Enterprise Technical Account Manager - EMEA

AI Startups UK; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Job summary

Harvey seeks a Technical Account Manager to join its Customer Success team. You will be the high-touch technical resource for Enterprise accounts, delivering expert, rapid handling of complex, time-sensitive issues and collaborating with internal teams to ensure world-class client outcomes.

You'll triage and resolve urgent issues, maintain deep account context, and lead proactive incident communications while contributing to playbooks and post-sale technical engagement.

Qualifications

• Experience supporting enterprise software in technical support or TAM roles.
• Proven ability to manage high-level stakeholders.
• Strong technical foundation to troubleshoot complex systems.
• Excellent written and verbal communication with senior stakeholders.
• Ability to manage multiple urgent issues with accuracy.
• Collaborative mindset and cross-functional partnership.
• Comfort operating in ambiguity in a fast-scaling environment.

Responsibilities

• Serve as a primary escalation point for Enterprise and Majors accounts, owning high-severity and technically complex support cases through resolution.
• Triage, investigate, and resolve urgent customer issues with speed and sound judgment, coordinating across Support, Customer Success, Engineering, Product, and Security teams.
• Maintain deep account context, including customer workflows, configurations, integrations, and sensitivities, and apply that context to troubleshooting and communications.
• Provide real-time, hands-on technical support for senior customer stakeholders, including Knowledge Management, Innovation, and IT leaders.
• Lead clear and proactive incident communications, translating technical updates into customer-specific impact, expectations, and next steps.
• Participate in incident response workflows, including severity classification, escalation handling, and post-incident retrospectives.
• Document root causes, resolutions, and preventative actions to improve product reliability, internal knowledge coverage, and operational maturity.
• Contribute to the development and continuous improvement of escalation playbooks, runbooks, and support tooling.
• Partner closely with Customer Success Managers to enhance Harvey’s post-sale technical engagement and overall customer experience.

Skills

Enterprise support

Stakeholder management

Technical troubleshooting

Communication skills

Cross-functional teamwork

Incident management

Ambiguity navigation

Job description

Harvey seeks a Technical Account Manager to join its Customer Success team. You will be the high-touch technical resource for Enterprise accounts, delivering expert, rapid handling of complex, time-sensitive issues and collaborating with internal teams to ensure world-class client outcomes.

You'll triage and resolve urgent issues, maintain deep account context, and lead proactive incident communications while contributing to playbooks and post-sale technical engagement.