Technical Account Manager - Fixed Income - 5755

6 Months ago • All levels • Operations

Job Summary

Job Description

This role requires strong communication and interpersonal skills, extensive fixed income trading knowledge, and experience delivering financial software services to customers. You'll be responsible for managing the overall service delivery, maintaining customer relationships, and resolving production issues. A strong understanding of ION Markets applications and architecture is essential.
Must have:
  • Fixed Income Trading
  • Financial Software
  • Customer Relationship
  • ION Markets
Good to have:
  • Project Management
  • Business Analysis
  • Technical Concepts
  • Incident Management
Perks:
  • Global Footprint
  • Career Experience

Job Details

The Role:
This is a key role in how the service is delivered and perceived by ION Markets customers,
with the Technical Account Manager acting as the customer's primary point of contact for
the delivery of the service and taking responsibility for ION's service engagement with them.

The successful candidate will work within the ION Markets Fixed Income division,
becoming a member of the global Fixed Income Technical Account Management team
while working from our Tokyo office location.

Key Responsibilities

    • Ownership and presentation of the overall ION Markets service delivered to the customer and their perception of it, including the delivery of upgrades, maintenance, new services, migrations, change requests and day to day operations.
    • Maintaining a solid understanding of the customer's business, their ION Markets business flows, the markets and data setup, using this knowledge to provide business and functional expertise to the customer so they maximize the benefit from ION Markets services.
    • Relationship management with the customer's business, technology, support operations and compliance.
    • Management and ownership of the production service to ensure it is delivered to the customer in line with the contract, service definition and where applicable SLAs. Ensure production issues are resolved in line with clients’ priorities, assisting ION Markets teams through the provision of strong business domain expertise to provide satisfactory resolution.
    • Analysis and documentation of customer requirements to ensure such requirements are clearly understood, together with how the service supports the requirement. When enhancement requests are raised, negotiating agreement with the Product Management team(s) to determine if/how they will be progressed, or the Service changed.
    • Management of the delivery of small projects to clients and supervision of larger, complex or non-standard engagements, and provision of the Project Management function including definition of remediation plans and communication with the client in the presence of complex issues.
    • Management & communication of critical production incidents. Whilst support will manage critical incidents through to service restoration, the Technical Account Manager should expect to assist using their business domain expertise and customer relationship. The Technical Account Manager should expect to take the lead in communicating any postmortem activities, explanations and write ups.
    • Manage multiple customers and deliveries at any one time, working constructively with relevant teams to ensure smooth delivery and compliance with the scope of work as per the contract, and drive priorities.
    • Help drive customer change requests, working with the customer and the product teams to plan and prioritize. Provide effective, consistent and structured communication with customers, including ensuring meetings are documented and actions circulated in line with standards and stored centrally.
    • Ensure all customer documentation and internal dashboards / workstreams / trackers are maintained to a high and consistent standard in a timely manner for management review.
    • Maintenance and regular review of the customer roadmap and needs, communicating customer direction and service utilization internally to the relevant teams.
    • Provide expertise in specific service areas to other Technical Account Managers/customers so adoption of these services leverage experience and best practices.
    • Contribute to team tasks such as becoming an SME in functional / operational areas and maintaining central sources of information.
    • Develop and maintain strong relationships with other teams including Support, Implementation, Product Management, and Sales.
    • Positively represent ION Markets Technical Account Management to other ION teams and customers.

