Technical Account Manager

Harvey

London, United Kingdom
Remote
Enterprise software support
High-severity issue resolution
Customer communication
Serve as a primary escalation point for Enterprise and Majors accounts, owning high-severity and technically complex support cases through resolution

Job Summary

  • Serve as a primary escalation point for Enterprise and Majors accounts, owning high-severity and technically complex support cases through resolution.
  • Lead clear and proactive incident communications, translating technical updates into customer-specific impact, expectations, and next steps.
  • Partner closely with Customer Success Managers to enhance Harvey’s post-sale technical engagement and overall customer experience.

Matching Summary

Serve as a primary escalation point for Enterprise and Majors accounts, owning high-severity and technically complex support cases through resolution.

Skills & Requirements

Must-have

  • Enterprise software support
  • High-severity issue resolution
  • Customer communication
  • Technical troubleshooting
  • Account context management
  • Incident response workflows

Nice-to-have

  • AI product experience
  • Law firm experience
  • Process building
  • Ambiguity comfort
  • On-call models

Key Requirements

  • Experience supporting enterprise software
  • Experience managing high-level stakeholders
  • Strong technical foundation
  • Customer obsession and ownership mindset
  • Exceptional judgment under pressure
  • Clear, polished communication skills

Work Rights

Not specified

Tailored Resume

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