At a Glance
- Tasks: Be the go-to tech guru for our arbitral institution clients, ensuring they get the most from our solutions.
- Company: Join Opus 2, a global leader in legal software and services with a vibrant culture.
- Benefits: Enjoy flexible working, health insurance, and a contributory pension plan.
- Other info: Work in a dynamic environment with opportunities for growth and collaboration.
- Why this job: Make a real impact by enhancing client relationships and driving customer success.
- Qualifications: 5+ years in a technical customer-facing role, ideally in SaaS.
The predicted salary is between 36000 - 60000 £ per year.
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.
What you'll be doing
- Relationship & performance management
- 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.
- Escalation management & internal liaison
- 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.
- Internal collaboration & opportunities for growth
- 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.
Requirements
What we're looking for in you
- 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.
Location / Hours
This role can be based in our London or Edinburgh office. We’re also open to remote or hybrid arrangements. 9:00 - 17:30 Monday to Friday, with flexibility to work additional hours on occasion to meet business needs.
Benefits
Working for Opus 2
Opus 2 is a global leader in legal software and services, trusted partner of the world’s leading legal teams. All our achievements are underpinned by our unique culture where our people are our most valuable asset. Working at Opus 2, you’ll receive:
- Contributory pension plan.
- Flexible working, and length of service entitlement.
- Health Insurance.
- Loyalty Share Scheme.
- Enhanced Maternity and Paternity.
- Employee Assistance Programme.
- Electric Vehicle Salary Sacrifice.
- Cycle to Work Scheme.
- Calm and Mindfulness sessions.
- A day of leave to volunteer for charity or dependent cover.
- Accessible and modern office space and regular company social events.
Technical Account Manager - Arbitral Institutions in Edinburgh employer: Opus 2
At Opus 2, we pride ourselves on being an exceptional employer, offering a vibrant work culture that values our employees as our greatest asset. With flexible working arrangements, comprehensive benefits including health insurance and a contributory pension plan, and a commitment to employee growth through continuous learning opportunities, we ensure that our team members thrive both personally and professionally. Our modern office spaces in London and Edinburgh, coupled with regular social events, create an engaging environment where collaboration and innovation flourish.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Account Manager - Arbitral Institutions in Edinburgh
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Opus 2. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Opus 2 before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Account Manager - Arbitral Institutions in Edinburgh
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Opus 2:Your cover letter is your chance to shine! Tell us why you want to work at Opus 2 specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Opus 2!
How to prepare for a job interview at Opus 2
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
