Senior Technical Account Manager

Lead Technical Account Manager page is loaded Lead Technical Account Manager Apply remote type Relativity Service Delivery locations Illinois Kentucky Kansas Idaho Delaware time type Full time posted on Posted Yesterday job requisition id 25-0368 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, thelead 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. Job Description 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 toprovide the best practiceson theuse ofRelativity Maintain the flexibility to work other time frames as 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 in R elativity Relativity Certified Administrator required Preferred Qualifications 10 + 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/Master 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 following values: $117,000 and $175,000 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. About Us We’re solving big data challenges in the legal tech industry, and we’re always looking for more people to join us on the journey. At Relativity, you'll learn cross-functional skills to grow your career and have the chance to make a big impact on our customers, our industry, and our communities. We admire and value our employees, so it’s no surprise that our hiring process is designed to help us really get to know you – and for you to get to know us, too. #J-18808-Ljbffr Relativity ODA LLC