Strategic Technical Account Manager (Incidents & Adoption)

Legora; Sydney Township (ND); On-site; USD 140,000 - 200,000; Full time

Benefits offered by this job

Competitive salary and benefits

In-person work environment

Job summary

Legora seeks a senior advisory leader to own strategic client relationships, lead incident responses, and define cross‑team playbooks. You will maintain technical context, guide escalation paths, and drive high‑value outcomes for the world’s top legal teams adopting AI in a fast‑paced environment.

You will partner with client teams and internal stakeholders to ensure alignment, manage crises, and deliver predictable, trusted outcomes.

Qualifications

• Owned strategic, high-value B2B accounts and kept clients confident during incidents.
• Led incident response or major escalations end-to-end.
• Communicated with executives and engineers with clear facts and defined owners.
• Built robust frameworks rather than quick fixes to raise overall standards.
• Background in legal AI, legal tech, or regulated professional services is a strong plus.

Responsibilities

• Own the relationship for Strategic Accounts, ensuring technical health and escalation outcomes.
• Act as incident lead on Sev1/Sev2 events, coordinate, communicate with customers, and drive resolution.
• Define escalation criteria, account-health model, and cross-team interfaces for consistent execution.
• Maintain the single source of truth for each account, including data setup, integrations, and security considerations.
• Run technical reviews and enablement sessions to deepen platform usage and value.
• Partner with Engagement Managers on Quarterly Business Reviews tying health to outcomes.
• Coordinate escalations with Platform Consultants and Technical Platform Expert.
• Stay close to the ground truth of each account's technical health by leading L2 escalations.

Skills

Strategic account management

Incident management

Executive communication

Frameworks over workarounds

Legal AI / regulated domains

Job description

Legora seeks a senior advisory leader to own strategic client relationships, lead incident responses, and define cross‑team playbooks. You will maintain technical context, guide escalation paths, and drive high‑value outcomes for the world’s top legal teams adopting AI in a fast‑paced environment.

You will partner with client teams and internal stakeholders to ensure alignment, manage crises, and deliver predictable, trusted outcomes.