Required Skills, Qualifications and Experience

    • Strong communication skills across all organizational levels within both ION Markets and customer organizations
    • Excellent interpersonal skills, with the ability to develop and maintain strong relationships with customers across multiple disciplines
    • Extensive business knowledge in fixed income trading with first - hand experience at either financial institutes or technology companies working within the financial markets space
    • Experience of delivering financial software services to customers and able to demonstrate a consistently high rate of customer satisfaction
    • Strong analysis skills, ideally demonstrating an analysis background with the ability to create clear, tangible requirements when analyzing complex tasks
    • Evidence of (or quickly develop a) good technical understanding of ION Markets applications and architecture, with the ability to confidently explain technical concepts to non-technical staff
    • Their ability to recognize when to get involved with customer service issues to either provide support / guidance or take control, and authoritatively manage difficult situations to their conclusion
    • Experience in managing business critical production services for customers including the ability to manage and communicate a delivery plan and conduct delivery negotiations effectively balancing ION's and the customer's objectives
    • The ability to manage and deliver to multiple customers simultaneously often with demanding timescales
    • Experience of successfully working with challenging customers and with complex business scenarios, demonstrating their own contribution to improve customer perception of the service and customer satisfaction
    • The ability to remain calm under pressure particularly when faced with difficult situations, showing a flexible approach and an ability to confidently find a way through such situations
    • Strong commercial skills with the ability to identify when requests are outside the service, ensuring chargeable work is accurately managed and reported to Finance
    • Strong ownership of their brief, escalating where appropriate whilst still retaining responsibility for resolving issues, with a results-oriented approach to service provision
    • A positive approach to change; can identify improvements to advance the customer delivery service
    • Language skills in both English (to business level or better) and Japanese (full fluency at native or near-native level)
About us

We’re a diverse group of visionary innovators who provide trading and workflow automation software, high-value analytics, and strategic consulting to corporations, central banks, financial institutions, and governments. Founded in 1999, we’ve achieved tremendous growth by bringing together some of the best and most successful financial technology companies in the world. 

Over 2,000 of the world’s leading corporations, including 50% of the Fortune 500 and 30% of the world’s central banks, trust ION solutions to manage their cash, in-house banking, commodity supply chain, trading and risk. 
Over 800 of the world’s leading banks and broker-dealers use our electronic trading platforms to operate the world’s financial market infrastructure.

ION is a rapidly expanding and dynamic group with 13,000 employees and offices in more than 40 cities around the globe. 

Our ever-expanding global footprint, cutting edge products, and over 40,000 customers worldwide provide an unparalleled career experience for those who share our vision.

Similar Jobs

Varonis  - Technical Support Engineer L2

Varonis

Sydney, New South Wales, Australia (Remote)
3 Weeks ago
Budge Studios - Quality Assurance Tester (Hybrid)

Budge Studios

Quebec, Canada (Hybrid)
3 Weeks ago
Kokotree - Video Producers and Editors

Kokotree

Wilmington, North Carolina, United States (On-Site)
5 Months ago
Media Molecule - Senior Designer (Environments)

Media Molecule

London, England, United Kingdom (Hybrid)
3 Weeks ago
Techland - Quest Designer

Techland

Wrocław, Lower Silesian Voivodeship, Poland (On-Site)
4 Months ago
Samsung Semiconductor - Senior Business Architect

Samsung Semiconductor

San Jose, California, United States (On-Site)
1 Week ago
Google - Ads Expert Rater Analyst, Trust and Safety

Google

Dublin, County Dublin, Ireland (On-Site)
4 Days ago
ByteDance - Cloud Technical Support Engineer

ByteDance

Singapore (On-Site)
3 Weeks ago
Google - Program Manager, Quality and Continuous Improvement

Google

Hyderabad, Telangana, India (On-Site)
4 Days ago
ByteDance - Cloud Technical Support

ByteDance

Singapore (On-Site)
1 Week ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Microsoft - Member of Technical Staff - Backend Engineer, Health AI

Microsoft

London, England, United Kingdom (On-Site)
3 Weeks ago
NVIDIA - Senior System Software Engineer, GPU

NVIDIA

Taipei City, Taiwan (On-Site)
2 Hours ago
Keywords Studios - Talent Acquisition Specialist - Temporary

Keywords Studios

Tokyo, Japan (Hybrid)
1 Week ago
SuperPlay - Senior Server Developer

SuperPlay

Bucharest, Bucharest, Romania (On-Site)
2 Weeks ago
Haptic - UI/UX Programmer

Haptic

Sweden (On-Site)
3 Months ago
Pixel Toys - Senior Game Designer (Combat)

Pixel Toys

England, United Kingdom (Hybrid)
2 Weeks ago
ByteDance - Head of KR Public Policy

