Relativity
Organize data. Discover the truth. Act on it.
Chicago, IL
Remote

Senior Manager, Customer Implementations and Success 20-0541 at Relativity

| Remote
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We are Relativity. A market-leading, global tech company that equips legal and compliance professionals with a powerful platform to organize data, discover the truth, and act on it. The US Department of Justice, 199 of the Am Law 200, and more than 329,000 enabled users trust Relativity during litigation, internal investigations, and compliance projects.
 
Our SaaS product, RelativityOne, has become the fastest-growing product in the company's history and we have consistently been named a great workplace. As we grow, we continue to seek individuals that will bring their whole, authentic self to our team.
 
We believe that great talent is not bound by geography and that what you do matters more than where you do it. Relativity has assumed a hybrid work strategy, allowing choice and flexibility for employees to work either from home, a physical Relativity office location (once safe to do so), or a combination of the two, within certain logistical boundaries. Submit your application to learn more from our recruiters or contact us for more details.
 
The Senior Manager, Customer Implementations and Success oversees key functions in the end-to-end Relativity Trace customer lifecycle, from proof of concept through implementation, all the way to customer success - working hand-in-hand with the Trace Sales team along the way. This position leads and sets the strategic direction for Relativity Trace Customer Operations group, designing best practices and driving continuous improvements. This will be a global role with team members in the US, EMEA, and eventually APAC with significant growth expected in each region.
 
This person is responsible for ensuring that all of our POCs are successful, building customers into promoters and ensuring that all of our customers get the most value out of the platform. This position requires a balance of leadership skills, ability to design strong processes, an ability to set a long term strategy, and ultimately execute against it.
 
The Senior Manager, Customer Implementations and Success works closely with the Trace General Manager and is part of Trace Leadership Group. In addition, this role will be the main point of contact with the broader Relativity Customer Support, Customer Success, Customer Experience, Solutions, Training, and Certification teams ensuring that Relativity Trace is included appropriately in those programs.
Role Responsibilities
Design and set the overall strategy for the current and future Relativity Trace Operations Group
Work closely with the GM, Trace to establish clear goals and metrics to focus on with Relativity Trace customers. Set processes, standards and best practices for Trace Implementations and ongoing Usage with our customers, allowing us to scale our customer facing teams while maintaining a high bar for quality. Evaluate customer demand and resource capacity to allocate appropriate resources to accounts.
 
Continue to build a high performing Trace Operations team
Promote, embrace, and champion diversity and inclusion. Lead a productive, accountable, and passionate team that thrives on providing superior service to our customers. Identify and recruit world-class talent that includes a mix of Relativity platform and Surveillance experience.
 
Provide Clarity from Ambiguity
Partner with Trace Leadership Group and broader Relativity customer experience teams in setting clear expectations. Translate business objectives into strategy and communicate it clearly to your team.
 
Have an excellent understanding of the Surveillance industry and how Relativity Trace fits in
You must quickly become an expert on the industry and our product. Understand our standard workflows brings and help corporations translate that into their compliance monitoring practices. Deeply understand our roadmap and provide input to it - our customers our buying into that future as much as the current product.
 
Deliver on full operational life cycle of Relativity Trace
Your team is responsible for the full life cycle of customer operations and experience for the Trace business:
(1) Winning POCs (2) On-boarding production customers (3) Supporting existing customers
1. POC
- Own and be responsible for this critical stage in the overall sales process
- Define our standard POC process
- Understand and decipher success criteria and expectations
- Meet the success criteria of every single POC
2. Production Implementation
- Define the standard implementation that sets the bar for what good looks like
- Use learnings from POC to build customized implementation plan for every new client
- Execute the plan according to given timelines
3. Customer Success
- Execute transition from Implementation to Production
- Define the benchmark for what a successful client looks like and ensure all clients meet that benchmark
- Set regular touchpoints with all customers
- Clearly identify roles and responsibilities
- Work with broader Relativity Support team to ensure exceptional production experience
 
Ensure successful POC completion.
Trace Operations group will manage all customer POCs and ensure successful completion for all of them. Over time this function of Trace Operations will develop automated processes that allow anyone to spin up POCs making them less operationally taxing on the team
 
Make every customer implementation successful
Trace Operations group will provide white-glove service to all new customers, train new customers and provide workflow advise during implementation. Oversee the development of both pre-scripted & custom training materials to customers as needed
 
Make every customer a promoter
Work hand-to-hand with the Trace Sales team to define success and ensure that every customer meets that bar. Coach the team to identify customer strategic goals, develop annual account plans, identify areas of opportunity for expansion and upgrades, mitigate renewal risks, and build strong senior level leadership partnerships with Relativity customers. Serve as an escalation point for complex customer issues.
 
