Relativity Technologies

Senior Manager, Technical Account Management

Relativity Technologies • $159K — $239K *
New York, NY 10025In-Person
Technical Services
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Knowledge of Relativity software products
  • Strong customer service skills, comfortable with senior executives
  • Ability to simplify technical language for non-technical audiences
  • Proven experience with SQL and Windows; troubleshooting complex issues
  • Strong written and verbal communication abilities
  • Proven track record of managing multiple projects and deadlines
  • Meticulous attention to detail
  • Experience in SaaS, IaaS, or hybrid environments
  • Knowledge of e-discovery products
  • Familiarity with troubleshooting Microsoft Azure and related technologies
  • ITIL Certification

Responsibilities

  • Oversee the quality of service provided to clients to ensure efficiency
  • Manage the team towards KPIs and meet department goals
  • Lead internal service review meetings focusing on service improvement
  • Ensure proactive ticket monitoring and resolution of client blockers
  • Direct the team in delivering complex support to clients during business hours and beyond
  • Guarantee timely completion of daily tasks with high quality
  • Engage in coaching and developing team members' skills

Benefits

  • Remote/Hybrid work environment
  • Commitment to career growth and professional development
  • Access to a diverse and collaborative team culture
  • Flexibility to manage on-call schedules as needed
  • Engagement in a mission-driven company that upholds core values
Full Job Description

Posting Type

Remote/Hybrid

Job Overview

TheTechnical Account Management Teamproactively supportsour customers in meeting their goals and overcoming any technical challenges encountered using the Relativity suite of products. As the manager of the Service Delivery Team, you will work with theTechnical Account Managers (TAM) proactively with our customers to ensure strong outcomes with key customer projects, goals, and KPIs.

As a Manager on the Technical Account Management (TAM) Team, you will be responsible for providing Technical, Policy, and Procedure guidance to your teams. The TAM Manager should have intimate knowledge on all TAM process and procedures. The TAM Manager will be responsible for ensuring that Services are provided in an uninterrupted manner. The TAM Manager will be responsible for balancing the team27s workload, reassigning accounts as needed due to PTO and scheduled trainings. The TAM Manager should be organized, attentive to details, and meet all our department goals and metrics. The TAM Manager informs their manager of issues regarding personnel, performance, client perception, and project status, and works closely with Product and Engineering teams to ensure consistent, high-quality service of our product. The TAM Manager is also responsible for the professional development of their reports.

Job Description and Requirements

  • Be accountable for the quality of Service provided; ensuring future demand from growth and projects is understood and factored into capacity planning for customers
  • Manage towardTAMKPI27s
  • Ensure team is driving internal service review meetings covering performance, service improvements, quality, and process
  • Ensure team members are proactivelymonitoringopen tickets, tenanthealthand removing any existing blockers for the customer.
  • OverseeTAMteam as they provide complex responsive support to clients during normal business hours and after hours.
  • Oversee team as they complete all daily tasks and projects as requested, on-time, and with attention to detail and quality.
  • Provide excellent customer service using the communication methodsdesignatedby Relativity.
  • Maintain the flexibility to work any on-call schedules, or othertime framesas needed or requested
  • Translate businessobjectivesanddeterminehow to use resources to meetobjectivesand goals
  • Manage issues of diverse and ambiguous scope which require evaluation of a variety of factors and current business trends
  • Coach and develop employees to expand upon their technical and Relativity related skill setsand drive towards high performance.
  • Commitment to and consistent demonstration of core company values

Qualifications

  • Knowledge of Relativity

  • Strong customer service skills; comfort working with senior level executives both internally and externally

  • Ability to translate technical problems and issues into terminology that can be understood by non-technical audiences

  • Provenexperience with SQL and Windows platform, and/orexperience troubleshooting complex technical issuesacross the enterprise.

  • Strongwritten and verbal communication skills

  • Ability to work efficiently under pressure, drive projects to completion and meet deadlines.

  • Ability to manage multiple projects simultaneouslyand prioritize based on company and teamobjectives.

  • Meticulous attention to detail.

  • Experience working inaSaaS,IaaSand/orHybridenvironments.

  • Experience with and knowledge of e-discovery industry and products.

  • Experience troubleshooting Microsoft Azure

  • ExperiencetroubleshootingVMs, Storage and Networking

  • ITIL Certification

Relativity is committed to competitive, fair, and equitable compensation practices.

This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives.

The expected salary range for this role is betweenfollowing values:

$159,000 and $239,000

The final offered salary will be based on several factors, including but not limited to the candidate27s depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.

Required Skills:

Data Intelligence, Data Security, Government Contracts, Information Governance, Legal Practices, Legal Research, Policy Analysis, Strategic Planning, Technology Implementations, Vendor Management

About Relativity Technologies

Relativity Technologies, Inc. provides software solutions. The Company offers software that helps organizations to modernize their legacy applications. Relativity Technologies serves customers in the United States.
Learn more about Relativity Technologies
Size
100 employees
Industry
Consumer Technology
Founded
2001
* Ladders Estimates

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