Technical Account Manager (TAM)

We are looking for a Technical Account Manager to join our TT Clearing & Post‑Trade team. This is a hands‑on role; you will own the full client lifecycle from requirements gathering through to production deployment and ongoing support. You will be responsible for a portfolio of clients, acting as their technical point of contact for all non‑support matters and as the support escalation point. Additional responsibilities include performing deliveries and validating that what we deliver meets client expectations. This is not a purely client‑facing or purely technical role. The value of a TAM lies in bridging client‑facing and technical skills: you understand the product deeply enough to deploy it and troubleshoot advanced issues, and you communicate well enough to manage client expectations and negotiate with third parties.

Key Responsibilities

• 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, 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?
• 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 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

• Hybrid position: three days in office per week, two days remote.
• 25 days of Paid Time Off (PTO) per year, with rollover option.
• One dedicated day per year for volunteering.
• Two professional development days per year.
• Additional PTO day 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.

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.