Relativity
Job Overview
The Technical Account Management Team proactively supports our customers in meeting their goals and overcoming technical challenges with the Relativity suite. The Technical Account Manager (TAM) works proactively with customers to ensure strong outcomes with key projects, goals, and KPIs. Role Responsibilities
Develop a robust understanding of projects impacting your service area and minimize service impact. 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. As an SME, collaborate with cross-functional teams 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 senior team members in Product and Engineering to troubleshoot and resolve customer incidents. When interacting with customers, take the initiative to provide best practices on the use of Relativity. Maintain flexibility to work other time frames as needed or requested. Commitment to and 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. 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 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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The Technical Account Management Team proactively supports our customers in meeting their goals and overcoming technical challenges with the Relativity suite. The Technical Account Manager (TAM) works proactively with customers to ensure strong outcomes with key projects, goals, and KPIs. Role Responsibilities
Develop a robust understanding of projects impacting your service area and minimize service impact. 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. As an SME, collaborate with cross-functional teams 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 senior team members in Product and Engineering to troubleshoot and resolve customer incidents. When interacting with customers, take the initiative to provide best practices on the use of Relativity. Maintain flexibility to work other time frames as needed or requested. Commitment to and 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. 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 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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