Lead Technical Account Manager

Posting Type

Remote / Hybrid

Job Overview

TheTechnical Account Management Teamproactively supportsour customers in meeting their goals and overcoming any technical challenges encountered using the Relativity suite of products. As a member of the Technical Account Management Team, thelead Technical Account Manager (TAM) works proactively with our customers to ensure strong outcomes with key customer projects, goals, and KPIs.

The TAM is responsible for developing an account plan and strategy for leveraging the Relativity platform to achieve the customers' desired objectives. The TAM performs ongoing technical account oversight and manages the technical relationship with the customer. In this role you will be required to work cross-functionally and apply critical thinking skills to solve problems and guide internal stakeholders to appropriate solutions for our business and customers.

This role requires prior Relativity experience.

Job Description and Requirements

Role Responsibilities

Develop

a strong understanding of projects

impacting

your service area and ensuring service impact is minimized

Help guide the resolution of

critical

customer

incidents

Lead

technical success plans

to ensure custome

rs have a positive

and successful

experience

using Relativity

Be accountable for the quality of Service

provided

; ensuring future demand from growth and projects is understood and factored into

capacity

plan

ning

for

customers

In

the

role of an SME, work collaboratively with cross-functional teams to enhance the product and create a better customer experience across multiple verticals

Drive internal service review meetings covering performance, service improvements,

quality,

and process

Partner with other senior level team members

in

Product,

and Engineering as needed to troubleshoot and resolve customer incidents

When interacting with our

customers

, take

the initiative

toprovide

the best

practiceson theuse ofRelativity

Maintain the flexibility to work other

time frames

as needed or requested

Commitment to and consistent demonstration of core company values

Contributeto and follow Knowledge-Centered Support (KCS) processes and best practices

Exhibit subject matter expert (SME) knowledge in

elativity

Relativity Certified Administrator required

Preferred Qualifications

10

years of technical experience working

with

Relativity

products

in a customer facing role

Proven

xperience with SQL and Windows platform, and

/ or

experience troubleshooting complex

technical issues

across the enterprise

Strong

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

SaaS,

IaaS

and

/ or

Hybrid

environment

Experience with and knowledge of 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 which includes a competitive base salary, an annual performance bonus, and long-term incentives.

The expected salary range for this role is between

following values :

$117,000 and $175,000

The final offered salary will be based on several factors, including but not limited to 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.

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