GTM Systems Administrator, EMEA

Company Overview

Harvey is revolutionizing the legal and professional services industry by combining cutting-edge agentic AI, a robust enterprise platform, and extensive domain expertise. We're at a pivotal moment with strong product-market alignment and exceptional investor backing, scaling rapidly to establish a new market category. Our team is driven, fast-moving, and dedicated to excellence, following core values of Decisiveness, Simplicity, and continuous improvement.

Role Overview

As a GTM Systems Administrator within Harvey's GTM Systems team, you will manage and enhance systems that underpin pipeline development and customer experience. Your work will span the entire GTM lifecycle—from lead sourcing and enrichment to customer support using Zendesk and Customer Success platforms. This role emphasizes an AI-first approach, leveraging AI tools and agents to automate and maintain systems traditionally requiring engineering or manual admin efforts. Reporting to the Head of GTM Systems, you will collaborate across Sales, Marketing, Support, and Customer Success to craft scalable, dependable systems that impact revenue growth and retention.

Key Responsibilities

• Engage in diverse projects focusing on GTM Systems, alternating between top-of-funnel growth initiatives and customer support tooling based on business priorities.
• Develop and enhance top-of-funnel processes like lead sourcing, enrichment, scoring, and routing, utilizing tools such as Clay and data providers including ZoomInfo, Cognism, Apollo, and Clearbit to boost pipeline quality.
• Configure and optimize Zendesk as the main support platform, setting up ticket routing, automations, triggers, macros, SLA policies, and agent workspace features, while supporting adjacent Customer Success tools like Catalyst.
• Participate in Salesforce configuration across stages such as lead routing, scoring, lifecycle management, and automation using Flows, validation rules, and custom objects, ensuring seamless data flow among Salesforce, marketing automation, support, and enrichment platforms.
• Apply AI-centric methods to build and maintain AI agents, automation workflows (including AI triage, copilots, and LLM-powered data verification), reducing manual administrative workload and enhancing system capabilities without engineering involvement.
• Integrate GTM and Customer Success tools with Harvey’s broader ecosystem—including CRM, product data, internal tools, and communication platforms—to maintain unified customer insights and develop dashboards for monitoring pipeline conversion, support metrics, and customer health.
• Ensure top-tier data quality and compliance through deduplication, normalization, enrichment governance, and consent management, documenting system architectures, workflows, and procedures for scalable operations.

Required Qualifications

• Between 4 to 8 years of experience in roles related to GTM Systems, Revenue Operations, Growth Operations, or Support Operations.
• Advanced knowledge of Salesforce including data modeling, Flows, lead routing, account hierarchies, and reporting, complemented by hands-on Zendesk administration skills (routing, automations, triggers, SLA enforcement), or strong expertise in one with capacity to quickly learn the other.
• Practical experience with Clay and at least one major data enrichment provider such as ZoomInfo, Cognism, Apollo, or Clearbit, alongside familiarity with marketing automation platforms like Marketo or HubSpot.
• Proven fluency in leveraging AI technologies (e.g., Claude, ChatGPT, Clay AI, Zendesk AI) to build workflows, automate tasks, draft configurations, and troubleshoot, with tangible deliverables showcasing this expertise.
• Strong systems thinking abilities to design and diagnose comprehensive data flows across tools addressing both reactive customer support and proactive GTM strategies.
• Collaborative and organized team orientation, comfortable working in pods across Sales, Marketing, Support, Customer Success, and Operations, with an emphasis on thorough documentation for sustainable system management.

Preferred Skills

• Experience using Customer Success platforms such as Gainsight or Catalyst, or Zendesk certification(s).
• Skills in building integrations using APIs, webhooks, or iPaaS platforms like Workato, Zapier, or MuleSoft; experience integrating GTM systems with data warehouses like Snowflake or BigQuery.
• Exposure to building or deploying production AI agents (for prospecting, AI ticket triage, health score automation, etc.).
• Working knowledge of SQL and scripting languages such as Python or JavaScript for data management workflows.
• Background in fast-paced or early-stage companies designing systems from the ground up.

Diversity and Inclusion

Harvey is an equal opportunity employer committed to diversity across race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, and other legally protected categories. We provide reasonable accommodations for applicants with disabilities upon request.

Additional Information

If applicable based on location, an Applicant Privacy Notice will be provided. For accommodation requests, contact accommodations@harvey.ai.