Application Analyst

Key Responsibilities 

Workflow Support 

Respond to customer inquiries related to Relativity workflows and information requests, including diagnosing front-end issues, guiding users through processes, and resolving support tickets using established support practices. 

Customer Experience & Relationship Management 

• Deliver outstanding customer service through all communication channels, ensuring timely and effective resolution of customer requests. 

• Build and maintain strong relationships with key customers, providing strategic guidance and best practices for Relativity and other eDiscovery solutions. 

• Handle sensitive and critical customer interactions with professionalism and empathy, including involvement in Customer Action Plans for high-priority clients. 

• Deliver responsive and professional communication, adhering to service level agreements and maintaining a customer-first approach. Create, categorize, escalate, and resolve support tickets in Salesforce, ensuring accurate documentation and timely updates. 

• Create, categorize, escalate, and resolve support tickets in Salesforce, ensuring accurate documentation and timely updates. 

Collaboration & Strategic Communication 

• Partner with other support verticals and internal teams to ensure high-quality service delivery. Share insights and recurring issues with management to support continuous improvement. 

• Communicate requests clearly and effectively to diverse teams and stakeholders. 

Required Skills & Experience 

• Minimum 1 year of experience working in Relativity in a customer-facing role.  

• Knowledge of the eDiscovery industry and SaaS products. 

• Exceptional analytical, problem-solving, and communication skills. 

• Client-focused and ability to understand expectations.  

• Ability to work efficiently under pressure and manage competing priorities. 

• Experience with Salesforce or similar ticketing systems. 

• Flexibility to work shifts, on-call schedules, and extended hours as required. 

Certifications 

• RCA Certification recommended. 

• Preferred attainment of Relativity Professional Titles (RelativityOne Certified Pro and RelativityOne Review Pro) within 6 months of start date. 

Preferred Qualifications 

• Proven track record of driving customer satisfaction and operational improvements. 

• Demonstrated commitment to continuous personal and professional development in workflow optimization and best practices for leveraging Relativity. 

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

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.