Relativity Technical Account Manager

2 weeks ago

London, Greater London, United Kingdom WomenTech Network Full time
Key Responsibilities

The Service Delivery Management Team at WomenTech Network proactively supports our customers in meeting their goals and overcoming technical challenges using the Relativity suite of products. As a member of the Service Delivery Team, you will work closely with our customers to ensure strong outcomes with key customer projects, goals, and KPIs. This role reports to Senior Manager, Service Delivery Management.

Key Accountabilities
  1. Develop a robust understanding of projects impacting your service area and minimize service impact.
  2. Help guide the resolution of critical customer incidents.
  3. Initiate and lead Customer Action Plans as needed to ensure customers have a positive and successful experience using Relativity.
  4. Be accountable for the quality of Service provided, ensuring future demand from growth and projects is understood and factored into capacity planning for customers.
  5. Work collaboratively with cross-functional teams to enhance the product and create a better customer experience across multiple verticals.
  6. Drive internal service review meetings covering performance, service improvements, quality, and process.
  7. Partner with other senior-level team members, Product, Operations, and Engineering as needed to troubleshoot and resolve customer incidents.
  8. Provide best practices on the use of Relativity to customers.
  9. Maintain flexibility to work on-call schedules or other time frames as needed.
  10. Commitment to and consistent demonstration of core company values.
  11. Contribute to and follow Knowledge-Centered Support (KCS) processes and best practices.
  12. Exhibit subject matter expert (SME) knowledge in at least one vertical.
  13. Ability to travel 10% of the time for customer engagements.
Preferred Qualifications
  1. 10+ years in a technical role directly supporting customers.
  2. Proven experience with SQL and Windows platform, and/or experience troubleshooting complex technical issues across the enterprise.
  3. Strong written and verbal communication skills.
  4. Ability to work efficiently under pressure and meet deadlines.
  5. Ability to manage multiple projects simultaneously and prioritize based on company and team objectives.
  6. Meticulous attention to detail.
  7. Experience working in a SaaS, IaaS, and/or Hybrid environments.
  8. Experience with and knowledge of e-discovery industry and products.
  9. Experience troubleshooting Microsoft Azure.
  10. Experience troubleshooting VMs, Storage, and Networking.
  11. ITIL Certification.

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