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 R1 Customer Service team manages the lifecycle playbooks for the RelativityOne product, from conducting trial sessions with prospective customers through custom onboarding, data migrations, third-party integrations and ongoing management of the platform. The Implementation Specialist II provides a comprehensive understanding of client usage and capabilities for all RelativityOne products and services across the spectrum of the EDRM.

Role Responsibilities:

• Act as the subject matter expert for one or more areas within the team and provide a high level of customer support with respect to those topics.
• Implement best practices in customer support and coach junior team members with respect to them.
• Lead the support of all implementation activities, including POCs, new customer rollouts, data migration and implementation of new or updated products.
• Create and execute strategic implementation plans for new customers.
• Lead the most challenging, complex and detailed implementations provide ongoing management and support to customers.
• Provide support technical guidance to help customers use RelativityOne systems and enable them to optimize their use of the platform.
• Participate in sales calls and meetings as required and assist with the preparation of presentation materials.
• Provide support technical guidance to help customers use RelativityOne systems and enable them to optimize their use of the platform.
• Identify customer and prospective customer needs and define solutions to address them.
• Manage all assigned customer issues and questions.
• Capture customer and prospective customer requirements and work with internal teams to create scopes of work and implementation plans to address business needs.
• Deliver advice to the product management team based on customer or prospective customer interactions, product issues, field deployments and market trends.
• Track activities in the approved, standard internal systems, including detailed updates for all customer interactions and change management.
• Exercise sound judgment and make independent decisions.
• Demonstrate consistent commitment to core company values.

Preferred qualifications:

• Additional certifications (e.g., Relativity Analytics Specialist, Relativity Processing Specialist, Relativity Assisted Review Specialist, Relativity Sales Professional, etc.)
• Strong knowledge of Relativity and RelativityOne best practices.
• Ability to manage multiple projects simultaneously and prioritize based on company and team objectives.
• Ability to work efficiently under pressure, drive projects to completion and meet deadlines.
• Flexibility and the ability to adapt quickly to shifting company or team goals.
• Strong business and IT acumen, including problem-solving and critical thinking.

Minimum qualifications:

• Bachelor’s degree in Computer Science, or a related field, or equivalent experience.
• Three or more years in a relevant industry.
• Advanced knowledge of Relativity and its features.
• Advanced knowledge of the technical configuration requirements for RelativityOne.
• Strong customer management skills.
• Earn RCA and ROCP certifications within three months of employment. 

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.