Lead Technical Account Manager

Relativity

Des Moines, IA

Full Time

Senior

117k-175k

12 days ago

Job Description

About the Role

The Technical Account Management Team proactively supports customers in meeting their goals and overcoming technical challenges using the Relativity suite of products. The lead Technical Account Manager (TAM) works proactively with customers to ensure successful outcomes with key projects, goals, and KPIs. The role involves developing account strategies, managing technical relationships, and working cross-functionally to solve problems and guide internal stakeholders, with a focus on delivering high-quality service and technical expertise in Relativity.

Key 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
Work collaboratively with cross-functional teams to enhance the product and improve customer experience across multiple verticals
Drive internal service review meetings covering performance, service improvements, quality, and process
Partner with other senior team members in Product and Engineering to troubleshoot and resolve customer incidents
Provide best practices on the use of Relativity during customer interactions
Maintain flexibility to work other time frames as needed or requested
Contribute to and follow Knowledge-Centered Support (KCS) processes and best practices
Exhibit subject matter expert (SME) knowledge in Relativity

Requirements

Prior Relativity experience
Relativity Certified Administrator certification
Strong 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 effectively
Meticulous attention to detail
Experience working in SaaS, IaaS, and/or Hybrid environments
Experience with and knowledge of the e-discovery industry and products

Nice to Have

10+ years of technical experience working with Relativity products in a customer-facing role
Proven experience with SQL and Windows platform, troubleshooting complex technical issues
ITIL Certification
Relativity Expert/Master certification