Technical Account Manager

Overview

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

Role responsibilities

• Develop a robust 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
• Work collaboratively with cross-functional teams as an SME to enhance the product and improve the 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 customers, provide best practices on the use of Relativity
• Maintain flexibility to work other time frames as needed or requested
• Commit to and demonstrate core company values
• Contribute to and follow Knowledge-Centered Support (KCS) processes and best practices
• Exhibit subject matter expert (SME) knowledge in Relativity

Required Qualifications

Preferred Qualifications

Compensation and location

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 $82,000 and $124,000. 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 meaningful salary growth.

Additional details

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