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
elativity
Relativity Certified Administrator required
Preferred Qualifications
10
years of technical experience working
with
Relativity
products
in a customer facing role
Proven
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
SaaS,
IaaS
and
/ or
Hybrid
environment
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.
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Technical Account Manager • Las Vegas, NV, US