Key Responsibilities

• Technical Account Managers work closely with Implementation, Development and central teams delivering the technical aspects of the service, and are responsible for:
• Owning the client relationship and shaping their perception of ION Markets’ service, including the delivery of upgrades, maintenance, new services, migrations, change requests and day to day operations
• Maintaining a solid understanding of the customer’s business, including their ION Markets business flows, markets and data setup, and using this knowledge to advise customers to help them maximise the benefit from ION Markets’ services
• Relationship management with the customer’s business, including head traders, technology, support operations and compliance
• Acting as an escalation point for production issues, ensuring services are delivered to the customer in line with the contract, service definition and where applicable SLAs
• Analysis and documentation of customer requirements, and where enhancements are raised track through Product Management team(s) to deployment and resolution
• Work alongside Technical Programme Managers to present deployment plans and take responsibility for technical delivery activities
• Management & communication of critical production incidents in support of the support team where required
• Delivering regular service reviews with the customers in line with our standards. Work with teams to rectify failures against the SLA should they occur.
• Managing multiple customers and deliveries concurrently, aligned with ION Markets’ teams to ensure smooth delivery and drive priorities. Manage the scope of work, taking ownership for the delivery, dependencies and following up on commitments.

Required Skills, Experience and Qualifications

• Excellent communication skills and a constructive, consultative approach. You’ll be comfortable communicating to both internal and external stakeholders at multiple levels
• Exceptional interpersonal skills, with the ability to develop and maintain collaborative relationships with customers across multiple disciplines
• An inquisitive mind, adaptable to clients’ needs, and able to articulate them clearly back to internal teams
• Business knowledge in equities, derivatives, FX or Fixed income trading with first-hand experience at either financial institutes or technology companies working within the financial markets
• Experience delivering financial software services to customers with a consistently high rate of customer satisfaction
• The ability to confidently explain technical concepts to non-technical staff
• Experience in managing business critical production services for customers, alongside the ability to manage and communicate a delivery plan that effectively balances ION’s and the customer’s objectives
• Experience of successfully working with challenging customers and with complex business scenarios, demonstrating your own contribution to improving customer perception of the service and customer satisfaction
• The ability to remain calm under pressure, showing a flexible approach and an ability to confidently identify and communicate a resolution
• A commercial understanding, with the ability to identify requests that are outside a service, as well as ensuring chargeable work is accurately measured and managed.
• A desire to own the client relationship, escalating where appropriate whilst still retaining responsibility for resolving issues. A results-oriented approach to service provision.
• A positive approach to change; can identify improvements to advance the customer delivery service