Build processes for scale within your team and with broader Relativity
Trace Operations group will be responsible for documenting standard operating procedures so we can build repeatable processes, including the Relativity Trace Starter Template. Your team will interact with Relativity Customer Support, Customer Success, Customer Experience, Solutions, Training, and Certification teams – it’s important the lines of responsibility and expectations are clearly defined. Drive collaboration across departments and functions to facilitate issue resolution. This role will define SLAs and Metrics and ensure we meet them on a regular basis.

Minimum Qualifications

  • At least 7 years' experience in Customer Success, Implementation, and/or Operations within a SaaS environment
  • Minimum 3 years experience working as a people manager
  • Ability to pass the RCA (Relativity Certified Administrator) certification exam as part of your onboarding
  • Ability to work through conflict, gain trust, and persuasively influence outcomes
  • Strong leadership skills and the ability to optimize team resources to attain business goals
  • Surveillance industry experience

Preferred Qualifications

  • RCA certification and Relativity Expert status
  • Ability to solve problems creatively
  • Comfortable with uncertainty
  • Strong communications skills
  • Team player that brings positive energy
  • #LI-MC1

At Relativity, we live our core values and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service, and we’re always looking for people to join us on the journey.
 
Relativity is a team of smart, passionate people always looking to grow, contribute, and make our product and customer service the best it can be. Our team members come from diverse backgrounds 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. 
 
So, please come as you are. We can’t wait to meet you. 
 
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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What are Relativity Perks + Benefits

Relativity Benefits Overview

We offer a competitive set of benefits and perks from great insurance, to unlimited time off and a zen room!

Culture
Volunteer in local community
We support local organizations through employee-nominated monthly grants and provide a large grant annually to schools within our community. See more: https://www.relativity.com/about-us/giving-back/
Partners with Nonprofits
We work with several organizations such as: Cradles to Crayons, Embarc, Year Up, Greater Chicago Food Depository, Best Buddies, MakerGirl, Latinas in Tech, NSBE, Anita B.Org - and more!
Friends outside of work
Eat lunch together
Intracompany committees
Our community resource groups: Black at Relativity, Relativity Women of the Workplace, RelAsians, Relativity Pride, Faces of Relativity, and RelMind.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Bonuses are based on a combination of how the company performs as well as how the individual performs.
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Restricted work hours
In the U.S., we have formal breaks where the office closes between 12/25 - 1/1 and new in 2020, the week of the 4th of July as well!
Company sponsored family events
We have an annual summer picnic where all employees are encouraged to bring family members.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Tax-free transportation opportunities.
Company Outings
We have our annual Summer Jam (picnic that includes friends and family), our User Conference - RelativityFest, and a holiday party each year.
Game Room
Our Cafe houses ping-pong, foosball, and a variety of arcade games - including Killer Queen (a multi-player game that is one of few in the country).
Stocked Kitchen
We have tea, coffee (including fancy espresso machines), a variety of LaCroix, soda, and many other things. We also have fresh fruit delivered twice a week in our pantry areas.
Some Meals Provided
Meals are often provided during morning or afternoon training sessions. There is also always plenty of leftover food from such meetings that employees can dive into after the attendees are finished.
Happy Hours
Different for each team, but always a great time!
Parking
Recreational Clubs
Several Intramural Sports Teams (kickball, softball, volleyball, etc.), Vertikal (climbing group), Movie Night, Gaming Groups, and several more.
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
The Relativity Certified Administrator Exam

Additional Perks + Benefits

We offer a Divvy bike share discount, a discounted gym membership to the gym in the building, DRYV Laundry Service for those who have workout clothes that need washing, a Mother's Room, a Zen Room, fresh fruit, coffee/tea/cold beverages, and much more!

