The Role:
We have an exciting opportunity to join our rapidly expanding Technical Account Management (TAM) group. TAMs are our customers’ primary point of contact for service delivery, and are entrusted with significant responsibility for client relationship management, as well as clients’ technical health. As a TAM You’ll work to deliver enduring and mutually beneficial relationships, understanding client needs in depth, along with the ION solutions that solve them.
Key Responsibilities
- 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, Qualifications and Experience
- 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 and analytical, adaptable to clients’ needs, and able to articulate them clearly back to internal teams
- Business knowledge in Equities, 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 make and communicate thoughtful decisions
- 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
About us:
We’re a diverse group of visionary innovators who provide trading and workflow automation software, high-value analytics, and strategic consulting to corporations, central banks, financial institutions, and governments. Founded in 1999, we’ve achieved tremendous growth by bringing together some of the best and most successful financial technology companies in the world.
• Over 2,000 of the world’s leading corporations, including 50% of the Fortune 500 and 30% of the world’s central banks, trust ION solutions to manage their cash, in-house banking, commodity supply chain, trading and risk.
• Over 800 of the world’s leading banks and broker-dealers use our electronic trading platforms to operate the world’s financial market infrastructure.
ION is a rapidly expanding and dynamic group with 13,000 employees and offices in more than 40 cities around the globe.
Our ever-expanding global footprint, cutting edge products, and over 40,000 customers worldwide provide an unparalleled career experience for those who share our vision.
ION is committed to maintaining a supportive and inclusive environment for people with diverse backgrounds and experiences. We respect the varied identities, abilities, cultures, and traditions of the individuals who comprise our organization and recognize the value that different backgrounds and points of view bring to our business.
ION adheres to an equal employment opportunity policy that prohibits discriminatory practices or harassment against applicants or employees based on any legally impermissible factor.
