Senior Platform Advisor, London (Strategic Accounts)

Legora; Greater London; On-site; Confidential; Full time

Benefits offered by this job

In-person environment

Competitive package

Job summary

Legora is seeking a senior advisor to join the advisory ladder for our most strategic accounts. You will own the technical health and escalation outcomes, act as the primary point of escalation, and safeguard client trust when matters run to fixed dates.

You will drive incident leadership, define standards across teams, and maintain a single source of truth for account context so the whole team can act with confidence and consistency.

Qualifications

• You have owned strategic, high-value B2B accounts and kept clients confident when things went wrong.
• You have led incident response or major escalations under pressure, start to finish.
• You communicate with executives as clearly as with engineers: confirmed facts, explicit trade-offs, named owners, and no speculation presented as certainty.
• You build frameworks, not workarounds, and you raise the bar for everyone around you.
• A background in legal AI, legal tech, or a regulated professional-services domain is a strong plus.

Responsibilities

• Own the relationship: Hold the technical health and escalation outcomes for our Strategic Accounts, serving as their primary point of escalation and continuity, and read usage and adoption signals to get ahead of risk.
• Lead in a crisis: Act as incident lead on Sev1 and Sev2 events, owning coordination, customer communication, and the path to resolution. Drive post-incident reviews as trust-building artifacts and product feedback loops, not just process checkboxes.
• Set the standard: Define and own the escalation criteria, account-health model, and cross-team interfaces the function runs on. Build mechanisms that make the team consistent and not dependent on individual heroics.
• Own the Technical Blueprint: Maintain the single source of truth for each account, including data setup, integrations, security and legal considerations, and workflow context. Carry technical context from implementation into the live relationship so nothing is lost in the handoff and the whole account team can rely on it.
• Drive adoption and enablement: Run technical reviews and enablement sessions that deepen product usage, unlock new value, and keep customers current on the platform.
• Partner proactively: Work with Engagement Managers (CSM function) on Quarterly Business Reviews that tie technical health to business outcomes.
• Coordinate escalations: Align the Platform Consultants and the Technical Platform Expert around a single resolution path, holding customer-facing ownership while technical root cause is driven in parallel.
• Stay close to the signal: Own the highest-stakes cases in the L2 queue for your assigned Strategic Accounts, and serve as the escalation point for Platform Consultants before an issue reaches the Technical Platform Expert, so you stay close to the ground truth of each account's technical health.

Skills

Strategic accounts

Incident leadership

Executive communication

Framework mindset

Legal AI background

Job description

Legora is seeking a senior advisor to join the advisory ladder for our most strategic accounts. You will own the technical health and escalation outcomes, act as the primary point of escalation, and safeguard client trust when matters run to fixed dates.

You will drive incident leadership, define standards across teams, and maintain a single source of truth for account context so the whole team can act with confidence and consistency.