Technical Account Manager, Opus 2
Arbitral Institutions
Salary not provided
+ Loyalty Share Scheme
Power BI
JIRA
Freshdesk
Confluence
Senior and Expert level
Edinburgh
London
More information about location
Modernising legal dispute practices
Be an early applicant
Modernising legal dispute practices
201-500 employees
B2BData storageLegalCommunication
Be an early applicant
Salary not provided
+ Loyalty Share Scheme
Power BI
JIRA
Freshdesk
Confluence
Senior and Expert level
Edinburgh
London
More information about location
201-500 employees
B2BData storageLegalCommunication
Company mission
To help build future legal practices by making them more agile, connected and learning organisations.
Role
Who you are
- 5+ years of proven experience working in a technical customer-facing role in a SaaS company (legal tech ideal, but not a pre-requisite)
- Demonstrable ability to manage relationships and interpersonal dynamics effectively, underpinned by strong technical and service delivery expertise and a consultative approach
- Solid understanding of web technologies, APIs, data integrations, and common enterprise software ecosystems
- Comfortable with configuration and platform administration, leveraging your technical skillset to optimise outcomes
- Technical acumen with the ability to understand complex SaaS architecture and system dependencies
- Problem-solving, analytical mindset
- Commercial awareness with an understanding of how technical enablement supports customer retention and growth
- Excellent communication skills, including the ability to explain technical concepts to non-technical stakeholders and draft documentation
- Well-developed organisational and planning skills, impeccable attention to detail and ability to learn quickly, deliver high-quality results and coordinate work across multiple teams
- Agile and self-motivated, capable of working under pressure in a fast-paced environment, managing multiple workstreams simultaneously and prioritising effectively
- Strong team player, not afraid to roll up your sleeves to drive the execution of tasks, but also able to work well independently and autonomously
- Proficiency in widely used service desk, engineering, and business intelligence tools such as Freshdesk, Jira, Confluence, Pendo, and Power BI
- Willingness to travel as needed
What the job involves
- The Technical Account Manager for Arbitral Institutions is the technical relationship partner for our arbitral institution clients providing expert guidance, proactive support and technical insight to help them realise maximum value from our solution and ensure long-term retention and customer satisfaction
- You will be reporting directly to the Head of Arbitral Institutions and will be responsible for bridging the gap between technical delivery and customer success
- You will play a critical, hands-on role in ensuring the provision of exceptional customer service whilst maintaining operational stability, working closely with the Head of Arbitral Institutions to support the customer’s goals and our business priorities
- Act as the primary technical point of contact for our arbitral institution customers with deep product knowledge
- Support the Head of Arbitral Institutions to develop and maintain a strategic plan for each account establishing KPIs that meet customer objectives and advance our organisational goals
- Prepare for and participate in recurring business review meetings with the Head of Arbitral Institutions to monitor usage and share best practices to maximize engagement and adoption
- Track KPIs and customer health using agreed metrics and proactively flag technical risks or opportunities
- Develop and maintain strong relationships with key client stakeholders, acting as a trusted hands-on advisor and technical partner to ensure ongoing satisfaction, value realisation and retention
- Lead post-incident reviews alongside the support team and provide recommendations for prevention
- Identify opportunities for better utilisation of the solution
- Answer and triage client queries / issues / feedback coordinating cross-functional input as required ensuring prompt action by the appropriate team, whilst maintaining an active role in resolving challenges proactively
- Liaise with the Head of Arbitral Institutions to manage internal escalations and address issues that may impact client relationships
- Engage the Implementation team and other technical specialists to scope and implement configuration. changes or solution requirements, taking a hands-on approach where you have the product expertise to action
- Serve as the escalation point for unresolved support tickets, balancing customer needs with platform best practice/capability, delivery capacity and the roadmap
- Receive and evaluate product enhancement requests and raise same with the Product team, serving as the bridge articulating the customer’s needs whilst aligning with internal business goals
- Participate in meetings with the Development team when required
- Track and document recurring requests and feed into continuous improvement of both product and service delivery to help reduce high-volume support tickets / change requests and improve overall efficiency and client experience
- Oversee BAU project delivery for existing clients, driving cross-functional collaboration and assisting with the drafting of related assets
- Coordinate effectively with the Implementation team to support a smooth and controlled transition to BAU operations
- Partner closely with the Head of Arbitral Institutions in relation to expansion and upsell opportunities
- Act as a product strategy partner and subject matter expert, collaborating effectively with key internal stakeholders including Product and Sales to ideate, define, and document enhancements that drive continuous improvement translating business needs into clear, product-ready requirements
- 9:00 - 17:30 Monday to Friday, with flexibility to work additional hours on occasion to meet business needs
Our take
Documentation, clients and teams are all multifarious in legal proceedings, and therefore provide unique logistical problems. Opus 2 aims to meet the needs of the modern courtroom by providing digital solutions in an age of remote hearings.
The company provides e-bundles that seek to solve these problems. Whilst courtrooms may use existing video software to conduct hearings, Opus 2 integrates this software with other elements (such as data storage and documentation) in order to streamline the process and ultimately save time for everyone. The company offers virtual workspaces on a secure cloud platform, streamlining legal work for both lawyers and clients.
Opus 2 continually invests in developing its software in the UK and internationally and facilitates this by hiring new talent. A recent partnership with SeeUnity is set to help achieve this.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
13% employee growth in 12 months
Company
Company benefits
- Accessible and modern office spaces fully kitted out with Table Tennis and regular company social events
- Contributory pension plan
- 26 days annual holidays, flexible working, and length of service entitlement
- Enhanced Maternity and Paternity
- Employee Assistance Programme
- Season ticket loan
- Cycle to Work Scheme
- Calm and Mindfulness sessions
- Perkbox scheme
- A day of leave to volunteer for charity and an active CSR team raising money towards a company charity
Company HQ
Holborn, London, UK
Leadership
Graham Smith-Bernal
(CEO)Founded LiveNote, the world's most widely used litigation support tool, before starting Opus 2 in 2008.
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