Service Delivery Manager - eDiscovery
Hybrid Krakow
Relativity Service Delivery – Customer Support /
Full-time /
Hybrid
Here at Relativity we prioritize flexibility and work-life harmony. Our Hybrid work environment provides options tailored to your role and location, aiming to enhance engagement, connectivity, and productivity.
Join us to experience a culture of collaboration and innovation, where connecting in-person adds value to our collective growth. Let's work together!
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 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
- Current Relativity Certified Administrator certification status, or the attainment of an RCA within 3 months of hire date.
- 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-Hybrid
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, 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.
