Technical Account Manager

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. This role is ideal for a technically strong, customer-focused professional who enjoys operating at scale, helping many customers succeed through structured oversight, technical triage, and programmatic success motions. You will work in a 1: many model, partnering closely with Customer Success Managers (CSMs), Support, Product, Engineering, and Sales to ensure customers receive consistent, high-quality technical engagement without dedicated TAM assignment. You will bring clarity to complex technical situations, identify systemic risks, and guide customers toward successful outcomes, particularly around platform health, support experience, and large or complex matters. This role emphasizes technical program oversight, escalation intake, and best-practice guidance, rather than ownership of a small set of named accounts.

Role Responsibilities

• 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
• 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
• 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
• When interacting with our customers, take the initiative to provide the best practices on the use of Relativity
• Maintain the flexibility to work other time frames as needed or requested
• Commitment to and consistent demonstration of 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 for our business and customers.

Minimum Qualifications

• 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

Relativity is a diverse workplace with different skills and life experiences—and we love and celebrate those differences. We believe that employees are happiest when they're empowered to be their full, authentic selves, regardless how you identify.

Benefit Highlights:

• Comprehensive health, dental, and vision plans
• Parental leave for primary and secondary caregivers
• Flexible work arrangements
• Two, week-long company breaks per year
• Additional time off
• Long-term incentive program
• Training investment program

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

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:

202 000 and 302 000PLN

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 Analysis
• Data Intelligence
• Data Science
• Data Visualization
• Information Governance
• Legal Practices
• Legal Research
• Project Management
• Risk Management
• Structured Query Language (SQL)