Job Title Senior Technical Account Manager at RelativityJob Type : Remote/HybridOverview 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 minimizedHelp guide the resolution of critical customer incidentsLead technical success plans to ensure customers have a positive and successful experience using RelativityBe accountable for the quality of service provided; ensure future demand from growth and projects is understood and factored into capacity planning for customersIn the role of an SME, work collaboratively with cross-functional teams to enhance the product and create a better customer experience across multiple verticalsDrive internal service review meetings covering performance, service improvements, quality, and processPartner with other senior level team members in Product and Engineering to troubleshoot and resolve customer incidentsProvide best practices on the use of Relativity when interacting with customersMaintain flexibility to work other time frames as needed or requestedDemonstrate commitment to core company valuesContribute to and follow Knowledge-Centered Support (KCS) processes and best practicesExhibit subject matter expert (SME) knowledge in RelativityRelativity Certified Administrator requiredPreferred Qualifications 7+ years in a technical role directly supporting customersHighly-developed written and verbal communication skillsAbility to work efficiently under pressure, drive projects to completion and meet deadlinesAbility to manage multiple projects simultaneously and prioritize based on company and team objectivesMeticulous attention to detailExperience working in SaaS, IaaS and/or Hybrid environmentsExperience with and knowledge of e-discovery industry and productsITIL CertificationRelativity Expert/Master certificationCompensation 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 levelEmployment type : Full-timeJob function : Sales and Business DevelopmentIndustries : Software Development#J-18808-Ljbffr