EMEA Technical Account Manager – Strategic Enterprise Support

Harvey; Greater London; On-site; GBP 75,000 - 95,000; Full time

Job summary

Harvey is seeking a Technical Account Manager to join our Customer Success team in London. You will be a high-touch, technically fluent resource for strategic customers, handling complex, time-critical issues and ensuring a world-class experience.

You’ll partner with Customer Success Managers and internal teams to deliver proactive incident management, detailed root causes, and clear communications that translate complex tech into actionable business impact.

Qualifications

• Experience supporting enterprise or regulated software in technical support, escalation management, or technical account-facing roles.
• Proven experience engaging and managing high-level stakeholders both internally and externally.
• Exceptional attention to detail with the ability to manage and resolve complex, multi-layered support cases.
• Strong technical foundation, with the ability to troubleshoot complex systems and communicate clearly with engineering and product teams.
• Deep customer obsession and ownership mindset, accountable for customer outcomes.
• Excellent judgement under pressure in high-severity, confidential situations.
• Clear, polished written and verbal communication with senior customer stakeholders.
• Ability to manage multiple urgent issues simultaneously while maintaining accuracy and trust.
• Highly collaborative mindset with cross-functional teams.
• Comfort operating in ambiguity and contributing to process-building in a fast-scaling environment.

Responsibilities

• Serve as a primary escalation point for Enterprise and Majors accounts, owning high-severity and complex cases.
• Triage, investigate, and resolve urgent issues with speed across Support, CS, Engineering, Product, and Security teams.
• Maintain deep account context including workflows, configurations, integrations, and sensitivities.
• Provide real-time technical support for senior customer stakeholders (Knowledge Management, IT leaders).
• Lead proactive incident communications with impact, expectations, and next steps.
• Participate in incident response workflows, including severity classification and post-incident reviews.
• Document root causes, resolutions, and preventative actions to improve reliability.
• Contribute to escalation playbooks, runbooks, and support tooling improvements.
• Partner with Customer Success to enhance post-sale technical engagement.

Job description

Harvey is seeking a Technical Account Manager to join our Customer Success team in London. You will be a high-touch, technically fluent resource for strategic customers, handling complex, time-critical issues and ensuring a world-class experience.

You’ll partner with Customer Success Managers and internal teams to deliver proactive incident management, detailed root causes, and clear communications that translate complex tech into actionable business impact.