Senior Manager, Technical Account Management
Core
Manage a Technical Account Management (TAM) team to proactively support customers using the Relativity suite of products, ensuring strong outcomes on key projects and KPIs.
Role type
Senior Manager, Technical Account Management
Builds
Uninterrupted technical, policy, and procedure guidance services for enterprise clients using Relativity.
Domain
E-discovery, Legal Tech, SaaS
Deliverable
client delivery
Required skills
Team management, Capacity planning, KPI management, Internal service review facilitation, Complex responsive support oversight, Daily task/project oversight, Customer service, Business objective translation, Resource allocation, Ambiguous scope management, Employee coaching, Relativity platform knowledge, SQL, Windows platform, Enterprise troubleshooting, SaaS/IaaS/Hybrid environment experience, E-discovery industry knowledge, Microsoft Azure troubleshooting, VM/Storage/Networking troubleshooting, ITIL Certification
Preferred skills
Senior executive communication, Technical to non-technical translation, High-pressure project driving, Multi-project prioritization, Detail orientation
Technologies
Relativity, SQL, Windows, Microsoft Azure, VMs, Storage, Networking
Responsibilities
Account for service quality and capacity planning, Manage TAM KPIs, Drive internal service review meetings, Monitor open tickets and tenant health, Oversee complex responsive support, Oversee daily task completion, Provide customer service via designated channels, Maintain on-call flexibility, Translate business objectives to resource usage, Manage diverse/ambiguous scope issues, Coach and develop team members
Seniority
Senior, hands-on IC manager
