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Manage technical customer relationships for RelativityOne, minimize service impact, guide critical incident resolution, and provide platform best practices. Lead service reviews, support capacity planning, contribute to KCS processes, and collaborate with Product, Engineering, and Operations on troubleshooting and continuous improvement. Participate in on-call or flexible support schedules and travel as needed.
Posting Type
Remote
Job Overview
About RelativityLegal technology is having its moment, and Relativity is at the centre of it.
We are a leading legal data intelligence company. Our extensible, AI cloud platform, RelativityOne, is trusted by the world’s largest law firms, corporations, and government agencies to turn complex data into actionable insights for litigation, investigations, regulatory inquiries, arbitration, and other high-stakes legal matters.
In Asia, the momentum speaks for itself: RelativityOne adoption jumped 46% year-over-year, a sign that organisations have moved beyond experimentation and are now applying AI in production environments to modernise how legal work gets done at scale.
To meet this moment, we’re expanding our Singapore team and on-the-ground presence. This is an opportunity to be part of an exciting growth story. We are looking for mid-level professionals across sales, technical solutions, customer success, and marketing to support our continued expansion. You’ll have the backing of an established industry leader and the opportunity to help grow our customer base across Asia.
If you’re ready to help write the next chapter of legal AI in Asia, we’d love to hear from you.
Job Description and Requirements
Key Responsibilities
- Develop a strong understanding of customer projects and proactively minimize service impact
- Guide resolution of critical customer incidents
- Apply and contribute to Knowledge-Centered Support (KCS) processes and best practices
- Maintain accountability for service quality and anticipate future demand for capacity planning
- Lead internal service review meetings focused on performance, quality, and continuous improvement
- Collaborate with Product, Engineering, and Operations to troubleshoot and resolve issues
- Provide best practices and technical guidance to customers on effective platform usage
- Participate in on-call rotations or flexible support schedules as needed
Minimum Qualifications
- 5+ years of experience in a technical role supporting customers directly
- Proven ability to manage technical relationships and resolve complex issues
- Strong problem-solving and cross-functional collaboration skills
Preferred Qualifications
- 5+ years of hands-on technical experience working with Relativity in a customer-facing role
- Strong written and verbal communication skills
- Experience working in SaaS, IaaS, or hybrid environments
- RCA (Relativity Certified Administrator) certification required
Additional Information
Travel requirement: Ability to travel
Suggested Skills:
Data Analysis, Data Intelligence, Data Science, Data Visualization, Information Governance, Legal Practices, Legal Research, Project Management, Risk Management, Structured Query Language (SQL)Similar Jobs
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