Analyst, Customer Trust

Role Overview

Some of the world's largest companies and their law firms use Harvey’s AI capabilities to deliver world-class client services at unprecedented scale and efficiency. Harvey allows high-performing professionals to gain deep domain knowledge faster, understand the big picture, and tackle more complex challenges in less time.

Our customers depend on us to deliver a secure, trustworthy, and compliant platform. Earning the trust of our customers is a business enabler and we value it more than anything else.

In this role, you will report to the Customer Trust lead. You will drive company growth by addressing customer security inquiries, supporting our Go-To-Market (GTM) team with accurate and timely responses, and elevating our overall security posture. You will operate at the intersection of technical security, customer success, audit, and AI innovation, leveraging Harvey’s own tools to improve the speed, automation, and accuracy of our responses. This is a unique opportunity to shape the customer trust narrative, manage our Trust Center, and empower Harvey to win complex deals.

What You'll Do

• Customer & AE Partnership: Act as a technical point of contact for our Go-To-Market (GTM) team and customers regarding security questions. Provide timely, accurate, and empathetic responses to questionnaires and concerns, ensuring we answer customer questions and unblock deals while maintaining high security standards.
• AI-Powered Automation: Leverage AI and Harvey’s internal tools to continuously improve the efficiency and accuracy of our response process. Build scalable workflows to reduce manual overhead and improve response times while optimizing quality.
• Metrics & Reporting: Establish and report on key performance indicators (KPIs) for the Customer Trust function. Use data to track team impact, response velocity, quality of answers, and the influence of trust on sales outcomes.
• Sales Enablement & Thought Leadership: Manage our Trust Center, create and maintain a high-quality security and regulatory knowledge base, and help develop thought leadership supporting our GTM teams to handle complex security discussions.
• Cross-Functional Collaboration: Partner closely with Product Security, Legal, and GTM/Sales to align on security positioning, product roadmaps, and evolving customer requirements.

What You Have

• 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.
• Audit Experience: You are comfortable navigating complex compliance frameworks and communicating those controls and capabilities to customers as needed.
• Exceptional customer/client service skills. You are adept at understanding the "why" behind customer concerns and can communicate 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. You are comfortable creating dashboards and reporting on functional performance to leadership.
• Comfort with ambiguity and a high level of patience and the ability to remain calm and decisive under pressure.