- 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
- 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 e xperience 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
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 between following values: $159,000 and $239,000
The final offered salary will be based on several factors, including but not limited to the candidate's 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
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This posting was published by Relativity on their own careers system and is shown here with a direct link to apply there. Employers: for corrections or removal, contact jobs@veritahire.com.