Senior Technical Account Manager

August 28

🥔 Idaho – Remote

Although this job is listed in Idaho, this company may be open to hiring remote in other states.

🌽 Illinois – Remote

Although this job is listed in Illinois, this company may be open to hiring remote in other states.

+2 more states

🥔 Idaho – Remote 🌽 Illinois – Remote 🌪️ Kansas – Remote 🐎 Kentucky – Remote

💵 $100k - $150k / year

⏰ Full Time

🟠 Senior

🧑‍🔧 Technical Account Manager

🦅 H1B Visa Sponsor

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Relativity

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Artificial Intelligence • Enterprise • SaaS

Relativity is a technology company that provides cloud-based software solutions for data discovery, e-discovery, data breach response, contract analysis, and privacy management. Their products, powered by artificial intelligence, offer proactive security and legendary support to help organizations manage sensitive data. Relativity is trusted by thousands of organizations, including law firms, corporations, and government agencies, to organize data, discover truth, and act on it effectively and efficiently. Their end-to-end solutions streamline data discovery from collection to review and production, utilizing tools like RelativityOne, Relativity aiR for AI-driven legal challenges, and custom solutions through the Relativity App Hub. Relativity is committed to offering secure, flexible solutions with a strong focus on customer support and strategic partnerships.

1001 - 5000 employees

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

📋 Description

• The Technical Account Management Team proactively supports our 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, the lead 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. • Work cross-functionally and apply critical thinking skills to solve problems and guide internal stakeholders to appropriate solutions for our business and customers. • 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

🎯 Requirements

• Relativity Certified Administrator required • 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 • Prior Relativity experience

🏖️ Benefits

• 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.