Technical Account Manager - ediscovery

Relativity; Virginia Beach (VA); Remote; USD 82,000 - 124,000; Full time

Job summary

A leading company is seeking a Technical Account Manager to support customers in achieving their goals using their suite of products. The role involves developing account strategies, managing technical relationships, and ensuring successful project outcomes. The ideal candidate will have strong technical skills, excellent communication abilities, and a commitment to customer success.

Qualifications

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

Responsibilities

• Develop understanding of projects to minimize service impact.
• Lead technical success plans for positive customer experiences.
• Collaborate with teams to enhance product and customer experience.

Skills

SQL

Communication

Technical Troubleshooting

Education

Relativity Certified Administrator

ITIL Certification

Job description

Posting Type

Remote/Hybrid

Job Overview

The Technical Account Management Team proactively supports our customers in meeting their goals and overcoming technical challenges 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 develops account plans and strategies to leverage the Relativity platform for customer objectives. They perform ongoing technical oversight and manage the technical relationship with customers, working cross-functionally and applying critical thinking to solve problems and guide stakeholders.

Job Description and Requirements

Role Responsibilities

1. Develop a robust understanding of projects impacting 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 a positive and successful experience with Relativity.
4. Be accountable for the quality of service provided, ensuring future demand is understood and factored into capacity planning.
5. Collaborate with cross-functional teams as an SME to enhance the product and improve customer experience across verticals.
6. Drive internal service review meetings on performance, improvements, quality, and processes.
7. Partner with product and engineering teams to troubleshoot and resolve customer incidents.
8. Take initiative to provide best practices to customers on using Relativity.
9. Maintain flexibility to work other time frames as needed.
10. Demonstrate commitment to core company values.
11. Contribute to and follow Knowledge-Centered Support (KCS) practices.
12. Exhibit SME knowledge in Relativity.

Minimum Qualifications

• Active Relativity Certified Administrator certification.

Preferred Qualifications

• 5+ years of technical experience with Relativity in a customer-facing role.
• Proven experience with SQL, Windows, and troubleshooting complex technical issues.
• Exceptional written and verbal communication skills.
• Ability to work under pressure, drive projects, 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

Relativity offers competitive, fair, and equitable pay practices. The position's total compensation includes 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 equity. Hiring at the top end is uncommon to allow for future growth.