Technical Account Manager
Starling Bank
full-time
Posted on:
Location Type: Hybrid
Location: Sydney • Australia
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Tech Stack
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
- 25 days holiday. You’ll also get your birthday on us
- The option to opt-out of public holidays
- The option to buy/sell up to 5 days of annual leave a year
- 16 hours paid volunteering time a year
- Enhanced Pat & Mat leave
- Perkbox
- Length of service increased annual leave
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 updatesUATdocumentationknowledge base management
Soft skills
communicationpresentationfacilitationinterpersonal skillsanalytical skillsattention to detailrelationship buildingself-motivatedproactivecollaborative