Technical Account Manager - Arbitral Institutions

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.