Relativity is hiring a
Relativity Service Delivery Architect

Summary

The Service Delivery Architect is responsible for developing an account plan and strategy for leveraging the Relativity platform to achieve customer objectives. This role requires Relativity experience, cross-functional collaboration, and problem-solving skills. The preferred qualifications include 10+ years in a technical role, SQL and Windows platform knowledge, strong communication skills, ability to work under pressure, manage multiple projects simultaneously, and ITIL Certification.

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
• 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
• 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