Senior Technical Account Manager
Job Summary
Job Description
We are seeking dynamic Technical Account Managers to drive value for ION bank clients by scaling and accelerating our enterprise Foreign Exchange and Capital Markets platforms. Key responsibilities include building and executing customer success strategies for strategic Foreign Exchange sell-side trading and buy-side accounts, acting as a trusted advisor to understand client business strategies and position ION FX products accordingly. You will deepen knowledge of ION FX products to assist clients in maximizing value from their use cases, manage client relationships to ensure high-quality interactions, and build long-term relationships by proactively identifying and mitigating risks. This role involves monitoring implementation, usage, customer health, and the competitive landscape to develop retention and advancement strategies, profiling initiative requirements, and developing leads for growth opportunities. Collaboration with ION Commercial Account Managers, Client Services, and Project Delivery teams is crucial for aligning customer success and contributing to automation initiatives.
Must have:
- Proven track record in enterprise software platforms
- Foreign Exchange/Capital Markets experience
- Problem-solving and consultative mindset
- Ability to synthesize information
- Commercial savviness
Good to have:
- Predilection for customer success automation
1 skill required
Job Details
The role:
As we further scale and accelerate our enterprise Foreign Exchange and adjacent Capital Markets platforms, we are looking for dynamic technical account managers - to drive value for ION bank clients. With our market leading and expanding position across key institutions, we are seeking individuals that can distill and aid realizing success milestones with ION clients for our TAM/customer-success practice.
Key responsibilities:
Build and execute the customer success strategy for our strategic Foreign Exchange sell-side trading and buy-side accounts
Develop a strong understanding of client business strategies; as a trusted advisor, position ION FX products to best assist clients on achieving business objectives
Continued garnering and elevation of knowledge in ION FX products, to aid new/existing customers on effective use of ION products, content, and technologies to promote maximum value for their specific use-cases
Manage client relationships, to ensure and mature high-quality interactions (responsiveness, precision, fitness, proactiveness)
Build close long-term relationships with assigned customers; proactively anticipating client challenges and risks while driving remediation plans to minimize churn
Monitor implementation, usage, customer health, competitive landscape, and other relevant data - in order to create a retention/advancement strategy
Profile and sanity review initiative requirements, during origination stage
Develop leads and connections with ION commercial account managers to aid growth opportunities (upsell and cross-sell)
Aid harmonization of client initiatives & associated priorities, in tandem with the ION Project Delivery, Client Services & Product practices
Manage a robust feedback loop to continually promote appropriate customer experience improvement
Adjacent teamwork duties to drive success:
Fluidly work with ION Commercial Account Managers to align overall customer success
Coordinate metrics/status/escalations with Client Services and Project Delivery
Contribute to ION customer-success automation-initiatives
Other duties:
We might ask you to perform other tasks and duties as your role expands.
Required skills, experience, and qualifications:
Proven track record in high-touch enterprise segments with B2B enterprise software platforms
Foreign Exchange and/or general Capital Markets domain experience at technology firms and/or financial institutions
Problem solving & consultative mindset to collaborate with clients on joint responsibilities
Ability to synthesize information from clients and internally
Commercial savviness (although not a direct commercial sales role)
Preferred:
Predilection for customer success automation
(New York only*) Estimated Salary range: 95,000 USD - 130,000 USD *Note: Disclosure as required by NY law
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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.
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