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Technical Account Manager

2 weeks ago

Sydney, Australia Technology People Australia Full time

Our client is a leading financial market operator in Australia are seeking an experienced and customer-focused Technical Services Account Manager to join the team. In this role, you will be responsible for managing relationships with our technical services customers, ensuring their satisfaction and driving continued business growth. You will also be a critical advocate for customers, working closely with internal teams to ensure their needs are met.

Your Role:

- Act as the primary point of contact for technical services customers, building strong relationships through regular in-person meetings
- Develop a deep understanding of our customers' technical and business environments, identifying their needs and challenges
- Represent the customer perspective in internal discussions and decisions, aligning expectations with our capabilities and standards
- Collaborate on technical change management projects, ensuring customer needs are fully understood and potential impacts are communicated clearly
- Support customers during project implementations, ensuring a smooth transition and effective communication throughout the process
- Communicate customer information both internally and externally, working closely with technical and business teams to resolve incidents and crises quickly and effectively
- Lead process improvement initiatives to enhance the customer experience
- Maintain accurate customer information in our CRM system (Salesforce), including logging customer meetings and feedback
- Develop SME knowledge across ASX systems to provide fast, accurate responses to customer inquiries
- Attend senior level meetings to represent the customer perspective
- Stay up-to-date on industry developments through participation in relevant forums and working groups

Your Background:

- At least 3 years of account management or high-level customer relationship experience
- Strong technical background, including familiarity with networking concepts and troubleshooting skills
- Experience supporting technical systems, software, and protocols
- Experience interacting across an entire customer organization, from C-suite executives to front-line technical staff
- Proven track record in relationship-building, coordination, and engagement skills
- Previous experience in a dynamic operational environment
- High-level understanding of the Australian Equity, Derivatives, and/or OTC Markets
- Strong communication skills, including clear and articulate verbal, written, and presentation abilities
- Experience in incident management and communications
- Highly developed analytical, investigative, and problem-solving abilities, with a focus on technical issues

Ideally looking for:

- Knowledge of Participant systems, operations, and connectivity models across Front, Middle, or Back Offices environments
- Experience using Jira, Salesforce, or Confluence
- Knowledge of ASX Trading, Clearing, and Settlement internal systems and processes
- Knowledge of the integrated ASX Trade and ASX 24 environments both technically and operationally
- Knowledge of the different participants that comprise the Australian financial markets ecosystem

You Must be:

- Customer Driven & Delivery Focused - passionate about delivering outstanding customer experiences
- Attention to Detail - understands the importance of accuracy and precision
- Challenging the Status Quo - always looking for ways to improve processes and customer outcomes
- Agile, Adaptable & Resilient - able to manage change and stay positive in the face of challenges
- Knowledge Manager - committed to sharing knowledge and building expertise across teams
- Open & Empathetic - values diversity of opinions and experiences
- Empowering - supports and empowers others to succeed
- Intellectually Curious - committed to learning and staying up-to-date on industry developments
- Analytical Thinker - detail-oriented, methodical, and focused on delivering efficiency
- Decisive Communicator - able to communicate clearly and effectively, even under pressure
- Team Player - builds strong relationships and behaves with integrity and respect
- Forthright & Influential - not afraid to advocate for new ideas and solutions
- Innovative & Creative - committed to driving continuous improvement and innovation.