legora - Principal Platform Advisor - London

• Own the relationship: Hold the technical health and escalation outcomes for our 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, not just process checkboxes. • 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 so nothing is lost in the handoff and the whole account team can rely on it. • 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 your assigned Strategic Accounts, and serve as the escalation point for Platform Consultants before an issue reaches the Technical Platform Expert, so you stay close to the ground truth of each account's technical health.