Technical Account Manager

Opus 2; City of Westminster; Hybrid; GBP 45,000 - 70,000; Full time

Job summary

A global leader in legal software is seeking a Technical Account Manager for Arbitral Institutions to enhance customer satisfaction and retention. You will act as the main technical contact, develop strategic account plans, and ensure optimal use of solutions. Candidates should have over 5 years of experience in technical customer-facing roles, strong communication skills, and proficiency in tools like Jira and Power BI. This position offers flexibility for remote or hybrid work arrangements.

Benefits

Contributory pension plan

Flexible working

Health Insurance

Loyalty Share Scheme

Enhanced Maternity and Paternity

Employee Assistance Programme

Electric Vehicle Salary Sacrifice

Cycle to Work Scheme

Mindfulness sessions

Volunteering leave

Qualifications

• 5+ years of experience in a technical customer-facing role.
• Strong technical and service delivery expertise.
• Understanding of web technologies and APIs.
• Excellent communication with non-technical stakeholders.
• Proficiency in service desk and business intelligence tools.

Responsibilities

• Act as the primary technical point of contact for clients.
• Develop and maintain strategic account plans.
• Track customer health and flag technical risks.
• Lead post-incident reviews and provide recommendations.
• Manage internal escalations for client issues.

Skills

Technical customer engagement

Relationship management

Problem-solving

Analytical mindset

Communication skills

Tools

Freshdesk

Jira

Confluence

Pendo

Power BI

Job description

Overview

The Technical Account Manager for Arbitral Institutions is the technical relationship partner for our arbitral institution clients, providing expert guidance, proactive support and technical insight to help them realise maximum value from our solution and ensure long-term retention and customer satisfaction. You will report directly to the Head of Arbitral Institutions and bridge the gap between technical delivery and customer success, playing a critical hands-on role in delivering exceptional customer service while maintaining operational stability.

Responsibilities

• Act as the primary technical point of contact for arbitral institution customers with deep product knowledge.
• Support the Head of Arbitral Institutions to develop and maintain a strategic plan for each account, establishing KPIs that meet customer objectives and advance organisational goals.
• Prepare for and participate in recurring business review meetings to monitor usage and share best practices to maximise engagement and adoption.
• Track KPIs and customer health using agreed metrics and proactively flag technical risks or opportunities.
• Develop and maintain strong relationships with key client stakeholders, acting as a trusted hands-on advisor and technical partner to ensure ongoing satisfaction, value realisation and retention.
• Lead post-incident reviews with the support team and provide recommendations for prevention.
• Identify opportunities for better utilisation of the solution.
• Answer and triage client queries, issues and feedback, coordinating cross-functional input as required and ensuring prompt action by the appropriate team while maintaining an active role in resolving challenges proactively.
• Liaise with the Head of Arbitral Institutions to manage internal escalations and address issues that may impact client relationships.
• Engage the Implementation team and other technical specialists to scope and implement configuration changes or solution requirements, taking a hands-on approach where you have the product expertise to action.
• Serve as the escalation point for unresolved support tickets, balancing customer needs with platform best practice, delivery capacity and roadmap.
• Receive and evaluate product enhancement requests and raise them with the Product team, articulating customer needs while aligning with internal business goals.
• Participate in meetings with the Development team when required.
• Track and document recurring requests and feed into continuous improvement of product and service delivery to reduce high-volume support tickets and improve client experience.
• Oversee BAU project delivery for existing clients, driving cross-functional collaboration and assisting with the drafting of related assets.
• Coordinate effectively with the Implementation team to support a smooth and controlled transition to BAU operations.
• Partner closely with the Head of Arbitral Institutions on expansion and upsell opportunities.
• Act as a product strategy partner and subject matter expert, collaborating with internal stakeholders including Product and Sales to ideate, define, and document enhancements that drive continuous improvement and translate business needs into clear, product-ready requirements.

What we’re looking for in you

• 5+ years of proven experience in a technical customer-facing role in a SaaS company (legal tech ideal, but not a prerequisite).
• Demonstrable ability to manage relationships and interpersonal dynamics effectively, underpinned by strong technical and service delivery expertise and a consultative approach.
• Solid understanding of web technologies, APIs, data integrations, and common enterprise software ecosystems.
• Comfortable with configuration and platform administration, leveraging technical skills to optimise outcomes.
• Technical acumen with the ability to understand complex SaaS architecture and system dependencies.
• Problem-solving, analytical mindset.
• Commercial awareness with an understanding of how technical enablement supports customer retention and growth.
• Excellent communication skills, including the ability to explain technical concepts to non-technical stakeholders and draft documentation.
• Well-developed organisational and planning skills, impeccable attention to detail and ability to learn quickly, deliver high-quality results and coordinate work across multiple teams.
• Agile and self-motivated, capable of working under pressure in a fast-paced environment, managing multiple workstreams simultaneously and prioritising effectively.
• Strong team player, but able to work independently and autonomously.
• Proficiency in widely used service desk, engineering, and business intelligence tools such as Freshdesk, Jira, Confluence, Pendo, and Power BI.
• Willingness to travel as needed.

Location / Hours

• This role can be based in our London or Edinburgh office. We’re also open to remote or hybrid arrangements.
• 9:00 – 17:30 Monday to Friday, with flexibility to work additional hours on occasion to meet business needs.

Benefits

Opus 2 is a global leader in legal software and services, trusted partner of the world’s leading legal teams. All our achievements are underpinned by our unique culture where our people are our most valuable asset. Working at Opus 2, you’ll receive:

• Contributory pension plan.
• Flexible working, and length of service entitlement.
• Health Insurance.
• Loyalty Share Scheme.
• Enhanced Maternity and Paternity.
• Employee Assistance Programme.
• Electric Vehicle Salary Sacrifice.
• Cycle to Work Scheme.
• Calm and Mindfulness sessions.
• A day of leave to volunteer for charity or dependent cover.
• Accessible and modern office space and regular company social events.