Technical Platform Advisor - London
Legora, London
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What you will do
- Own the relationship: Hold the technical health and escalation outcomes for our Strategic Accounts, serving as their primary point of escalation and continuity, and read usage and adoption signals to get ahead of risk.
- Lead in a crisis: Act as incident lead on Sev1 and Sev2 events, owning coordination, customer communication, and the path to resolution. Drive post-incident reviews as trust-building artifacts and product feedback loops, not just process checkboxes.
- Set the standard: Define and own the escalation criteria, account-health model, and cross-team interfaces the function runs on. Build mechanisms that make the team consistent and not dependent on individual heroics.
- Own the Technical Blueprint: Maintain the single source of truth for each account, including data setup, integrations, security and legal considerations, and workflow context. Carry technical context from implementation into the live relationship so nothing is lost in the handoff and the whole account team can rely on it.