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Principal Platform Advisor - London
Legora
Contract type
Ongoing
Work mode
On-site · On-site (see listing for address)
Experience
Lead / principal · Not stated
Level inferred from job title
Job description
Key details
- Own the relationship: Hold the technical health and escalation outcomes for 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
- 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
- Drive adoption and enablement: Run technical reviews and enablement sessions that deepen product usage, unlock new value, and keep customers current on the platform
- Partner proactively: Work with Engagement Managers (CSM function) on Quarterly Business Reviews that tie technical health to business outcomes
- Coordinate escalations: Align the Platform Consultants and the Technical Platform Expert around a single resolution path, holding customer-facing ownership while technical root cause is driven in parallel
- Stay close to the signal: Own the highest-stakes cases in the L2 queue for assigned Strategic Accounts, and serve as the escalation point for Platform Consultants before an issue reaches the Technical Platform Expert
- Company mission
- Information not specified
Benefits
- Global collaboration: Partner with teams and clients across regions, on work that crosses every major legal market
- Meaningful work: Your work shapes how the world's leading legal teams adopt AI day to day
- Competitive package: Comprehensive salary, benefits, and the tools to do your best work
- In-person environment: A workspace built for ambitious builders
Requirements & details
- You have owned strategic, high-value B2B accounts and kept clients confident when things went wrong
- You have led incident response or major escalations under pressure, start to finish
- You communicate with executives as clearly as with engineers: confirmed facts, explicit trade-offs, named owners, and no speculation presented as certainty
- You build frameworks, not workarounds, and you raise the bar for everyone around you
- A background in legal AI, legal tech, or a regulated professional-services domain is a strong plus
- Information not specified
- Uncategorized