Technical Account Manager - ediscovery

Relativity; Washington (District of Columbia); 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. The role involves developing account strategies, managing technical relationships, and ensuring successful project outcomes. Ideal candidates will have strong technical experience with Relativity products and exceptional communication skills.

Qualifications

• 5+ years of technical experience with Relativity products in a customer-facing role.
• Proven experience with SQL and Windows platforms.

Responsibilities

• Develop account plans and strategies to leverage the Relativity platform.
• Lead technical success plans to ensure positive customer experiences.
• Drive internal service review meetings covering performance and quality.

Skills

SQL

Communication

Problem Solving

Attention to Detail

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 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 to meet customer objectives. This role involves ongoing technical oversight and managing the technical relationship with the customer. You will work cross-functionally, applying critical thinking 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 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 initiative when interacting with customers to provide best practices on the use of Relativity.
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.

Preferred Qualifications

• 5+ years of technical experience with Relativity products in a customer-facing role.
• Proven experience with SQL and Windows platforms, 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. The position's total compensation includes a base salary, an 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, qualifications, and internal pay equity. Typically, offers are made below the top of this range to allow for future salary growth.