Senior Technical Account Manager

Relativity is a company that provides a suite of products for technical account management. The Senior Technical Account Manager (TAM) is responsible for developing account plans, ensuring customer success, and managing technical relationships while guiding internal stakeholders to appropriate solutions.

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 customers 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 planning 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 to provide the best practices on the use of Relativity
• Maintain the flexibility to work other time frames as needed or requested
• Commitment to and consistent 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

Skills

• Prior Relativity experience
• Relativity Certified Administrator required
• 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 customers 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 planning 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 to provide the best practices on the use of Relativity
• Maintain the flexibility to work other time frames as needed or requested
• Commitment to and consistent 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
• 7+ years in a technical role directly supporting customers
• 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 Expert/Master certification

Benefits

• Annual performance bonus
• Long-term incentives

Company Overview

• Leading legal data intelligence company that builds technology to help users organize data, discover the truth, and act on it. It was founded in 2001, and is headquartered in Chicago, Illinois, USA, with a workforce of 1001-5000 employees. Its website is http://www.relativity.com.

Company H1B Sponsorship

• Relativity has a track record of offering H1B sponsorships, with 23 in 2025, 12 in 2024, 21 in 2023, 25 in 2022, 20 in 2021, 30 in 2020. Please note that this does not guarantee sponsorship for this specific role.