.png){kind=logo}
Manage technical relationships for Relativity customers, develop account plans, lead technical success plans, troubleshoot incidents with product and engineering, drive service reviews, follow KCS, and act as a Relativity SME to ensure successful platform outcomes.
Posting Type
Remote/Hybrid
Job Overview
The Technical Account Management Team proactively supports our customers in meeting their goals and overcoming any technical challenges encountered using the Relativity suite of products. As a member of the Technical Account Management Team, the Technical Account Manager (TAM) 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.
This role requires prior Relativity experience.
Job Description and Requirements
- Develop a strong understanding of projects impacting your service area and ensuring service impact is minimized
- Help guide the resolution of critical customer incidents
- Lead technical success plans 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 in Product, 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 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 Relativity
- Relativity Certified Administrator required
Preferred Qualifications
- Proven experience with SQL and Windows platform, and/or experience troubleshooting complex technical issues across the enterprise.
- Highly developed 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.
- ITIL Certification
- Relativity Expert
- Ability travel 10% of the time for customer engagements
Suggested Skills:
Data Analysis, Data Intelligence, Data Science, Data Visualization, Information Governance, Legal Practices, Legal Research, Project Management, Risk Management, Structured Query Language (SQL)Relativity Sydney, New South Wales, AUS Office
10 Carrington Street, Sydney, Australia, NSW 2000
Similar Jobs
Legal Tech
Serve as a trusted, client-facing Technical Account Manager for Cloud Managed Services, providing strategic guidance on eDiscovery, legal technology, information governance, and cloud solutions. Build relationships, drive adoption and customer success, coordinate issue resolution, lead client reviews, and collaborate with internal teams to optimise service delivery and expand client use of Epiq solutions.
.png){kind=logo}
AdTech • Cloud • Digital Media • Information Technology • News + Entertainment • App development
Manages finance and accounting operations for Australia and New Zealand, including month-end close, financial reporting, tax compliance, audits, statutory accounts, forecasting, reconciliations, budgeting, film-level financial tracking, and offshore processing oversight. Partners with marketing, sales, headquarters, tax agents, and distribution partners while ensuring compliance with internal policies, local legislation, and US GAAP requirements.
Top Skills:
SAP
Cloud • Computer Vision • Information Technology • Sales • Security • Cybersecurity
Assess customers’ Falcon environments, identify security misalignments, recommend remediation, and guide customers toward improved security posture. The role documents and resolves issues within SLAs, produces service reports, coordinates troubleshooting with support and internal teams, and maintains customer satisfaction. Candidates need cybersecurity experience, strong customer communication, Windows/Linux/macOS knowledge, and threat detection or incident response expertise.
Top Skills:
Ai TechnologiesCis Critical Security ControlsCloud Controls MatrixCrowdstrike FalconIso 27001/2LinuxmacOSMdr/XdrMitre Att&CkNist Cybersecurity FrameworkPci DssSIEMUebaWindows
What you need to know about the Sydney Tech Scene
From opera to comedy shows, the Sydney Opera House hosts more than 1,600 performances a year, yet its entertainment sector isn't the only one taking center stage. The city's tech sector has earned a reputation as one of the fastest-growing in the region. More specifically, its IT sector stands out as the country's third-largest, growing at twice the rate of overall employment in the past decade as businesses continue to digitize their operations to stay competitive.
