Relativity Technical Account Manager - eDiscovery

Relativity Technical Account Manager – eDiscovery, London

Client:

Location:

London, United Kingdom

Job Category:

–

EU work permit required:

Yes

Job Reference:

8b224c0b567c

Job Views:

10

Posted:

26.04.2025

Expiry Date:

10.06.2025

Job Description:

The Service Delivery 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 Service Delivery Team, the Service Delivery Manager works proactively with our customers to ensure strong outcomes with key customer projects, goals, and KPIs. The Service Delivery Manager is responsible for developing an account plan and strategy for leveraging the Relativity platform to achieve the customers\’ desired objectives. The SDM 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 reports to the Senior Manager, Service Delivery Management. This role requires Relativity experience.

Role Responsibilities

1. Develop a robust understanding of projects impacting your service area and ensuring service impact is minimized
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. 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
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. When interacting with our customers, take the initiative to provide the best practices on the use of Relativity
9. Maintain the flexibility to work any on-call schedules, or other time frames as needed or requested
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. RCA required
14. 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, drive projects to completion, 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 the e-discovery industry and products
9. Experience troubleshooting Microsoft Azure
10. Experience troubleshooting VMs, Storage, and Networking
11. ITIL Certification
12. #LI-Hybrid

Additional Notes

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Created on 26/04/2025 by TN United Kingdom

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