Senior Enterprise Technical Account Manager

Harvey; United States; On-site; USD 119,000 - 161,000; Full time

Job summary

Harvey is seeking a Technical Account Manager to join our Customer Success organization. You’ll be a high-touch, technically fluent inbound support and escalation resource for Harvey’s largest customers in the Majors segment.

You’ll own complex issues, coordinate across Support, Customer Success, Engineering, Product, and Security, and deliver clear incident communications while driving long-term customer success with senior stakeholders in regulated environments.

Qualifications

• Experience supporting enterprise or highly regulated software products 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.
• Familiarity with ticketing queue systems and resolving inbound customer inquiries.
• Strong technical foundation, with the ability to troubleshoot complex systems and collaborate effectively with Engineering and Product teams.

Responsibilities

• Own and resolve inbound support tickets from Majors accounts, serving as a primary escalation point for high‑severity and technically complex issues.
• 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

High‑touch support

Escalation management

Enterprise software

Stakeholder engagement

Technical troubleshooting

Cross‑functional collaboration

Incident communications

Prioritization under pressure

Language: clear written/verbal

Tools

Ticketing systems

Enterprise software tooling

Job description

Harvey is seeking a Technical Account Manager to join our Customer Success organization. You’ll be a high-touch, technically fluent inbound support and escalation resource for Harvey’s largest customers in the Majors segment.

You’ll own complex issues, coordinate across Support, Customer Success, Engineering, Product, and Security, and deliver clear incident communications while driving long-term customer success with senior stakeholders in regulated environments.