Technical Account Manager – eDiscovery

This is a fully remote position, open to applicants in Australia.

📋 Description

• Acquire a comprehensive understanding of projects that affect your service area, ensuring minimal impact on services.

• Assist in guiding the resolution of critical incidents affecting customers.

• Lead the development of technical success plans to guarantee that customers have a pleasant and successful experience with Relativity.

• Take responsibility for the quality of services rendered, ensuring that future demand from growth and projects is recognized and incorporated into capacity planning for clients.

• As a Subject Matter Expert (SME), collaborate with cross-functional teams to improve the product and enhance the customer experience across various sectors.

• Facilitate internal service review meetings focusing on performance, service enhancements, quality, and processes.

• Collaborate with other senior team members in Product and Engineering as necessary to troubleshoot and resolve customer incidents.

• When engaging with our customers, proactively share best practices for utilizing Relativity.

⛳️ Requirements

• Demonstrated experience with SQL and Windows platforms, and/or a background in troubleshooting complex technical issues across the enterprise.

• Excellent written and verbal communication abilities.

• Capacity to work effectively under pressure, drive projects to completion, and adhere to deadlines.

• Skill in managing multiple projects simultaneously and prioritizing based on company and team goals.

• Exceptional attention to detail.

• Experience in SaaS, IaaS, and/or Hybrid environments.

• Familiarity with the e-discovery industry and related products.

• ITIL Certification.

• Relativity Expert designation.

🏝️ Benefits

• Commitment to and consistent demonstration of core company values.

• Contribute to and adhere to Knowledge-Centered Support (KCS) processes and best practices.