Senior Manager, Technical Account Management

- Be accountable for the quality of Service provided; ensuring future demand from growth and projects is understood and factored into capacity planning for customers

- 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

- 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 .

- 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 .

- Experience working in a SaaS , IaaS and /or Hybrid environments.

- Experience with and knowledge of e-discovery industry and products.

The expected salary range for this role is between following values: $159,000 and $239,000

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