Technical Account Manager

As the Technical Account Manager, you will provide pooled, proactive technical guidance to a broad portfolio of customers using the Relativity platform. You will work in a 1: many model, partnering closely with Customer Success Managers, Support, Product, Engineering, and Sales to ensure customers receive consistent, high-quality technical engagement without dedicated TAM assignment.

• 5+ years of experience in a technical, customer-facing role directly supporting enterprise customers
• Hands-on experience with complex SaaS, IaaS, and/or hybrid environments
• Strong technical troubleshooting and problem-solving skills
• Ability to communicate complex technical concepts clearly to non-technical audiences
• Proven ability to manage multiple concurrent workstreams in a fast-paced environment

• Monitor technical health signals and dashboards (e.g., Gainsight, platform indicators, Server sunset metrics)
• Deliver reactive technical guidance for performance, latency, or platform concerns as needed
• Support intake and high-level oversight of large incoming project tickets, data migrations, and large complex matter related work
• Work collaboratively with cross-functional teams as a subject matter expert (SME) to enhance the product and customer experience
• Monitor Support trends and customer self-escalation patterns
• Deliver templated, automated technical guidance aligned to the Relativity customer journey
• Provide best-practice technical recommendations to customers during interactions
• Take initiative to provide best practices on the use of Relativity when interacting with customers
• Maintain flexibility to work other time frames as needed or requested
• Demonstrate commitment to core company values
• Contribute to and follow Knowledge-Centered Support (KCS) processes and best practices
• Exhibit subject matter expert (SME) knowledge in Relativity
• Work cross-functionally and apply critical thinking skills to solve problems and guide internal stakeholders to appropriate solutions

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected basis, in accordance with applicable law.