Manager, Product Adoption Consulting

Posting Type

Hybrid/Remote

Job Overview

Adoption Services at Relativity is on a mission to ensure our customers unlock the full potential of RelativityOne. We believe that the right combination of expertise, innovation, and empathy can drive meaningful transformation for our customers. The Product Adoption Services team works alongside the Expert Product Services team to provide scalable support for clients throughout their adoption journey, with a focus on one-to-many enablement activities and structured onboarding processes.

As Product Adoption Services Manager, you will leverage product knowledge and customer service skills to help clients successfully implement and utilize Relativity's solutions, with a particular focus on supporting broader adoption initiatives and delivering standardized onboarding experiences. You will be managing a team consisting of Product Adoption Services Specialists (individual contributors) based across the U.S., and you will report to the Director of Adoption Services.

Job Description and Requirements

 Responsibilities 

• Lead one-to-many enablement sessions during customer onboarding to ensure proper setup, drive initial adoption, and maximize the value of Relativity’s products (specifically the aiR Suite of products).  

• Manage and direct team on advanced customer inquires regarding Relativity workflow across the product line. Proactively surface blockers and employ creative, coordinated solutions/strategies to overcome them. 

• Manage the delivery of, and contribute inputs to, standard adoption materials and training programs created by the LDI Education team.  

• Provide feedback to Expert Product Services team members about recurring adoption challenges and potential improvement opportunities. 

• Be a great collaborator and cross-functional business partner. Beyond Adoption Services leadership team, act as a strategic partner with Customer Success, Account Executives, Product Management, and others.   

• Participate (and lead) cross-functional meetings to represent the customer perspective during discussions about product enhancements. Capture customer requirements and collaborate with internal teams to implement solutions that address common business needs. 

• Perform routine assessments of process to ensure departmental efficiency and efficacy. Partnering with the Senior Managers and Director to vet existing process, establish enhanced operating processes to improve the Adoption Services function globally. Development and achievement of OKRs. 

• Identify processes for ensuring long term success of expanding support model, establishing best practices that support both organizational change plus the success and growth of team members. 

• In partnership with international Adoption Services leadership, set a global standard for success for the Product Adoption function.   

Qualifications 

• Bachelor’s degree and/or 6-8 years of relevant work experience  

• Minimum of 5 years of eDiscovery/LDI experience  

• Expertise in Relativity’s product solutions, including certification as a Relativity Certified Administrator (RCA)  

• Experience with AI/ML solutions for e-Discovery is a plus 

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