Lead Technical Account Manager
Relativity, Raleigh, NC, United States
Job Title Senior Technical Account Manager at Relativity
Job Type : Remote/Hybrid
Overview The Technical Account Management Team proactively supports our customers in meeting their goals and overcoming technical challenges 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. You will work cross-functionally and apply critical thinking to solve problems and guide internal stakeholders to appropriate solutions for our business and customers. This role requires prior Relativity experience.
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 customers have a positive and successful experience using Relativity
Be accountable for the quality of service provided; ensure 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 to troubleshoot and resolve customer incidents
Provide best practices on the use of Relativity when interacting with customers
Maintain flexibility to work other time frames as needed or requested
Demonstrate commitment to core company values
Contribute to and follow Knowledge-Centered Support (KCS) processes and best practices
Exhibit subject matter expert (SME) knowledge in Relativity
Relativity Certified Administrator required
Preferred Qualifications 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 SaaS, IaaS and/or Hybrid environments
Experience with and knowledge of e-discovery industry and products
ITIL Certification
Relativity Expert/Master certification
Compensation and 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. The expected salary range for this role is between $100,000 and $150,000 . The final offered salary will be based on several factors, including 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.
Position Details Seniority level : Mid-Senior level
Employment type : Full-time
Job function : Sales and Business Development
Industries : Software Development
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Job Type : Remote/Hybrid
Overview The Technical Account Management Team proactively supports our customers in meeting their goals and overcoming technical challenges 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. You will work cross-functionally and apply critical thinking to solve problems and guide internal stakeholders to appropriate solutions for our business and customers. This role requires prior Relativity experience.
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 customers have a positive and successful experience using Relativity
Be accountable for the quality of service provided; ensure 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 to troubleshoot and resolve customer incidents
Provide best practices on the use of Relativity when interacting with customers
Maintain flexibility to work other time frames as needed or requested
Demonstrate commitment to core company values
Contribute to and follow Knowledge-Centered Support (KCS) processes and best practices
Exhibit subject matter expert (SME) knowledge in Relativity
Relativity Certified Administrator required
Preferred Qualifications 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 SaaS, IaaS and/or Hybrid environments
Experience with and knowledge of e-discovery industry and products
ITIL Certification
Relativity Expert/Master certification
Compensation and 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. The expected salary range for this role is between $100,000 and $150,000 . The final offered salary will be based on several factors, including 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.
Position Details Seniority level : Mid-Senior level
Employment type : Full-time
Job function : Sales and Business Development
Industries : Software Development
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