Posting type: Remote/Hybrid.
The Technical Account Management Team proactively supports our customers in meeting their goals and overcoming technical challenges encountered while using the Relativity suite of products. As a member of this team, the Technical Account Manager (TAM) works closely with customers to assure solid outcomes on 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’ desired objectives, performing ongoing technical account oversight, and managing the technical relationship with the customer. The role requires prior Relativity experience.
Responsibilities
- Develop a strong 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 as an SME 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 senior level team members in Product and Engineering as needed to troubleshoot and resolve customer incidents.
- When interacting with customers, take the initiative to provide best‑practice guidance on the use of Relativity.
- Maintain flexibility to work other time frames as needed or requested.
- Demonstrate consistent commitment to core company values.
- Contribute to and follow Knowledge‑Centered Support (KCS) processes and best practices.
- Exhibit subject‑matter‑expert (SME) knowledge in Relativity.
Qualifications
- Relativity Certified Administrator required.
- Proven experience with SQL and Windows platform, or troubleshooting complex technical issues across the enterprise.
- Highly developed 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 environments.
- Experience with and knowledge of the e‑discovery industry and products.
- ITIL certification.
- Relativity Expert.
- Ability to travel up to 10% of the time for customer engagements.
Desired Skills
- Data Analysis
- Data Intelligence
- Data Science
- Data Visualization
- Information Governance
- Legal Practices
- Legal Research
- Project Management
- Risk Management
- Structured Query Language (SQL)