Senior Technical Account Manager

Job Overview

Join our innovative Technical Account Management Team and play a crucial role in empowering our customers to achieve their objectives with the Relativity suite of products. As a Senior Technical Account Manager (TAM), you will proactively collaborate with clients to ensure a seamless experience and maximize their utilization of our solutions. Your involvement will be vital in steering key projects towards successful outcomes that align with customer objectives and performance indicators.

Your responsibilities will include crafting tailored account strategies designed to enhance the customer experience with the Relativity platform. You will manage ongoing technical relationships, employing your analytical skills to diagnose issues and guide both customers and internal teams toward improved solutions.

Key Responsibilities

• Develop a profound understanding of projects impacting your service area to minimize service disruptions.
• Lead the swift and effective resolution of critical customer incidents.
• Create and implement technical success plans to provide exceptional customer experiences with Relativity.
• Ensure service quality while anticipating future demands resulting from growth and projects, thus supporting capacity planning.
• Collaborate as a subject matter expert (SME) with cross-functional teams to enhance our product offerings and elevate customer experiences across various sectors.
• Conduct internal service review meetings focused on performance improvement, quality assurance, and process optimization.
• Work alongside senior team members in Product and Engineering to promptly address and resolve customer incidents.
• Proactively advise customers on industry best practices for utilizing Relativity in their operations.
• Demonstrate flexibility in work hours as needed to meet customer demands.
• Consistently uphold our core company values.
• Engage in Knowledge-Centered Support (KCS) practices to enhance team performance.
• Exhibit and maintain expertise in Relativity.

Qualifications

• Relativity Certified Administrator is required.

Preferred Qualifications

• A minimum of 7 years in a technical support role directly interacting with customers.
• Outstanding written and verbal communication skills.
• Demonstrated ability to thrive under pressure, successfully completing projects and meeting deadlines.
• Skilled at managing multiple projects simultaneously, effectively prioritizing in line with organizational goals.
• Detail-oriented with a meticulous approach to output.
• Experience in SaaS, IaaS, and/or hybrid environments.
• Familiarity with the e-discovery industry and relevant technologies.
• ITIL Certification is advantageous.
• Relativity Expert/Master certification is preferred.

Relativity is committed to fair and equitable compensation practices.

This role provides a competitive base salary, annual performance bonus, and long-term incentives. The expected salary range is between $100,000 and $150,000. The final offered salary will depend on various factors including experience, skills, qualifications, and internal pay equity. Hiring at the top end of the range is rare to facilitate meaningful future salary growth.