Senior Technical Account Manager

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. The lead Technical Account Manager (TAM) works proactively with customers to ensure strong outcomes with key projects, goals, and KPIs. The TAM develops an account plan and strategy for leveraging the Relativity platform to achieve the customers' objectives.

The TAM performs ongoing technical account oversight and manages the technical relationship with the customer. This role requires cross-functional collaboration and the ability to apply critical thinking to solve problems and guide internal stakeholders to appropriate solutions for our business and customers. This role requires prior Relativity experience.

• Develop a strong understanding of projects impacting your service area and ensure 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; ensure future demand from growth and projects is understood and factored into capacity planning for customers.
• As an SME, collaborate with cross-functional teams to enhance the product and improve the customer experience across multiple verticals.
• Drive internal service review meetings covering performance, service improvements, quality, and processes.
• Partner with other senior team members in Product and Engineering as needed to troubleshoot and resolve customer incidents.
• Proactively share best practices on the use of Relativity when interacting with customers.
• Maintain flexibility to work other time frames as needed or requested.
• Commitment to and demonstration of core company values.
• Contribute to and follow Knowledge-Centered Support (KCS) processes and best practices.
• Exhibit subject matter expert knowledge in Relativity.

• Relativity Certified Administrator required.
• 7+ years in a technical role directly supporting customers.
• 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 the e-discovery industry and products.
• ITIL Certification.
• Relativity Expert/Master certification.

Relativity is committed to competitive, fair, and equitable compensation practices. This position is eligible for total compensation including a competitive base salary, an annual performance bonus, and long-term incentives.

The expected salary range for this role is between $100,000 and $150,000. The final offered salary will be based on factors including the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.

Posting Type:
Remote/Hybrid