Harvey

Customer Success Manager

• Build and run the scaled post-sign partnership model for long tail school partners across all geographies — playbooks, templated cadences, training materials, and activation milestones
• Partner with Legal Engineers and Law School Managers to translate school feedback into program improvements and deeper embeds on key campuses.
• Own portfolio-wide reporting: track usage trends, activation status, and account health globally; surface risks and opportunities to all geo managers and to Grace
• Own product training and demo delivery across the full law school portfolio — onboarding sessions, faculty demos, librarian trainings, classroom embeds, and workspace setup.
• Maintain the law school CRM across all geographies — account notes, POC data, meeting logs, and opportunity tracking
• Lead end-of-term recap cycles, capturing Y1 learnings and aligning on Y2 activation goals with key internal stakeholders and Law School champions.

Law Schools Founding CSM

Data Scientist

• Develop and execute a strategic plan for partner pursuits, aligned with Harvey’s overall product and GTM strategy.
• Independently identify, evaluate, and establish a range of partnerships to enhance product functionality and GTM motions.
• Negotiate complex partnership agreements, ensuring mutually beneficial terms and alignment with company goals.
• Conduct quantitative analysis, create business cases, and present them to executives.
• Collaborate closely with product, finance, legal and GTM teams to oversee the successful integration of new partners.
• Build and nurture strong long-term relationships with key partners, ensuring mutual success and achievement of partnership goals and business objectives.
• Operate autonomously, being both a proactive executor and strategic thinker.

Corporate Business Development Manager, Data

Technical Program Manager

• Act as the primary technical point of contact for our Go-To-Market (GTM) team and customers regarding security questions
• Leverage AI and Harvey’s internal tools to continuously improve the efficiency and accuracy of our response process
• Establish and report on key performance indicators (KPIs) for the Customer Trust function
• Manage our Trust Center, create and maintain a high-quality security and regulatory knowledge base
• Partner closely with Product Security, Legal, and GTM/Sales to align on security positioning, product roadmaps, and evolving customer requirements

Technical Program Manager – Customer Trust

• Act as the primary technical point of contact for our Go-To-Market (GTM) team and customers regarding security questions
• Leverage AI and Harvey’s internal tools to continuously improve efficiency and accuracy of our response process
• Establish and report on key performance indicators (KPIs) for the Customer Trust function
• Manage our Trust Center and create a high-quality security and regulatory knowledge base
• Partner closely with Product Security, Legal, and GTM/Sales to align on security positioning

Operations

• Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions across a range of technical and product-related issues (including AI output quality, app access, APIs, authentication, and error logs).
• Manage multiple competing priorities while maintaining a high level of responsiveness, reliability, and accountability during assigned support shifts.
• Collaborate effectively with teammates and cross-functional partners to troubleshoot complex issues, escalate when appropriate, and contribute to a strong overall customer experience.
• Maintain deep, up-to-date knowledge of products, features, and services to provide informed, current support.
• Document customer interactions, issues, and feedback to support continuous improvement of products, processes, and support materials (e.g., FAQs and knowledge base articles).
• Own tasks independently while contributing thoughtfully to team workflows and the ongoing refinement of support processes.

Technical User Operations Specialist, APAC – Weekends (Wed-Sun)

Technical Account Manager

• Serve as a primary escalation point for Enterprise and Majors accounts, owning high-severity and technically complex support cases through resolution.
• Triage, investigate, and resolve urgent customer issues with speed and sound judgment, coordinating across Support, Customer Success, Engineering, Product, and Security teams.
• Maintain deep account context, including customer workflows, configurations, integrations, and sensitivities, and apply that context to troubleshooting and communications.
• Provide real-time, hands-on technical support for senior customer stakeholders, including Knowledge Management, Innovation, and IT leaders.
• Lead clear and proactive incident communications, translating technical updates into customer-specific impact, expectations, and next steps.
• Participate in incident response workflows, including severity classification, escalation handling, and post-incident retrospectives.
• Document root causes, resolutions, and preventative actions to improve product reliability, internal knowledge coverage, and operational maturity.
• Contribute to the development and continuous improvement of escalation playbooks, runbooks, and support tooling.
• Partner closely with Customer Success Managers to enhance Harvey’s post-sale technical engagement and overall customer experience.

