Are you looking to be in a workplace where colleagues inspire one another? Are you interested in competitive and impactful benefits? Do you prefer flexible work arrangements?
The Service Delivery Management Team proactively supports our customers in meeting their goals and overcoming any technical challenges encountered using the Relativity suite of products. As a member of the Service Delivery Team, the Service Delivery Manager (SDM) works proactively with our customers to ensure strong outcomes with key customer projects, goals, and KPIs.
The SDM is responsible for developing an account plan and strategy for leveraging the Relativity platform to achieve the customers\' desired objectives. The SDM performs ongoing technical account oversight and manages the technical relationship with the customer. In this role you will be required to work cross-functionally and apply critical thinking skills to solve problems and guide internal stakeholders to appropriate solutions for our business and customers.
Role Responsibilities
Develop a strong understanding of projects impacting your service area and ensure service impact is minimized
Help guide the resolution of critical customer incidents
Contribute to and follow Knowledge-Centered Support (KCS) processes and best practices
Be accountable for the quality of Service provided, ensuring future demand from growth and projects is understood and factored into capacity planning for customers
Commitment to and consistent demonstration of core company values
Drive internal service review meetings covering performance, service improvements, quality, and process
Partner with other senior-level team members, Product, Operations, and Engineering as needed to troubleshoot and resolve customer incidents
When interacting with our customers, take the initiative to provide the best practices on the use of Relativity
Maintain the flexibility to work any on-call schedules, or other time frames as needed or requested
Preferred Qualifications
4+ years of technical experience working with Relativity in a customer facing role
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
Minimum Qualifications
3+ years in a technical role directly supporting customers
RCA required
Relativity is a diverse workplace with different skills and life experiences\xe2\x80\x94and 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 Unlimited 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.
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