About the job
Join Harvey's Mission
At Harvey, we are revolutionizing the operational landscape of legal and professional services by implementing innovative agentic AI, robust platforms, and unparalleled domain expertise. Our approach is not just an enhancement; it’s a complete transformation that promises to redefine knowledge work for generations.
This is a unique opportunity to contribute to a company poised for significant growth. With over 1,000 customers spanning more than 60 countries, a strong product-market fit, and backing from top-tier investors, we are rapidly scaling and crafting a new market category. Our ambitious goals set a high bar, and the potential for personal, professional, and financial growth is extraordinary.
Our team comprises sharp, driven individuals who are deeply committed to our mission. We prioritize speed, intensity, and ownership in tackling challenges—from conceptualization to long-term impact. Collaborating closely with our customers—from executives to engineers—we address real issues with urgency and care. If you excel in uncertain environments, strive for excellence, and wish to shape the future of work with like-minded individuals, we encourage you to join us.
At Harvey, we are scripting the future of professional services today—and we are just getting started.
Role Overview
As we expand our customer offerings for key clients, we are looking for a Technical Account Manager to enhance our Customer Success division. This role acts as a vital support resource for our most strategic customers, ensuring swift and expert resolution of complex, time-sensitive issues.
The Technical Account Manager will fortify Harvey’s post-sale engagement by collaborating closely with Customer Success Managers and internal teams to deliver outstanding technical support, proactive incident management, and clear, credible communication with customers. This position is ideal for individuals who thrive in high-pressure situations, excel in complex problem-solving, and take pride in providing a premier customer experience.
What You'll Do
- Act as the primary escalation point for Enterprise and Major accounts, managing high-severity and technically intricate support cases until resolution.
- Triage, investigate, and resolve urgent customer issues promptly and judiciously, coordinating efforts across Support, Customer Success, Engineering, Product, and Security teams.
- Maintain an in-depth understanding of customer accounts, including workflows, configurations, integrations, and sensitivities, applying this context to troubleshooting and communication efforts.