Technical Account Manager – Weekend

Sales

• Recruit, mentor and lead a team of consultative, solution-based, Enterprise sales professionals.
• Build the Canadian in-house team from the ground up — this includes sourcing and closing early hires in a market where Harvey has an earlier local sales presence.
• Own long-term strategy and day-to-day operations of the team.
• Be accountable for delivering/exceeding revenue targets, forecasting accurately, and scaling the team.
• Work cross-functionally across the organization to build effective sales processes and solutions that meet the needs of Harvey's clients.
• Act as Harvey's ambassador in the Canadian in-house legal and legal-ops community — building visibility through speaking opportunities, GC/legal ops networks (e.g. ACC Canada), and industry relationships that establish Harvey as a category leader locally.
• Localize Harvey's positioning for Canadian in-house buyers, including bilingual (English/French) considerations and data residency/regulatory questions that come up in-market.
• Develop our sales playbook to enable scaling, documenting learnings that can be applied across accounts.
• Cultivate a culture of development to promote career growth of direct reports.

Sales Manager – Enterprise

Account Executive

• Develop and manage a named account list and be responsible for the full sales cycle from prospecting to contracting to onboarding, launching, and growing new users.
• Achieve and exceed revenue targets and other key sales metrics.
• Effectively work cross-functionally across the organization to shape Harvey’s solutions to meet customer needs. Collaborate closely with the engineering and product teams to stay updated on the latest AI advancements and tailor solutions to meet client goals.
• Build strong, long-term relationships with key decision-makers and stakeholders, understanding their pain points and aligning Harvey's solutions with their needs.
• Conduct product demonstrations and presentations, showcasing the power of Harvey's AI systems to prospects and clients.
• Develop our sales playbook to enable scaling, documenting learnings that can be applied across accounts.

Account Executive, Enterprise

Analyst

• Own day-to-day billing operations across Harvey’s commercial products, including generation, review, and release of invoices for usage-based and subscription customers.
• Reconcile usage, pricing, and billing data across multiple systems (e.g., metering/rating tools, CRM, ERP) to ensure completeness, accuracy, and alignment with signed commercial terms.
• Investigate and resolve billing discrepancies, credit and rebill scenarios, and exceptions in partnership with Revenue Operations, Finance, Sales, Deal Desk, and Customer Success.
• Support month-end and quarter-end close by preparing billing reconciliations, variance analyses, and supporting schedules that ensure revenue-impacting data is fully captured.
• Design, document, and maintain standard operating procedures, controls, and checklists for key billing workflows, with a focus on auditability, scalability, and risk reduction.
• Partner with systems and data teams to improve and automate quote-to-cash workflows, including data quality checks, exception reporting, and dashboarding for billing KPIs.

Senior Order to Cash Analyst

• Review, validate, and process customer orders to ensure accuracy, compliance with pricing and contracting policies, and readiness for booking and billing
• Support Sales reps with Salesforce (SFDC) opportunity management, quoting workflows, and deal hygiene
• Manage and triage a Deal Operations ticketing queue, ensuring timely responses and clear communication with stakeholders
• Act as a frontline support resource for SFDC and CPQ-related questions from Sales
• Assist with CRM and CPQ enhancements, including:
• - gathering and drafting business requirements
• - supporting user acceptance testing (UAT) and QA
• - helping roll out new workflows, fields, or guardrails
• Contribute to sales and deal desk enablement, including documentation, process guides, and training support
• Identify recurring issues or inefficiencies in quote-to-cash processes and surface recommendations for improvement

