowledge of e-discovery industry and products.
• ITIL Certification
• Relativity Expert
• Ability travel 10% of the time for customer engagements

Suggested Skills

• Data Analysis
• Data Intelligence
• Data Science
• Data Visualization
• Information Governance
• Legal Practices
• Legal Research
• Project Management
• Risk Management
• Structured Query Language (SQL)

We’re solving big data challenges in the legal tech industry, and we’re always looking for more people to join us on the journey. At Relativity, you'll learn cross-functional skills to grow your career and have the chance to make a big impact on our customers, our industry, and our communities. We admire and value our employees, so it’s no surprise that our hiring process is designed to help us really get to know you – and for you to get to know us, too.