Technical Account Manager / Adviser


Salary:

$100000 - 140000 / annum

Location:

Sydney CBD

Date posted:

14 November 2018

Employment type:

Permanent

Job reference:

JBYY0711

Specialisation:

IT and technology


Description

THE COMPANY

This company is a well-known and prestigious Financial Trading-based organization who employ over 600 staff across Australia.

You'll be joining a tight, motivated, driven and self-managed team who thrive customer service and embrace a collaborative yet work hard/play hard mentality.

THE ROLE

As the Technical Account Manager/Advisor you'll be the conduit between the organization and their external corporate customers (Investment Banks, Trading Firms etc).

As an escalation point you will manage the customer's expectations, deal with customer issues in real-time, and be front and center working with customer on technical matters relating to the organization's infrastructure/solutions.

This is a customer service and relationship driven role responsible for managing incidents, ensuring service delivery, communication of system changes/upgrades, and ensuring the smooth transition for project execution.

Responsibilities include:

  • Operate as a dedicated single contact point for technical services customers.
  • Develop and maintain a deep understanding of the customers' operational, technical and business environments and their needs and challenges.
  • Be an advocate for the customer while aligning their expectations with the organization's capabilities and standards.
  • Contribute to technical change management with an upcoming focus on system replacements, ensuring understanding of customer needs and potential impacts.
  • Take responsibility for customer readiness and ensure a seamless transition through each project go-live.
  • Communicate customer information internally in a timely manner; similarly, communicate with customers externally.
  • Participate in crisis and incident management, working with operations, technical and business units to ensure a timely resolution whilst maintaining effective customer communication with appropriate escalation.
  • Collaborate internally in leading process improvement initiatives tailored to enhance the customer experience.
  • Maintain the CRM system (Salesforce) with thorough and accurate customer information.
  • Develop SME knowledge across products and systems to ensure a fast and accurate response to customers.

YOUR PROFILE

Suitable for a Technical Account Manager inside the Investment Banking/Trading industry who has a keen interest in technology and who displays a social/customer-facing personality.

The most successful candidates display a genuine passion for technology; strong relationship building skills; extensive knowledge of Australian financial markets; and have gained software development / testing exposure inside Investment Banking / Financial Trading environments (or similar).

The following is required:

  • A proven track record in relationship building, coordination and engagement skills
  • Technical knowledge of participant systems, operations and connectivity models across front / middle / back office environments.
  • Knowledge of FIX, ITCH, OUTH and Multicast protocols.
  • Software Development Life Cycle (SDLC) knowledge/experience.
  • Demonstrate strong understanding of Australian financial markets.
  • Clear and articulate communication skills.
  • Demonstrated highly developed analytical, investigative and problem-solving abilities

This is a full-time permanent role offering $100,000 - $140,000 including super - depending on experience.

*Please note, full permanent Australian working rights are required to be considered for this position and successful applicants will be contacted.

Apply Today

Please send your resume by clicking on the apply button. Your application will be assessed within 3 working days. Please note only shortlisted candidates will be contacted.

Learn more about our Sydney recruitment services: https://www.roberthalf.com.au/recruitment-agency-sydney



Sydney

Level 24
1 Martin Place
Sydney NSW 2000
02 9241 6255
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