Senior Manager, Technical Account Management

Relativity

3d•$159,000 - $239,000•Remote

About The Position

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 the manager of the Service Delivery Team, you will work with the Technical 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 team’s 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.

Requirements

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

Responsibilities

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 toward TAM KPI’s
Ensure team is driving internal service review meetings covering performance, service improvements, quality, and process
Ensure team members are proactively monitoring open tickets, tenant health and removing any existing blockers for the customer.
Oversee TAM team 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 methods designated by Relativity.
Maintain the flexibility to work any on-call schedules, or other time frames as needed or requested
Translate business objectives and determine how to use resources to meet objectives and 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 sets and drive towards high performance.
Commitment to and consistent demonstration of core company values