Technical Account Manager (TAM)

Key Responsibilities

Technical Support

• Handle support escalations as the primary point of contact for complex issues
• Work closely with the support team to maintain awareness of your clients' overall ticket pipeline in ServiceNow (SNOW)
• Track and follow through on high-priority issues to ensure the timely delivery of sensitive changes
• Proactively inform clients when critical fixes or updates are available

Client Ownership

• Own the technical client relationship end-to-end, working hand-in-hand with the TT Service Manager who is responsible for the overall client relationship
• Focus on the technical client relationship and serve as the primary liaison for Client Clearing contacts
• Ensure a clear understanding of the client's technical goals, infrastructure, data flows, and business needs
• Host and attend regular conference calls on projects, on-boarding, and ongoing issues
• Perform regular client status reviews and follow up on outstanding items

Technical Delivery & Training

• On-board new clients and deliver training
• Perform software deliveries and prepare upgrade procedures for deployed solution
• Create technical specifications for changes or new modules
• Validate deliverables from a functional perspective—does it meet the client's original requirements?
• You are accountable for what goes out to the client: nothing is delivered without your validation
• Demo features to clients before delivery when significant changes are involved

External Coordination

• Work with the TT Exchange connectivity team to coordinate with exchanges and third parties at the start of projects - negotiate test environments, obtain credentials and documentation
• Manage timelines across multiple external parties (exchanges, infrastructure teams, developers)
• Negotiate alternatives when standard prerequisites are not available (e.g. client-provided connectivity)

Commercial Coordination

• Raise development requests through the appropriate channels
• Track proposals and ensure all client requests are properly captured and followed up

Skills, Knowledge and Expertise

Technical

• Understanding of post-trade / clearing workflows and financial market infrastructure
• SQL fundamentals: ability to write basic queries for database updates and custom module configuration
• Basic networking: able to perform diagnostics (ping, telnet), understand NAT (IPs in logs vs. actual addresses), and have awareness of firewall rules
• Comfortable working with software deployments and upgrade procedures

Client-facing & Coordination

• Strong communication skills managing expectations, running calls, being a trusted point of contact.
• Ability to drive progress with exchanges and third parties without having authority over their timelines
• Comprehensive expertise in coordinating between technical teams and business stakeholders
• Track record of managing 10 to 20 demanding clients, managing their expectations, with minimal escalations and oversight
• Significant expertise in capturing business requirements and agreeing on acceptance criteria with clients.

• Organisational discipline - maintaining structured workflows and consistent follow-ups across multiple clients simultaneously
• Autonomy: able to own a portfolio of clients end-to-end with minimal oversight
• Proactive: not waiting for problems to surface, anticipating client needs

• Familiarity with exchange connectivity (FIX protocol, market gateways)
• Experience with ServiceNow, Jira, or similar ticketing systems

Benefits

• Health & Financial Security:
  • Medical, Dental, and Vision coverage
  • Group Life (GTL) and Group Income Protection (GIP) schemes
  • Pension contributions
• Time Off & Flexibility:
  • Enjoy the best of both worlds: the energy and collaboration of in-person work, combined with the convenience and focus of remote days. This is a hybrid position requiring three days of in-office collaboration per week, with the flexibility to work remotely for the remaining two days. Our hybrid model is designed to balance individual flexibility with the benefits of in-person collaboration, enhanced team cohesion, spontaneous innovation, hands-on mentorship opportunities and strengthens our company culture.
  • 25 days of Paid Time Off (PTO) per year, with the option to roll over unused days.
  • One dedicated day per year for volunteering.
  • Two professional development days per year to allow uninterrupted professional development.
  • An additional PTO day added during milestone anniversary years.
  • Robust paid holiday schedule with early dismissal.
  • Generous parental leave for all parents (including adoptive parents).
• Work-Life Support & Resources:
  • Budget for tech accessories, including monitors, headphones, keyboards, and other office equipment.
  • Milestone anniversary bonuses.
• Wellness & Lifestyle Perks:
  • Subsidy contributions toward gym memberships and health/wellness initiatives (including discounted healthcare premiums, healthy meal delivery programs, or smoking cessation support).
• Our Culture:
  • Forward-thinking, culture-based organization with collaborative teams that promote diversity and inclusion.