• Develop a strong understanding of projects impacting your service area and ensuring service impact is minimized 

• Help guide the resolution of critical customer incidents 

• Lead technical success plans 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 in Product, 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 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 

• Relativity Certified Administrator required 
• Ability travel 10% of the time for customer engagements. 

Preferred Qualifications