Job Description

Posting Type

Hybrid

Job Overview

The Technical Account Management Team proactively supports our 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, the 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.

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 to provide the best practices on the use of Relativity Maintain the flexibility to work other time frames as needed or requested Commitment to and consistent demonstration of core company values Contribute to and follow Knowledge-Centered Support (KCS) processes and best practices
Exhibit subject matter expert (SME) knowledge in R elativity R elativity Certified Administrator required

Preffered Qualifications

5 + years of technical experience working with Relativity products in a customer facing role
Proven e 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 a SaaS, IaaS and /or Hybrid environment s Experience with and knowledge of e-discovery industry and products. ITIL Certification Relativity Expert

Minimum Qualifications

5 + years in a technical role directly support ing customers

Benefit Highlights:

Comprehensive health, dental, and vision plans


Parental leave for primary and secondary caregivers


Two, week-long company breaks per year


Additional time off


Long-term incentive program


Training investment program


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Suggested Skills:

Building Architecture, Database Management, Design, Information Technology Infrastructure Library (ITIL), Network Infrastructures, Project Management, Solution Architecture, System Integration, Technical Support, Troubleshooting