Deal Operations Analyst

Manager

• Lead outreach, relationship development, and onboarding for UK and EMEA law schools — from flagship institutions to smaller schools.
• Serve as the primary point of contact for every school in your portfolio — owning relationships with faculty, library staff, student organizations, and administrators across each partner institution.
• Run all product training, demos, workspace setup, and activation events for your portfolio — including semester-start all-hands pushes, large-group faculty workshops, and 1:1 curriculum advisory sessions. Draw on the global Content Specialist and CS Lead for materials and operational support.
• Launch and own the UK/EMEA student ambassador and faculty champion networks, adapting the US model for UK and European legal education norms.
• Advise faculty and curriculum committees on how to integrate Harvey into courses, clinics, and legal writing programs — doing the hands-on work that makes academic embeds real.
• Build the playbook for each new market; execute the September 2026 international launch across Paris, Berlin, Singapore, and the Nordics.
• Partner with Harvey's UK commercial team, legal engineering, and marketing on in-market events, firm-to-school pipeline, and co-activation opportunities.

Law School Manager, International

• Create a great employee experience through hands-on IT support for employees in our New York City office.
• Support onboarding and offboarding processes to ensure new hires are productive from day one and departures are handled cleanly and securely.
• Provide white-glove IT support to employees across all levels, triaging requests via Slack, ticketing systems, and in-person interactions with a focus on speed and empathy.
• Administer and optimize core SaaS platforms including Google Workspace, Okta, Slack, Zoom, and MDM solutions (Jamf/InTune) to ensure secure and reliable access.
• Assist with meeting room tech and corporate events to ensure smooth hybrid meetings and high-quality A/V experiences.
• Troubleshoot employee problems with applications, laptops, access, peripherals, printers, video conferencing, and networking issues.
• Maintain IT asset inventory and coordinate hardware repairs, upgrades, and procurement.
• Identify and resolve systemic issues through root cause analysis, escalating patterns to improve reliability across the technology stack.
• Collaborate with the IT team on automation, documentation, and process improvements.

IT Operations Analyst

Recruitment

• Own end-to-end interview coordination for assigned roles, including scheduling across time zones, managing last-minute changes, and ensuring candidates and interviewers have clear, accurate information.
• Act as day-of “air traffic control” for onsites and virtual loops — monitoring schedules in real time, troubleshooting issues (no-shows, tech problems, late changes), and keeping recruiters and hiring managers informed.
• Prepare and distribute interview materials, agendas, and debrief logistics so interviewers are set up to run high-quality, consistent conversations.
• Execute recruiting processes in Ashby and Workday with a high bar for data accuracy — creating and updating requisitions, moving candidates through stages, triggering approvals, and closing out hires and rejections on time.
• Maintain clean, audit-ready data in Ashby and Workday by enforcing required fields, QA-ing entries, and resolving discrepancies in partnership with Recruiting and People Operations.
• Run recurring operational workflows (e.g., offer approvals, background check initiation, onboarding handoff tasks) to ensure every hire flows smoothly from candidate to employee.

Recruiting Coordination and Operations Specialist

• Integrate Harvey into customer workflows, guide administrators with data-backed best practices, ensure optimal use of our AI solutions.
• Champion the power of Harvey as you meet with end users and position Harvey as essential to strategic legal work.
• Navigate complex organizations as the primary contact, foster champions, engage executive buyers, and build loyal Harvey advocates.
• Align with customers on adoption rates, measurable value, and positive AI experiences to ensure customer value realization and ROI.
• Collaborate with Account Executives to maintain customer renewal readiness and leverage customer needs to drive expansions.
• Represent customer needs internally and relay insights back to Product and Engineering, continuously improving the Harvey platform

Law Schools Founding CSM

Law Schools Founding CSM

Corporate Business Development Manager, Data

Technical Program Manager – Customer Trust

Technical Program Manager – Customer Trust

Technical User Operations Specialist, APAC – Weekends (Wed-Sun)

Technical Account Manager – Weekend

Sales Manager – Enterprise

Account Executive, Enterprise

Senior Order to Cash Analyst

Deal Operations Analyst

Law School Manager, International

IT Operations Analyst

Recruiting Coordination and Operations Specialist

Customer Success Manager – Enterprise