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.