Technical Account Manager
Treasure Data
ETLSQL
Technical Account Manager
Starling Bank
full-time
Posted on:
Location Type: Hybrid
Location: London • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- - Build and maintain strong, enduring relationships with clients, understanding their needs, goals, and challenges.
- - Serve as the bridge between Engine and our clients, managing all aspects of the client support and experience.
- - Engage with product/service owners and incident management specialists within our clients' organisations.
- - Participate in monthly and quarterly business reviews with the Client Relationship Director/Engagement lead to discuss strategic initiatives and platform performance.
- - Engage in clients' quarterly planning processes to understand their roadmap and align on business requirements.
- - Provide regular, transparent updates to clients on changes, categorised as Critical Path, Immediate Impact, and Roadmap items.
- - Collaborate with internal teams, including Solutions Architects and Product Owners, to establish estimated delivery timelines for client requests.
- - Communicate and coordinate platform changes, assisting with the creation of client release notes for major API updates.
- - Provide technical support and troubleshooting for clients, helping to identify, assess, and triage issues based on severity and impact.
- - Guide clients on the optimal use of our product, ensuring they get the best value from its technical features.
- - Facilitate ongoing technical support by collaborating with engineering teams to troubleshoot and resolve issues.
- - Assist new clients with the onboarding process, guiding them through the run process and supporting them during the UAT phase of project delivery.
- - Regularly review and update knowledge base materials and runbooks to ensure accuracy and relevance.
- - Gather valuable feedback from clients on our product and services, relaying this information to our Technology and Product teams to inform future improvements.
- - Contribute to the continuous improvement of our Engine documentation.
Requirements
- - Experience in a Service Desk or client-facing platform support management role.
- - Proven experience in incident and problem management.
- - Technical aptitude and curiosity, with experience working with cloud-based SaaS systems.
- - Strong presentation, communication, and facilitation skills, with the ability to convey complex technical concepts to non-technical stakeholders.
- - Excellent interpersonal skills and the ability to build strong relationships with clients and key stakeholders.
- - Inquisitive with strong analytical skills and a strong attention to detail when understanding client issues, needs, and concerns.
- - Confidence to ask insightful questions and engage in conversations with senior bank executives.
- - A self-motivated and proactive individual who can work effectively in a highly autonomous environment.
- - Ability to work confidently and effectively in a collaborative, flat-structured team environment.
Benefits
- - 33 days holiday (including public holidays, which you can take when it works best for you)
- - An extra day’s holiday for your birthday
- - Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
- - 16 hours paid volunteering time a year
- - Salary sacrifice, company enhanced pension scheme
- - Life insurance at 4x your salary & group income protection
- - Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
- - Generous family-friendly policies
- - Incentives refer a friend scheme
- - Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
- - Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
incident managementproblem managementcloud-based systemsSaaStechnical supporttroubleshootingAPI updatesUATknowledge base managementdocumentation
Soft skills
communicationpresentationfacilitationinterpersonal skillsanalytical skillsattention to detailself-motivatedproactivecollaborativerelationship building
