Relativity is hiring a
Relativity Service Delivery Architect, Remote - United States

Summary

The job is a Service Delivery Architect position within the Service Delivery Management Team at Relativity. The role involves proactively supporting customers in meeting their goals and overcoming technical challenges using the Relativity suite of products, developing an account plan for leveraging the platform, performing ongoing technical account oversight, and managing the technical relationship with the customer.

Requirements

• 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 at least one vertical
• RCA required

Responsibilities

• Develop a robust understanding of projects impacting your service area and ensuring service impact is minimized
• Help guide the resolution of critical customer incidents
• Initiate and lead Customer Action Plans as needed to ensure customers have a positive and successful experience using Relativity
• Be accountable for the quality of Service provided; ensuring future demand from growth and projects is understood and factored into capacity planning for customers
• 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
• 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

• Ability to travel 10% of the time for customer engagements
• 10+ years in a technical role directly supporting customers
• Proven experience 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

Benefits

• Compensation includes a competitive base salary, an annual performance bonus target of 10%, and long-term incentives
• The expected salary range for this role is between $117,000 and $175,000