Technical Account Manager - Singapore

About the role

Relativity, a legal data intelligence company behind the RelativityOne AI cloud platform, is expanding its Singapore team and on-the-ground presence. It is hiring a mid-level Technical Account Manager to support its growth and help build its customer base across Asia. The role is remote.

Key responsibilities

• Understand customer projects and proactively minimise service impact
• Guide resolution of critical customer incidents
• Apply and contribute to Knowledge-Centered Support (KCS) processes and best practices
• Maintain accountability for service quality and anticipate future demand for capacity planning
• Lead internal service review meetings focused on performance, quality and continuous improvement
• Work with Product, Engineering and Operations to troubleshoot and resolve issues
• Give customers best practices and technical guidance on effective platform use
• Take part in on-call rotations or flexible support schedules as needed

Required profile

• 5+ years of experience in a technical role supporting customers directly
• Proven ability to manage technical relationships and resolve complex issues
• Strong problem-solving and cross-functional collaboration skills
• RCA (Relativity Certified Administrator) certification required
• Ability to travel

Preferred qualifications

• 5+ years of hands-on technical experience with Relativity in a customer-facing role
• Strong written and verbal communication skills
• Experience in SaaS, IaaS or hybrid environments