Technical Account Manager

4 weeks ago

Sydney, Australia B & K Consulting Full time

**Technical Account Manager**:
**Sydney NSW**

**Full time**
- Work at a leading financial institution operating across multiple asset classes.
- Strong technical background and customer relationship management required.
- Opportunity to work alongside support staff all the way up to C-Suite level.

The position involves serving as a dedicated single point of contact for technical services customers. The main objective is to cultivate strong relationships with clients by actively managing accounts and conducting regular face-to-face meetings. To better assist customers, the role requires developing and maintaining an in-depth understanding of their operational, technical, and business environments, along with their unique needs and challenges.

As an advocate for the customer, the individual must ensure that their expectations are aligned with the capabilities and standards of the company. Additionally, they play a pivotal role in technical change management, especially in upcoming system replacements, by comprehending customer needs and potential impacts.

Facilitating customer readiness and ensuring a smooth transition following project launches are crucial responsibilities. This requires concise and timely communication of customer information both internally and externally. During crisis and incident management, the person collaborates with operations, technical, and business units to ensure timely resolutions while maintaining effective customer communication and proper escalation procedures.

Internally, the role involves active participation in process improvement initiatives aimed at enhancing the overall customer experience. This requires collaboration with various teams within the organization.

Maintaining the CRM system (Salesforce) with accurate customer information, including records of customer meetings and feedback, is essential for efficient customer support.

Remaining up-to-date with industry knowledge is a key aspect of the role. This is achieved through active participation in relevant forums and working groups.

Furthermore, specific knowledge in participant systems, operations, and connectivity models across Front, Middle, or Back Offices environments is required. Experience using tools like Jira, Salesforce, or Confluence is also beneficial.

An extensive understanding of internal Trading, Clearing, and Settlement internal systems and processes is essential. This includes knowledge of the integrated Trade environments, both from technical and operational perspectives.

Moreover, a comprehensive understanding of the various participants that make up the Australian financial markets ecosystem is necessary for effectively addressing customer needs.

In summary, the role of a dedicated single contact point for technical services customers involves building strong relationships, understanding customer environments and challenges, advocating for customers while aligning their expectations, contributing to technical change management, supporting project transitions, maintaining effective communication, collaborating on process improvement, and staying updated on industry and technical knowledge. Additionally, expertise in internal systems, participant ecosystems, and relevant tools is essential to excel in this role.

**Reference number**:
BBBH2568_169052130572771**Profession**:

Banking & Finance
Funds Management
Banking & Finance
Stock Broking

**Company**:
B & K Consulting**Date posted**:
27th Jul, 2023

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