Note: The job is a remote job and is open to candidates in USA. Relativity provides a suite of products that helps customers meet their goals and overcome technical challenges. The Senior Technical Account Manager will develop account strategies, oversee technical customer relationships, lead technical success plans, guide incident resolution, and collaborate with Product and Engineering teams to improve service delivery and customer outcomes.
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
- 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
- Relativity Certified Administrator required
- Ability travel 10% of the time for customer engagements
- Proven experience with SQL and Windows platform, and/or experience troubleshooting complex technical issues across the enterprise
- 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 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
Benefits
- Remote/Hybrid
- An annual performance bonus
- Long-term incentives
Company Overview
Company H1B Sponsorship