Relativity Trace Specialist (remote)
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?
Relativity Trace is an early-stage business within Relativity that’s bringing a best-in-class communication surveillance platform to the global market. Our team’s vision is to build a world free of professional misconduct.
Trace is the most flexible communication surveillance platform allowing compliance teams to have full control over how they monitor risk. It leverages innovative artificial intelligence to supplement compliance team capabilities to reduce false-positive alerting and increase efficiency.
The Relativity Trace specialist is the primary touchpoint for all of our customers, responsible for implementation and customer success.
Be obsessed with Relativity.
You are a Relativity expert who loves being in the software all day. You know the product end-to-end and have experience using it in the field and troubleshooting problems. You stay on the forefront of what’s being developed and push the platform in creative ways. You have an expertise in SQL and understand the Relativity architecture.
Responsible for full operational life cycle of Trace.
You will manage customer operations for the Trace business: Pre-sales technical questions -> Managing POCs -> On-boarding production customers -> Supporting existing customers. In addition, you will be responsible for documenting standard operating procedures so that we can train our user base and other Relativity teams how we operate. We want to create a self-sustaining process.
Be a technical expert for the Trace Sales Team.
You already know core Relativity exceptionally well. You will help our sales team answer any technical or product questions (including Relativity AND Trace) needed to move a prospect through the sales cycle. All common questions should be documented and managed.
Ensure successful POC completion.
You will manage all customer POCs and ensure successful completion for all of them. Over time you will develop automated process that allow anyone to spin up POCs making them less operationally taxing on our team.
You own the successful implementation of production customers.
You will manage the on-boarding and implementation for all Trace customers: R1 or Not, New to Relativity or not, Corporate or Channel. You are expected to document this process.
You are the first line of support for our early adopters.
You will be calling and emailing our early customers frequently, providing white glove service. You will own the resolution of every ticket because you won’t let our customers fail. You will coordinate with the development team to make sure major issues are fixed and deployed rapidly. You will use your in-depth technical product, SQL, network and server knowledge to quickly get to the bottom of every issue.
You are a user advocate providing workflow advice internally and externally.
You’ve seen Relativity enough in the field that you know what a good workflow looks like. As we develop new technology, you make sure the user experience is at the top of our minds providing input. You also work with our customers to make sure their environments are set up to meet their individual requirements.
You are a self-starter who is comfortable juggling many balls.
You will be responsible for many activities simultaneously. You proactively seek out opportunities to deliver differentiating value for the team and the product, because you care about what we are building. You won’t need to be closely managed and will own delivering your commitments.
You can build a great demo highlighting the power of new functionality.
You can tell a story in Relativity with a clean workspace that is optimized to highlight the specific functionality we want to demo.
You manage our internal environments and make sure they are always running smoothly.
You manage our demo and development environments. You keep track of common failures and report them as defects. You report key metrics that are relevant to Trace as a product – billing, error and performance.
You are comfortable with uncertainty.
We have a roadmap that is rapidly developing with feedback from our early adopters. You should be comfortable working in an environment of constant change and should also be able to work confidently with a certain level of ambiguity. If you need an answer to something, you’ll take the initiative to find an answer.
You are a team player that brings positive energy.
We are a small team that is trying to build something big. Everyone on the team is expected to stretch to do what is needed. You bring energy and fun to the room.
- 3+ years of experience using Relativity daily
- Ability to travel: may require on-site support for deployment and rollout of early customers
- Great interpersonal skills, able to communicate with customers and amaze them
- Some technical background and you are not afraid to get your hand dirty configuring production software
- Able to understand a customer’s technical issues and communicate issues and feedback with development and product teams
- Proven experience putting together standard processes used successfully by others
- Coaching / Training experience – from material preparations to presentations
- Experience building dashboards with key metrics
- Bonus if you have deep hands-on Relativity experience, including SQL backend (PowerShell scripts are an extra bonus)
- Effective communication and teamwork skills
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.
Comprehensive health, dental, and vision plans
Parental leave for primary and secondary caregivers
Flexible work arrangements
Two, week-long company breaks per year
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.