An Insider's view of Relativity

How does your team reward individual success?

Rewarding success is one of my favorite parts of my role. Formally through annual bonus plans, thank you notes in our HR system and of course through promotions. I also like to submit nominations to be recognized at company meetings and spotlights in department newsletters. We move fast at Relativity it’s nice to slow down and just say thanks!

Jessica

Operations Manager, Customer Success and Support

How do you collaborate with other teams in the company?

On the Certification team, I develop exams and study content for our end users. To ensure that our exams are valid, I work with almost every team embracing their expertise and industry knowledge into the development process. It takes continuous interdepartmental collaboration to keep exam content accurate as the Relativity platform evolves.

Sean

Certification Specialist

How has your career grown since starting at the company?

As an Application Support Specialist, I have increased my technical knowledge in SQL database management, Network Administration, and Server Infrastructure. Prior to coming to Relativity, I had zero knowledge of e-Discovery, and now provide On-site training to our clients teaching them about the various e-Discovery tools Relativity has to offer.

Kamal

Application Specialist II

What are some social events your company does?

Our annual user conference, Relativity Fest, is such a tremendous opportunity to get one on one face time with our partners. Fest draws 2,000 platform users and practitioners from all different facets of the industry and being able to connect with them and hear their stories is extremely powerful.

Michael

Platform Account Manager

Relativity Careers in Chicago
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Remote
3 weeks ago
Focused on Relativity's AI services, you will be responsible for innovating E-Discovery workflows by delivering solutions that include the latest breakthroughs in AI, overall driving Relativity’s AI thought leadership and market positioning. You will build strong customer relationships to validate our solutions are solving the right problems with user experiences that reflects deep understanding of their needs. You will help collaborate closely with designers, engineers, and other product managers to plan, execute, and release solutions that achieve project goals and facilitate frequent feedback loops. 

Software Engineer-Trace

Relativity
Remote
3 weeks ago
Actively participating in our SCRUM process. Passionate about automation and self-service. Troubleshooting issues by fixing defects and responding to client specific problems . Object-oriented analysis (OOA), object-oriented design (OOD), and object-oriented programming (OOP) applying SOLID principles and design patterns in Java or C++ or C#.

Senior Performance Engineer-20-0591

Relativity
Chicago
3 weeks ago
As a Lead Performance Engineer, you will evaluate system reliability and performance across Relativity’s core products and generate performance data used to drive key business decisions. You will work directly with engineering and service delivery teams as a subject matter expert for analyzing advanced performance matters across our Cloud-based offering.

Senior Software Engineer- Platform 20-0714

Relativity
Remote
3 weeks ago
As a Senior Software Engineer at Relativity you will leverage your software development skills to design and build systems within our cloud-based SaaS platform, Relativity. This is your opportunity to work on a scalable and dynamic web system which supports integration with multiple search engines, clustering technologies, and client component interaction through web services. This is all utilizing many of the newer, and strongest technologies. You will build highly distributable systems composed of multiple databases, processing, and web servers within the massive data field.

Senior Manager, Customer Success 20-0701

Relativity
Remote
3 weeks ago
The Senior Manager, Customer Success Management oversees a team of Customer Success professionals who work closely with our Relativity service provider customers. This team is responsible for ensuring successful adoption, maturity, and growth of Relativity service provider customers, across various segments. This position will be focused on managing and coaching a team of customer success managers (CSMs).

Senior Product Manager - Review - 20-0716

Relativity
Remote
3 weeks ago
Focused on Relativity's Review domain, you will be responsible for leading the most-used functionality in Relativity, centered around the document viewer and related capabilities. You anticipate customers’ future needs, for example around reviewing newer data types like short message and video meeting recordings. You lead a team in creating solutions to solve these evolving challenges. You will build strong customer relationships to validate our solutions are solving the right problems. You will lead a small team of skilled product managers focused on creating exceptional user experiences and actualizing the project goals.