Job Details

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Job Overview

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 this team, the Lead Technical Account Manager (TAM) works proactively with customers to ensure successful outcomes with key projects, goals, and KPIs.

The TAM is responsible for developing account strategies to leverage the Relativity platform, performing ongoing technical oversight, and managing the technical relationship with the customer. The role requires working cross-functionally, applying critical thinking to solve problems, and guiding internal stakeholders to solutions.

This role requires prior Relativity experience.

Role Responsibilities

• Develop understanding of projects impacting your service area to minimize service impact.
• Help guide the resolution of critical customer incidents.
• Lead technical success plans to ensure positive customer experiences with Relativity.
• Ensure quality of service and capacity planning for future demand.
• Collaborate with cross-functional teams to enhance products and customer experience.
• Drive internal service review meetings for performance and process improvements.
• Partner with senior team members in Product and Engineering to troubleshoot incidents.
• Provide best practices to customers regarding Relativity usage.
• Maintain flexibility to work different time frames as needed.
• Demonstrate core company values consistently.
• Follow Knowledge-Centered Support (KCS) processes and best practices.
• Exhibit SME knowledge in Relativity.
• Relativity Certified Administrator is required.

Preferred Qualifications

• 10+ years of technical experience with Relativity products in a customer-facing role.
• Experience with SQL, Windows platform, and troubleshooting technical issues.
• Strong communication skills.
• Ability to work under pressure, manage multiple projects, and meet deadlines.
• Attention to detail.
• Experience in SaaS, IaaS, or Hybrid environments.
• Knowledge of e-discovery industry and products.
• ITIL Certification.
• Relativity Expert/Master certification.

Relativity offers competitive compensation including base salary, performance bonus, and incentives. The salary range is $117,000 - $175,000, based on experience and qualifications.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Sales and Business Development
• Industry: Software Development

Note: This job posting is active and not expired.