Technical Account Manager

Key Responsibilities:

• Through a positive constructive and consultative approach, the Technical Account Manager must work closely with teams across ION Markets to provide customers with a great experience of ION's service. The Technical Account Manager is backed up by Implementation, Development, Product and Support teams, and is responsible for:
• Ownership and presentation of the overall ION Markets service delivered to the customer and their perception of it, 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, their ION Markets business flows, the markets and data setup, using this knowledge to provide business and functional expertise to the customer so they maximize the benefit from ION Markets services.
• Relationship management with the customer's business, technology, support operations and compliance.
• Management and ownership of the production service to ensure it is delivered to the customer in line with the contract, service definition and where applicable SLAs.  Ensure production issues are resolved in line with clients’ priorities, assisting ION Markets teams through the provision of strong business domain expertise to assist in resolution.
• Analysis and documentation of customer requirements to ensure such requirements are clearly understood, together with how the service supports the requirement.  Where enhancements are raised then agreement with the Product Management team(s) to determine if/how they will be progressed, or the Service changed.
• Management of the delivery of standard or BAU setup changes to hosted clients. Supervision of projects with clients, including the larger or non-standard changes for hosted clients, to assist the Project Management function with defining remediation plans and communicating with the client in presence of complex issues.
• Management & communication of critical production incidents.  Whilst support will manage critical incidents through to service restoration, the Technical Account Manager should expect to assist using their business domain expertise and customer relationship.  The Technical Account Manager should expect to take the lead with communicating any postmortem activities, explanation and write up.
• Manage multiple customers and deliveries at any one time, working constructively with relevant teams to ensure smooth delivery and compliance with the scope of work as per the contract, and drive priorities.
• Help drive customer change working with the customer and the product teams to plan and prioritize. Ensure effective, consistent and structured communication with customers, including ensuring meetings are documented and actions circulated in line with standards and stored centrally.
• Ensure all customer documentation and internal dashboards / workstreams / trackers are maintained to a high consistent standard in a timely manner for management review.
• Maintenance and regular review of the customer roadmap and needs, communicating customer direction and service utilization internally to the relevant teams.
• Provide expertise in the ION Fixed Income products to clients to help driving the adoption of the ION solutions in line with the clients’ business needs.
• Develop and maintain strong relationships with other teams including Support, Implementation, Product Management, and Sales
• Positively represent ION Markets Technical Account Management to other ION teams and customers

Required Skills, Qualifications, and Experience:

• Strong communication skills across all organizational levels within both ION Markets and customer organizations
• Excellent interpersonal skills, with the ability to develop and maintain strong relationships with customers across multiple disciplines.
• Extensive business knowledge in fixed income trading with first-hand experience at either financial institutes or technology companies working within the financial markets space.
• Experience of delivering financial software services to customers and able to demonstrate a consistently high rate of customer satisfaction.
• Strong analysis skills, ideally demonstrating an analysis background with the ability to create clear, tangible requirements when analyzing complex tasks.
• Evidence of (or quickly develop a) good technical understanding of ION Markets applications and architecture, with the ability to confidently explain technical concepts to non-technical staff.
• The ability to recognize when to get involved with customer service issues to either provide support / guidance or take control, and authoritatively manage difficult situations to their conclusion.
• Experience in managing business critical production services for customers. The ability to manage and communicate a delivery plan and manage delivery negotiations effectively balancing ION's and the customer's objectives.
• The ability to manage and deliver to multiple customers simultaneously often with demanding timescales.
• Experience of successfully working with challenging customers and with complex business scenarios, demonstrating their own contribution to improve customer perception of the service and customer satisfaction.
• The ability to remain calm under pressure particularly when faced with difficult situations, showing a flexible approach and an ability to confidently find a way through such situations.
• Strong commercial skills with the ability to identify when requests are outside the service, ensuring chargeable work is accurately managed and reported to Finance.
• Strong ownership of their brief, escalating where appropriate whilst still retaining responsibility for resolving issues and delivering the service. A results-oriented approach to service provision.
• A positive approach to change; can identify improvements to advance the customer delivery service.