Senior Technical Account Manager

Posting Type

Remote/Hybrid

Job Overview

TheTechnical Account Management Teamproactively supportsour 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, theTechnical 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.

Job Description and Requirements

• Developa strong understanding of projectsimpactingyour service area andensuringservice impact is minimized

• Help guide the resolution ofcriticalcustomerincidents

• Leadtechnical success plansto ensure customers have a positiveand successfulexperienceusing Relativity

• Be accountable for the quality of Serviceprovided; ensuring future demand from growth and projects is understood and factored into capacity planningforcustomers

• Intherole of an SME, work collaboratively with cross-functional teams to enhance the product and createa bettercustomer experience across multiple verticals

• Drive internal service review meetings covering performance, service improvements,quality,and process

• Partner with other senior level team membersinProduct,and Engineering as needed to troubleshoot and resolve customer incidents

• When interacting with ourcustomers, takethe initiativetoprovidethe bestpracticeson theuse ofRelativity

• Maintain the flexibility to work othertime framesas needed or requested

• Commitment to and consistent demonstration of core company values

• Contributeto and follow Knowledge-Centered Support (KCS) processes and best practices

• Exhibit subject matter expert (SME) knowledge inRelativity

• Relativity Certified Administratorrequired
• Abilitytravel10% of the time for customer engagements.

Preferred Qualifications

• Provenexperience with SQL and Windows platform, and/orexperience troubleshooting complextechnical issuesacross the enterprise.

• Strongwritten and verbal communication skills

• Ability to work efficiently under pressure, drive projects to completion and meet deadlines.

• Ability to manage multiple projects simultaneouslyand prioritize based on company and teamobjectives.

• Meticulous attention to detail.

• Experience working inaSaaS,IaaSand/orHybridenvironments

• Experience with and knowledge of e-discovery industry and products.

• ITIL Certification

• Relativity Expert

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 following values:

$134,000 and $202,000

The final offered salary will be based on several factors, including but not limited to the candidate's 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.

Required Skills:

Business Intelligence (BI), Communication, Data Analysis, Database Management, Data Governance, Data Visualization, Information Retrieval, Legal Analysis, Legal Research, Natural Language