Analyst, Customer Trust
Remote • London • FullTime
Posted 8d ago
Remote Work Policy
Fully remote
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Harvey is transforming legal and professional services by combining agentic AI, an enterprise-grade platform, and deep domain expertise. We are a fast-scaling company with strong product-market fit, seeking individuals who are ambitious, take ownership, and are deeply committed to our mission. This role is an opportunity to shape the customer trust narrative and empower Harvey to win complex deals by operating at the intersection of technical security, customer success, audit, and AI innovation. You will drive company growth by addressing customer security inquiries, supporting our Go-To-Market (GTM) team, and elevating our overall security posture, leveraging Harvey's own tools to improve response speed, automation, and accuracy.
Responsibilities
- Act as a technical point of contact for the GTM team and customers regarding security questions, providing timely, accurate, and empathetic responses to unblock deals while maintaining high security standards.
- Leverage AI and internal tools to improve the efficiency and accuracy of the response process, building scalable workflows to reduce manual overhead and optimize quality.
- Establish and report on key performance indicators (KPIs) for the Customer Trust function, tracking team impact, response velocity, quality of answers, and the influence of trust on sales outcomes.
- Manage the Trust Center, create and maintain a high-quality security and regulatory knowledge base, and help develop thought leadership to support GTM teams in complex security discussions.
- Partner closely with Product Security, Legal, and GTM/Sales to align on security positioning, product roadmaps, and evolving customer requirements.
Requirements
- 3+ years of experience in Information Security, Customer Trust, Technical Program Management, or Security Consulting, with a proven track record of supporting and improving compliance programs.
- Comfort navigating complex compliance frameworks and communicating those controls and capabilities to customers.
- Exceptional customer/client service skills, adept at understanding customer concerns and communicating complex technical and regulatory topics to non-technical stakeholders.
- 1-2+ years of experience leveraging AI models or automation to drive program efficiencies (e.g., automating knowledge base management or response drafting).
- Strong analytical skills with a focus on metrics, comfortable creating dashboards and reporting on functional performance to leadership.
- Comfort with ambiguity, a high level of patience, and the ability to remain calm and decisive under pressure.