Location: London or Edinburgh (UK). Remote/hybrid options available.
Employment type: Full-time Hours: 09:00-17:30, Mon-Fri (occasional flexibility)
About the role
We're looking for a hands on Technical Account Manager to be the technical relationship partner for our arbitral institution customers. You'll bridge the gap between technical delivery and customer success-owning customer health, driving adoption, and ensuring operational stability. You'll report to the Head of Arbitral Institutions and collaborate closely with Support, Implementation, Product, and Development.
What you'll do Relationship & performance management
- Act as the primary technical point of contact with deep product expertise.
- Co create account plans and KPIs with the Head of Arbitral Institutions.
- Run recurring business reviews: usage insights, best practices, adoption plays.
- Track customer health and platform KPIs, proactively flagging risks/opportunities.
- Lead post incident reviews with Support and drive preventative actions.
- Identify expansion and better utilisation opportunities.
Escalation management & delivery
- Triage and resolve client issues, coordinating cross functional input as needed.
- Manage internal escalations, balancing customer needs with roadmap and capacity.
- Scope and implement configuration changes; take a hands on approach when feasible.
- Serve as the escalation point for unresolved tickets.
- Translate enhancement requests into clear, product ready requirements.
- Document recurring requests and feed into continuous improvement of product and service.
- Oversee BAU project delivery for existing clients and help draft related assets.
Internal collaboration & growth
- Ensure a smooth transition from Implementation to BAU.
- Partner on upsell/expansion opportunities.
- Act as a subject matter expert with Product and Sales to ideate and refine enhancements.
What you'll bring
- 5+ years in a technical, customer facing role at a SaaS company (legal tech a plus).
- Proven relationship management skills backed by strong technical/service delivery chops.
- Solid understanding of web technologies, APIs, data integrations, and enterprise ecosystems.
- Comfortable with configuration and platform administration.
- Ability to grasp SaaS architecture and system dependencies; analytical problem solver.
- Commercial awareness of how technical enablement drives retention and growth.
- Excellent communication-explain complex concepts clearly; strong documentation skills.
- Organised, detail driven, able to prioritise across multiple workstreams in a fast pace.
- Team player who's happy to roll up sleeves and operate autonomously when needed.
- Proficiency with Freshdesk, Jira, Confluence, Pendo, Power BI (or similar).
- Willingness to travel as needed.
Nice to have
- Experience with arbitral institutions, courts, legal services, or justice sector tech.
- Familiarity with data privacy regimes (UK GDPR) and change/release processes (ITIL/SDLC).
- Working knowledge of SQL, Postman, or BI dashboards.
Location & hours
- Base: London or Edinburgh office; remote/hybrid welcome (UK based).
Standard hours 09:00-17:30 (Mon-Fri); occasional extended hours to meet business needs. Right to work
- Applicants must have the right to work in the UK at time of application.