Technical Account Manager (TAM) in London

Technical Account Manager - TT Clearing & Post-Trade

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 Service Now (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, onboarding, 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.
• Working Style
• 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

Desirable Experience

• Familiarity with exchange connectivity (FIX protocol, market gateways)
• Experience with Service Now, 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

• 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.

Trading Technologies (TT) is an equal-opportunity employer.

Equal employment has been, and continues to be, a required practice at the Company.

Trading Technologies’ practice of equal employment opportunity is to recruit, hire, train, promote, and base all employment decisions on ability rather than race, color, religion, national origin, sex/gender orientation, age, disability, sexual orientation, genetic information, parental status, veteran, or any other protected status.

Additionally, TT participates in the E-Verify Program for US offices.

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