Relativity
Overview
The Technical Account Management Team proactively supports our customers in meeting their goals and overcoming technical challenges 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.
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
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 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 Relativity
Required Qualifications
Relativity Certified Administrator certificate
Preferred Qualifications
Proven experience with SQL and Windows platform, and/or experience 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 a SaaS, IaaS and/or Hybrid environments
Experience with and knowledge of e-discovery industry and products
ITIL Certification
Compensation 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 $82,000 and $124,000. The final offered salary will be based on several 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 in this position.
Seniority level Mid-Senior level
Employment type Full-time
Job function
Sales and Business Development
Industries
Software Development
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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
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 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 Relativity
Required Qualifications
Relativity Certified Administrator certificate
Preferred Qualifications
Proven experience with SQL and Windows platform, and/or experience 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 a SaaS, IaaS and/or Hybrid environments
Experience with and knowledge of e-discovery industry and products
ITIL Certification
Compensation 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 $82,000 and $124,000. The final offered salary will be based on several 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 in this position.
Seniority level Mid-Senior level
Employment type Full-time
Job function
Sales and Business Development
Industries
Software Development
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr