Technical Account Manager - ediscovery

Relativity; Wilmington (DE); 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 strategies, managing technical relationships, and ensuring successful project outcomes. Candidates should have a strong technical background and excellent communication skills.

Qualifications

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

Responsibilities

• Develop account plans and strategies leveraging the Relativity platform.
• Lead technical success plans to ensure positive customer experiences.

Skills

Communication

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 the 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 achieve customer objectives. This role involves ongoing technical oversight and managing the technical relationship with customers. You will need to work cross-functionally and apply 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 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 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 for customers.
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 processes.
7. Partner with senior team members in Product and Engineering to troubleshoot and resolve customer incidents.
8. Take the initiative to provide best practices on the use of Relativity when interacting with customers.
9. Maintain flexibility to work other time frames as needed.
10. Demonstrate commitment to and uphold core company values.
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 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 compensation practices, including a base salary, annual bonus, and long-term incentives. The salary range for this role is between $82,000 and $124,000, based on experience, skills, and internal pay equity. The final salary will be determined during the hiring process, with the top of the range being less typical to allow for future salary growth.