Lead Technical Account Manager

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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 the Technical Account Management Team, the lead Technical Account Manager (TAM) works with our customers to ensure strong outcomes with key projects, goals, and KPIs. The TAM is responsible for developing 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.

Posting Type Remote/Hybrid

Job Description And Requirements

Role Responsibilities

• Develop a strong understanding of projects impacting your service area and minimize service impact
• 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; understand and factor future demand into capacity planning for customers
• Act as an SME and collaborate with cross-functional teams to enhance the product and improve the customer experience across multiple verticals
• Drive internal service review meetings covering performance, improvements, quality, and process
• Partner with senior team members in Product and Engineering to troubleshoot and resolve customer incidents
• Provide best practices on using Relativity when interacting with customers
• Maintain flexibility to work other time frames as needed
• Commit to and demonstrate 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

Preferred Qualifications

• 7+ years in a technical role directly supporting customers
• Strong written and verbal communication skills
• Ability to work efficiently under pressure and drive projects to completion
• Ability to manage multiple projects simultaneously and prioritize based on objectives
• Meticulous attention to detail
• Experience in SaaS, IaaS and/or hybrid environments
• Experience with and knowledge of the e-discovery industry and products
• ITIL Certification
• Relativity Expert/Master certification

Compensation

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 $100,000 to $150,000. The final offered salary will be based on factors including 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 salary growth.

Additional Details

• Seniority level:
  Mid-Senior level
• Employment type:
  
  Full-time
• Job function:
  Sales and Business Development
• Industries:
  Software Development

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