Lead Technical Account Manager

Job Description

Become deeply familiar with initiatives impacting your service area, ensuring minimal service disruption. Assist in resolving critical customer incidents effectively. Develop and execute technical success strategies to guarantee a positive user experience with Relativity. Take responsibility for service quality, integrating future growth and project demands into customer capacity planning. As a Subject Matter Expert (SME), collaborate across teams to improve the product and enhance customer experiences across different sectors. Organize and lead internal service evaluations, focusing on performance, service improvements, quality control, and process refinement. Collaborate with senior team members in Product and Engineering to resolve customer incidents efficiently. Offer best practices for using Relativity when interacting with customers. Remain flexible and adaptable to work during alternative time frames as needed.

Qualifications

1. Possess 10+ years of technical experience with Relativity products in a customer-facing capacity. 2. Have proven expertise in SQL and Windows platforms, with skills in troubleshooting complex technical issues in enterprise environments. 3. Demonstrate highly-developed written and verbal communication abilities. 4. Capable of working efficiently under pressure, meeting deadlines, and driving projects to completion. 5. Able to manage multiple projects simultaneously, prioritizing them according to company and team objectives. 6. Exhibit meticulous attention to detail. 7. Experienced in SaaS, IaaS, and/or hybrid environments. 8. Have knowledge of the e-discovery industry and its products. 9. Possess ITIL Certification. 10. Hold Relativity Expert/Master certification.

Benefits

- Competitive base salary - Annual performance bonus - Long-term incentives