Technical Account Manager - eDiscovery

August 4

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Relativity

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Relativity makes software to help users organize data, discover the truth and act on it$1. .$1

Software Development • Legal Technology • E-Discovery • Litigation Support • Software Engineering

1001 - 5000

Description

• Develop a robust understanding of projects impacting your service area and ensuring service impact is minimized • Help guide the resolution of critical customer incidents • Initiate and lead Customer Action Plans as needed 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, Product, Operations 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 any on-call schedules, or 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 at least one vertical • RCA required • Ability travel 10% of the time for customer engagements

Requirements

• 10+ years in a technical role directly supporting customers • Proven experience with SQL and Windows platform, and/or experience troubleshooting complex technical issues across the enterprise • 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 • Experience troubleshooting Microsoft Azure • Experience troubleshooting VMs, Storage and Networking • ITIL Certification • #LI-Hybrid