Relativity Service Delivery Manager - eDiscovery

  • Location: Remote Poland, Gdansk, Katowice, Poznan, Warsaw, Wroclaw, Łódź
  • Department: Relativity Service Delivery
  • Work Status: Full-time
  • Location Type: Remote

Overview

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 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 
  • 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 

Qualifications:

  • 7+ 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 
  • ITIL Certification 
  • #LI-Remote

Compensation:

  • Compensation Relativity is committed to competitive, fair and equitable compensation practices. 
  • This position is eligible for total compensation which includes a competitive base salary, annual performance bonus target of 10%, and long-term incentives. The expected salary range for this role is between 234 000 and 352 000PLN gross/year (Employment Contract). The final offered salary will be based on several factors, including but not limited to the candidate’s depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.
  • #LI-Remote
    #LI-MM2

About Relativity

Relativity is a diverse workplace with different skills and life experiences—and 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 plans Flexible work arrangements 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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