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For Companies At a Glance
- Tasks: Manage technical relationships and ensure customer success for our legal tech SaaS clients.
- Company: Join a leading legal tech company with a focus on innovation and customer satisfaction.
- Benefits: Enjoy competitive salary, flexible working options, and opportunities for professional growth.
- Why this job: Be the bridge between tech and customers, making a real impact in the legal tech space.
- Qualifications: 5+ years in a technical customer-facing role, strong relationship management skills required.
- Other info: Dynamic work environment with opportunities to collaborate across teams and drive product improvements.
The predicted salary is between 36000 - 60000 ÂŁ per year.
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.
- 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.
- 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.
Technical Account Manager - Legal Tech SaaS in London employer: Novum Global
Contact Detail:
Novum Global Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Account Manager - Legal Tech SaaS in London
✨Tip Number 1
Network like a pro! Reach out to people in the legal tech space, especially those who work at companies you're interested in. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to technical account management. We recommend role-playing with a friend or using mock interview platforms to boost your confidence.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Be ready to discuss past experiences where you triaged client issues or improved customer health. Real-life examples will make you memorable!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Technical Account Manager - Legal Tech SaaS in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Technical Account Manager. Highlight your experience in technical customer-facing roles, especially in SaaS and legal tech. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for this role. Share specific examples of how you've managed relationships and driven customer success in the past. Let us know what makes you tick!
Show Off Your Technical Skills: We’re looking for someone with solid technical chops, so don’t hold back! Mention your familiarity with web technologies, APIs, and any tools like Freshdesk or Jira. The more we see your technical expertise, the better!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Novum Global
✨Know Your Tech Inside Out
As a Technical Account Manager, you'll need to demonstrate your deep understanding of the product and its technical aspects. Brush up on web technologies, APIs, and data integrations relevant to the role. Be ready to discuss how these elements can drive customer success and operational stability.
✨Showcase Your Relationship Management Skills
This role is all about building strong relationships with customers. Prepare examples of how you've successfully managed client relationships in the past. Highlight your ability to co-create account plans and KPIs, and be ready to discuss how you’ve driven adoption and flagged risks in previous roles.
✨Be Ready for Problem-Solving Scenarios
Expect to face questions that assess your analytical problem-solving skills. Think of specific instances where you've triaged and resolved client issues, especially in a SaaS environment. Show how you balance customer needs with internal capabilities while managing escalations effectively.
✨Communicate Clearly and Effectively
Excellent communication is key in this role. Practice explaining complex concepts in simple terms, as you’ll need to do this with clients and internal teams alike. Bring along examples of documentation you've created, as this will showcase your attention to detail and organisational skills.
