At a Glance
- Tasks: Be the go-to tech guru for major global partners and solve their challenges.
- Company: Join Token.io, a leader in Open Banking with a focus on innovation.
- Benefits: Remote work, competitive salary, and a culture that values diversity and collaboration.
- Other info: Dynamic team environment with opportunities for growth and learning.
- Why this job: Make a real impact in the fintech world while working with top-tier clients.
- Qualifications: 2+ years in technical support or account management, ideally in fintech or payments.
The predicted salary is between 60000 - 75000 £ per year.
The Technical Account Managers (TAM) are dedicated to a select pool of our existing and largest global strategic partners.
This customer group contains some of the worlds largest banks, acquirers, gateways and card schemes, making them key to the lifeblood of Token. io.
The successful applicant will serve as a central technical resolution point for a selection of these customers, once they have completed their original technical implementation and are in to a live production environment.
This will be working across Tokens market-leading Open Payments proposition, encompassing engagement with opportunities and activities throughout Europe.
As a trusted advisor, facilitator and problem-solver, this role must ensure that customers achieve their technical goals and realise value from their use of Tokens Open Banking products and services.
This is ultimately visible through the increase in transactional volumes through their existing engagement, but also the expansion of new and additional services and extended capabilities.
The TAM will build and maintain positive relationships by engaging directly with their relevant technical counterparts, whilst ensuring they maintain excellent traceability of issues through existing support platforms.
It is essential for the success of this role within Token. io that any perceived technical challenges that may impact adoption and volume increase are clearly identified, communicated internally and mitigation plans are created.
- Core responsibilities
- Primary point of ownership for any technical / functional queries from specific customers, once they have completed their initial technical implementation
- Initially focusing on a relatively small group of our most strategic, large international customers
- Leading, driving and owning client-specific technical investigations
- Managing and driving to conclusion connection requests for new banks
- Oversight and management of new TPP (Third Party Provider) on-boarding requests
- Close interaction with the existing Level 1 customer support team (whose focus is on the remaining customer base)
- Drive to set an efficient framework for the success for this role and its expansion to work with other customers across the organisation
- Provide trainings and coaching to Level 1 customer support team on our products
- Coordinate work of internal teams where needed to resolve issues and to deliver fixes
About you
- Wickedly smart entrepreneurial professional who loves technology and who lives to innovate and deliver disruptive technologies into the market
- Truly customer-centred thinking with a passion to deliver the best possible technical standards to customers
- Highly professional approach and great communication skills with an ability to think on your feet
- Highly collaborative people who understand and value the power of working together as a team
- Passion for understanding our market, product and technology
- Ability to find innovative and pragmatic solutions
- Confident in making decisions during investigation and delivery activities
- What you will need to be successful
- 2+ years of experience in technical support, implementation or technical account management roles working within Fintech, software, banking businesses or payments industry.
- Technical
- Familiarity with REST API is a must
- Knowledge of banking security, authentication technologies and identity management solutions would be a significant plus
- Familiarity with ISO20022 would be a plus
- Industry Solutions
- Prior experience supporting implementation of payments applications or extensive knowledge of the payments marketplace is a must.
- Prior knowledge or exposure to Open Banking ecosystem would be a plus
- Knowledge of banking security, authentication technologies and identity management solutions
- Service Delivery and Support
- Truly passionate about customer delivery and support - with high levels of resilience
- Previous project management / account management experience with proven ability to prioritize and multitask in a dynamic, fast-paced environment is highly beneficial for this role
- Experience of delivering and supporting mission-critical, high availability systems and solutions
- General
- Extraordinary organisational, communication (written and verbal) and interpersonal skills
- Must have a strong work ethic and desire to succeed; tenacity, passion, persistence and integrity are all strongly desired character traits
- Excellent presentation skills
- Open to all
Token is building an open future for everyone.
We don't just accept different points of view, lived experiences and new ways of thinking — we search them out.
They help us make better products, better decisions, and a better place for everyone to work.
So, come as you are.
We acknowledge and embrace different backgrounds, identities and abilities.
Respect is our default, and empathy is our baseline.
No one succeeds until we all do.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Technical Account Manager (TAM) in Londonderry
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Grabjobs. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Grabjobs before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Remote Technical Account Manager (TAM) in Londonderry
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Grabjobs:Your cover letter is your chance to shine! Tell us why you want to work at Grabjobs specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Grabjobs!
How to prepare for a job interview at Grabjobs
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
