About the Role
Title: Service Delivery Manager – eDiscovery
Location: Remote Poland
Type: Full-time
Workplace: remote
Category: Customer Support
JobDescription:
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?
TheService Delivery Management Teamproactively supportsour 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, theService Delivery Manager (SDM) works proactively with our customers to ensure strong outcomes with key customer projects, goals, and KPIs.
The SDM is responsible ford eveloping an account plan and strategy for leveraging the Relativity platform to achieve the customer’s 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 ensure service impact is minimized
- Help guide the resolution of critical customer incidents
- Contributeto and follow Knowledge-Centered Support (KCS) processes and best practices
- Be accountable for the quality of Service provided; ensuring future demand from growth and projects is understood and factored into capacity planning for customers
- Commitment to and consistent demonstration of core company values
- 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, takethe initiative toprovidethe best practiceson theuse ofRelativity
- Maintain the flexibility to work any on-call schedules, or other time frames as needed or requested
Qualifications:
- 4+ years of technical experience working with Relativity in a customer-facing role
- 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 SaaS, IaaS and/or Hybrid environments.
- Experience with and knowledge of e-discovery industry and products.
- #LI-Remote