技术客户经理，欧洲、中东和非洲
Technical Account Manager, EMEA
为什么选择Harvey
在Harvey，我们正在改变法律和专业服务的运作方式。通过结合前沿的代理AI、企业级平台和深厚的行业专业知识，我们正在重塑未来数十年的关键知识工作方式。
这是一个难得的机会，帮助打造一家具有代际影响力的公司，在真正的转折点上共同成长。我们拥有强大的产品市场匹配度和世界级的投资支持。我们正在快速扩展，并实时定义一个全新的品类。这项工作充满雄心，标准很高，个人、职业和财务上的成长机会无与伦比。
我们的团队行动迅速，有主人翁意识，对使命充满热情——以高强度工作，贴近客户，不断追求卓越。我们秉持三个价值观：果断、简洁、工作未完成。我们基于清晰的判断快速行动，而非等待完美信息；我们相信简洁才是可扩展的；我们从不满足于现状。如果你希望与志同道合、同样充满激情的人一起，做出职业生涯中最出色的工作，我们期待与你携手共进。
在Harvey，专业服务的未来正在今天被书写——而我们才刚刚开始。
职位概述
随着Harvey持续扩展对战略客户的客户支持，我们正在招聘一名技术客户经理加入我们的客户成功团队。该职位为Harvey最重要的战略客户提供高接触度、技术熟练的支持资源，负责快速、专业的处理复杂、时间紧迫和敏感的问题。
技术客户经理通过与客户成功经理和内部团队紧密合作，强化Harvey的售后存在感，提供卓越的技术支持、主动的事件管理和清晰可信的客户沟通。该职位适合在高压环境中表现出色、享受深度问题解决并以提供世界级客户体验为荣的人选。
你将负责
- 作为企业级和大型客户的主要升级联系人，负责处理高严重性和技术复杂的支持案例直至解决。
- 快速且基于良好判断地进行问题分类、调查和解决，协调支持、客户成功、工程、产品和安全团队。
- 深入了解客户账户情况，包括客户的工作流程、配置、集成和敏感性，并应用这些知识来提供有效的解决方案。
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WHY HARVEY
At Harvey, we’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come.
This is a rare chance to help build a generational company at a true inflection point. We have strong product-market fit and world-class investor support. We’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched.
Our team moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you.
At Harvey, the future of professional services is being written today — and we’re just getting started.
ROLE OVERVIEW
As Harvey continues to scale its customer offerings for strategic customers, we are hiring a Technical Account Manager to join our Customer Success organization. This role serves as a high-touch, technically fluent support resource for Harvey’s most strategic customers, providing rapid, expert handling of complex, time-critical, and sensitive issues.
The Technical Account Manager strengthens Harvey’s post-sale presence by partnering closely with Customer Success Managers and internal teams to deliver exceptional technical support, proactive incident management, and clear, credible customer communications. This role is ideal for someone who thrives in high-stakes environments, enjoys deep problem-solving, and takes pride in delivering a world-class customer experience.
WHAT YOU'LL DO
- Serve as a primary escalation point for Enterprise and Majors accounts, owning high-severity and technically complex support cases through resolution.
- 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.
WHAT YOU HAVE
- 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
- Strong technical foundation, with the ability to troubleshoot complex systems and collaborate effectively with Engineering and Product teams. Ability to bridge technical and non-technical communication by translating complex back-end and front-end concepts into clear, accessible language for customers
- Deep customer obsession and ownership mindset - end-to-end accountability for customer outcomes and going beyond issue resolution to actively champion the customer's long-term success with the product.
- Exceptional judgment under pressure, with comfort operating in high-severity, time-sensitive, and confidential situations.
- Clear, polished written and verbal communication skills, with experience engaging senior customer stakeholders.
- Demonstrated ability to manage multiple urgent issues simultaneously while maintaining accuracy, composure, and customer trust.
- Highly collaborative mindset and strong partnership orientation with Customer Success and cross-functional teams.
- Comfort operating in ambiguity and contributing to process-building in a fast-scaling environment.
NICE TO HAVE
- Experience supporting AI-powered, data-intensive, or security- and compliance-sensitive products.
- Familiarity with incident management frameworks, on-call models, or escalation playbooks.
- Prior experience working with law firms or professional services organizations.
DEPENDING ON YOUR LOCATION, AN APPLICANT PRIVACY NOTICE MAY APPLY TO YOU. YOU CAN FIND ALL OF OUR APPLICANT PRIVACY NOTICES [HERE https://www.notion.so/harveyai/Harvey-Candidate-Privacy-Policies-319ac3fcdd7a803bb807d5094f249922].
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Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.
We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing accommodations@harvey.ai