Senior Technical Account Manager, Enterprise — EMEA

Jackalope Digital LLC; Greater London; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

Harvey in the United Kingdom is scaling its customer offerings and is hiring a Technical Account Manager to join our Customer Success organization. This role serves as a high-touch, technically fluent support resource for Harvey’s most strategic customers, providing rapid handling of complex, time-critical issues.

You’ll work closely with Customer Success Managers and cross‑functional teams to deliver proactive incident management, clear communications, and superior technical guidance, building

Qualifications

• Experience supporting enterprise software products in technical support or escalation roles.
• Ability to manage high-level stakeholders internally and externally.
• Strong troubleshooting skills for complex systems with cross-team collaboration.
• Excellent written and verbal communication for senior customer stakeholders.

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 software support

Stakeholder management

Technical troubleshooting

Written and verbal communication

Job description

Harvey in the United Kingdom is scaling its customer offerings and is hiring a Technical Account Manager to join our Customer Success organization. This role serves as a high-touch, technically fluent support resource for Harvey’s most strategic customers, providing rapid handling of complex, time-critical issues.

You’ll work closely with Customer Success Managers and cross‑functional teams to deliver proactive incident management, clear communications, and superior technical guidance, building