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Service Delivery Manager - eDiscovery

81% Flex
Full Remote
Mid-level (2-5 years)
  • Remote from:Poland
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Service Delivery Manager - eDiscovery

81% Flex
Remote: Full Remote
Experience: Mid-level (2-5 years)
Work from: Poland...

Offer summary

Qualifications: 4+ years technical experience with Relativity, Strong communication skills, attention to detail.

Key responsabilities:

  • Develop and implement account strategy
  • Guide internal stakeholders toward solutions
  • Drive service review meetings for performance improvements
Relativity logo
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Relativity
Computer Software / SaaSLarge

http://www.relativity.com/

1001 - 5000 Employees

aboutRelativity

Job description

Logo JobgetherYour missions
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 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 
  • Contribute to 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, 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 

    • 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

    • 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 175 000 and 263 000 PLN 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.


    • 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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    Required profile

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    Experience
    Level of experience :
    Mid-level (2-5 years)
    Industry :
    Spoken language(s)
    Check out the description to know which languages are mandatory.
    Soft Skills
    • Strong communication and organizational skills
    • Proactive problem-solving attitude

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