Lead Technical Account Manager

Job Overview

Join our dynamic Technical Account Management Team and make a significant impact by supporting our customers in achieving their goals with the Relativity suite of products. As a Lead Technical Account Manager (TAM), you will collaborate pro-actively with clients, ensuring they encounter minimal challenges while enjoying the full benefits of our solutions. Your engagement will be pivotal in driving successful outcomes for key projects, aligning with customer objectives and KPIs.

Your responsibilities will include developing effective account strategies tailored to maximize the customer's use of the Relativity platform. You will oversee ongoing technical relationships, leveraging your analytical skills to troubleshoot and guide both customers and internal stakeholders towards enhanced solutions.

Key Responsibilities

Develop a deep understanding of projects that affect your service area to minimize service disruptions.

Take the lead on resolving critical customer incidents swiftly and effectively.

Create and execute technical success plans to deliver outstanding experiences for customers using Relativity.

Ensure service quality and anticipate future demand resulting from growth and projects, informing capacity planning.

Work collaboratively as a subject matter expert (SME) with cross-functional teams to enhance product offerings and improve customer experiences across various verticals.

Lead internal service review meetings focused on performance, service improvements, quality, and processes.

Collaborate with senior team members in Product and Engineering to troubleshoot and promptly resolve customer incidents.

Proactively advise customers on best practices for using Relativity in their operations.

Exhibit flexibility in working hours as needed to meet customer demands.

Consistently demonstrate commitment to our core company values.

Engage in Knowledge-Centered Support (KCS) processes and best practices to enhance team performance.

Exhibit and maintain SME knowledge in Relativity.

Qualifications

Relativity Certified Administrator required.

Preferred Qualifications

7+ years in a technical role supporting customers directly.

Exceptional written and verbal communication skills.

Proven ability to thrive under pressure, drive projects to completion, and meet deadlines.

Adept at managing multiple projects simultaneously and prioritizing effectively based on organizational objectives.

Detail-oriented and meticulous in work output.

Experience in SaaS, IaaS, and / or hybrid environments.

Familiarity with the e-discovery industry and relevant products.

ITIL Certification is a plus.

Relativity Expert / Master certification preferred.

Relativity is dedicated to fair and equitable compensation practices.

This role offers a competitive base salary, an annual performance bonus, and long-term incentives. The expected salary range for this position is between $100,000 and $150,000. The final offered salary will depend on various factors including experience, skills, qualifications, and internal pay equity. Hiring at the top end of the range is uncommon to allow for meaningful future salary growth.