ByteDance

Seoul, South Korea (On-Site)
3 Weeks ago
Virtuos - Senior UI UX Designer

Virtuos

Vietnam (On-Site)
3 Weeks ago
NVIDIA - Product Manager- Data Center Ecosystem

NVIDIA

Canada (On-Site)
1 Month ago
ByteDance - Strategic Account Executive - Innovative Technical Sales (iGaming/Media)

ByteDance

Warsaw, Masovian Voivodeship, Poland (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Tokyo, Japan

Voodoo - Lead Creative Japan

Voodoo

Tokyo, Japan (On-Site)
2 Weeks ago
Netflix - Sr. Ad Operations Specialist, Japan

Netflix

Tokyo, Japan (On-Site)
3 Months ago
Sony Interactive Entertainment - PlayStation Studios QA Game Tester (Part-time)

Sony Interactive Entertainment

Tokyo, Japan (On-Site)
3 Months ago
Sony Interactive Entertainment - AI/ML Application Function SDK Development for PlayStation Game Graphics

Sony Interactive Entertainment

Tokyo, Japan (Hybrid)
1 Month ago
Google - Strategy and Operations Manager, Performance

Google

Tokyo, Japan (On-Site)
3 Days ago
Axinous - Partner Business Manager, Distribution

Axinous

Tokyo, Japan (On-Site)
5 Months ago
Kojima Productions - Sound Designer

Kojima Productions

Tokyo, Japan (On-Site)
4 Months ago
Sony Interactive Entertainment - Advertising Media Planner - Japan Market

Sony Interactive Entertainment

Tokyo, Japan (Hybrid)
3 Weeks ago
Limit Break - リードUnityエンジニア - 日本Lead Staff Engineer (Unity) (Japan)

Limit Break

Tokyo, Japan (On-Site)
8 Months ago
Sony Interactive Entertainment - AI/ML Application Feature SDK Development for PlayStation Game Graphics

Sony Interactive Entertainment

Tokyo, Japan (Hybrid)
3 Weeks ago

Get notifed when new similar jobs are uploaded

Operations Jobs

Netflix - Coordinator, External Affairs

Netflix

Los Angeles, California, United States (On-Site)
2 Months ago
Tencent - Game Operations Intern

Tencent

Tokyo, Japan (On-Site)
1 Week ago
Tesla - Service Preparation Specialist

Tesla

Huddinge, Stockholm County, Sweden (On-Site)
2 Months ago
ION - Service Manager, Italy

ION

Italy (Hybrid)
6 Months ago
OKX - Specialist, Customer Due Diligence Operations (KYB)

OKX

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
6 Months ago
VGW - Live Operations Specialist

VGW

Gibraltar (Remote)
3 Weeks ago
Playtech - Mandarin Dealer

Playtech

Magdalena Del Mar, Lima Province, Peru (On-Site)
5 Months ago
OKX - Senior Agent, Customer Service (English)

OKX

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
6 Months ago
Trek - Field Quality Rework Manager

Trek

Waterloo, Wisconsin, United States (Hybrid)
1 Month ago
ComeOn Group - Nordic Speaking Customer Experience Agent

ComeOn Group

St. Julian's, Malta (Hybrid)
1 Month ago

Get notifed when new similar jobs are uploaded

About The Company

We’re visionary innovators who are delivering mission-critical trading and workflow automation software to financial institutions, corporations, central banks, and governments. By combining our passion for automation with a strategic view on the industries we serve, we design solutions that improve decision-making, simplify complex processes, and empower people. Simply put, we help our customers do more, faster and better than before. We believe our investments in research and development are shaping the future of automation and enabling our customers to transform their business. And we embrace the power of community, working with each other and with our customers to succeed through a positive culture of continuous improvement.

London, England, United Kingdom (On-Site)

New York, New York, United States (On-Site)

Gurugram, Haryana, India (On-Site)

Chișinău, Chisinau, Moldova (Hybrid)

New York, New York, United States (Remote)

Mumbai, Maharashtra, India (On-Site)

View All Jobs

Get notified when new jobs are added by Ion

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug