Technical Account Manager - ediscovery at Relativity

, , Australia -

Full Time

Start Date

Immediate

Expiry Date

13 Oct, 26

Salary

0.0

Posted On

15 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Data Analysis, Data Intelligence, Data Science, Data Visualization, Information Governance, Legal Practices, Legal Research, Project Management, Risk Management, Structured Query Language (SQL), Relativity, Technical Account Management, SaaS, IaaS, Troubleshooting, Capacity Planning

Industry

Software Development

Description

Posting Type Remote/Hybrid 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 the Technical Account Management Team, the 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. In this role you will be required to work cross-functionally and apply critical thinking skills to solve problems and guide internal stakeholders to appropriate solutions for our business and customers. This role requires prior Relativity experience. Job Description and Requirements 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 Preferred Qualifications Proven experience with SQL and Windows platform, and/or experience troubleshooting complex technical issues across the enterprise. 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 Ability travel 10% of the time for customer engagements Suggested Skills: Data Analysis, Data Intelligence, Data Science, Data Visualization, Information Governance, Legal Practices, Legal Research, Project Management, Risk Management, Structured Query Language (SQL) We’re solving big data challenges in the legal tech industry, and we’re always looking for more people to join us on the journey. At Relativity, you'll learn cross-functional skills to grow your career and have the chance to make a big impact on our customers, our industry, and our communities. We admire and value our employees, so it’s no surprise that our hiring process is designed to help us really get to know you – and for you to get to know us, too.

Responsibilities

The Technical Account Manager proactively supports customers in achieving goals and overcoming technical challenges using the Relativity suite. This includes developing account strategies, managing technical relationships, and collaborating cross-functionally to resolve critical incidents.