Technical Account Manager

Relativity ODA LLC; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading legal tech company is seeking a Technical Account Manager to join their Hybrid team in Greater London. The role involves proactive support for customers using the Relativity platform, focusing on achieving key project outcomes and maintaining strong relationships. Candidates should have over 5 years of experience in customer-facing technical roles with a solid understanding of the e-discovery landscape. The position requires excellent communication skills, project management abilities, and a detail-oriented approach.

Benefits

Comprehensive health, dental, and vision plans

Parental leave for primary and secondary caregivers

Two, week-long company breaks per year

Long-term incentive program

Training investment program

Qualifications

• 5+ years of technical experience working with Relativity in a customer facing role.
• Strong written and verbal communication skills.
• Ability to manage multiple projects simultaneously and prioritize effectively.

Responsibilities

• Develop a strong understanding of projects impacting service area.
• Guide the resolution of critical customer incidents.
• Drive internal service review meetings covering performance and process.

Skills

Data Analysis

Data Intelligence

Project Management

Structured Query Language (SQL)

Job description

***Posting Type***Hybrid***Job Overview***TheTechnical Account Management (TAM) Teamproactively supportsour customers in meeting their goals and overcoming any technical challenges encountered using the Relativity suite of products. As a member of the TAM Team, theTechnical Account Manager 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.***Job Description and Requirements*****Description*** Develop a strong understanding of projects impacting your service area and ensuring service impact is minimized.* Help guide the resolution of critical customer incidents.* Contributeto and follow Knowledge-Centered Support (KCS) processes and best practices.* Be accountable for the quality of Service provided; ensuring future demand from growth and projects is understood and factored into capacity planning for customers.* Commitment to and consistent demonstration of core company values.* Drive internal service review meetings covering performance, service improvements, quality, and process.* Partner with other senior level team members, Product, Operations and Engineering as needed to troubleshoot and resolve customer incidents.* When interacting with our customers, takethe initiative toprovidethe best practiceson theuse ofRelativity.* Maintain the flexibility to work any on-call schedules, or other time frames as needed or requested.**Minimum Qualifications*** 5+ years of technical experience working with Relativity in a customer facing role.**Preferred Qualifications** * 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.**Benefit Highlights:**Comprehensive health, dental, and vision plansParental leave for primary and secondary caregiversTwo, week-long company breaks per yearAdditional time offLong-term incentive programTraining investment programAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.**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.