Technical Account Manager

Thought Machine's mission is bold - to properly and permanently rid the world's banks of legacy technology. To achieve this, we have developed the foundations of modern banking and built core and payments technology which runs natively in the cloud. What we are attempting is hard and means we need great people working together to build great technology.

We have grown rapidly in the past few years - growing our team to more than 500 individuals across offices in London, New York, Singapore, Sydney and Melbourne. We have raised more than $500m in funding and are now valued at $2.7bn. Our investors include Molten Ventures, Eurazeo, Intesa Sanpaolo, Temasek, Nyca Partners, JPMorgan Chase, Standard Chartered, and more.

We have created a culture enabling our team to produce the best work in the industry, ensuring we have fun along the way. We're regularly cited as having a fantastic workplace culture and have been recognised by Sifted magazine as having one of the highest Glassdoor ratings for a UK fintech company and the most generous employee share package in the industry. We've been named in the IDC list of top 100 fintechs, CB Insights' top 250 fintech companies in the world, and achieved global awards for our workplace culture and client work.

As a Technical Account Manager (TAM), you will work closely with senior stakeholders to deliver world-class service to specifically aligned clients (typically tier 1 banking institutions). This is a post-sales, service-oriented role.

You need to exercise a balance of stakeholder management and technical acumen to help our customers deliver operational excellence. You will draw from past experience with cloud infrastructure, program management, ITIL and ITSM, and customer advocacy. Your main objective is making sure the client is happy with their product and the service we provide around it.

As a TAM, you will regularly engage with diverse stakeholder groups, including executives of large enterprises and a cross-functional and geographically dispersed team. A successful TAM utilises their relationship management skills and technical credibility to effectively communicate at all levels within the organisation.

DUTIES

TAMs serve as liaisons between the client and the Thought Machine ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and other teams.

• Partner with our clients to understand their pre-sales plans and turn the customers desired outcomes into actionable objectives. You will develop strategic relationships with stakeholders to understand a customer's business and develop strategic roadmaps.
• Understand Client infrastructure at a high level to help speed up incident and support resolution
• Know the Thought Machine product platforms, our best practices and use cases in order to guide the customer
• Act as the Thought Machine liaison for product questions, issues, or escalations. Work with Thought Machine Support teams (on call engineers, cloud analysts), Product Management (i.e., roadmaps), and other teams as needed
• Use customer objectives and understanding to drive new feature development internally and lead across multiple work streams and teams to maintain customer success.
• Complete analysis and lead weekly, monthly and quarterly operational performance reviews and executive sessions
• Work with customers and Support to guide issues/escalations to resolution.

Requirements

Essential

• Bachelor's degree in Computer Science, Engineering, related technical field or equivalent practical experience
• Familiar with: cloud providers (AWS, GCP, Azure), microservice architectures, observability platforms, databases, deployment strategies (blue/green, canary, etc), release management, disaster recovery, business continuity
• 3 years of experience in a customer-facing role, interfacing with executive stakeholders
• Experience supporting customers in technical support and escalation management
• Naturally curious with a history of learning and adapting to new technologies and environments. Detail oriented with an analytical mindset
• Comfortable adapting to a hyper growth environment with a thinking in first principles approach.
• Excellent customer management skills with experience in service management, strategic account management, conflict management, stakeholder management to drive customer satisfaction.

Desirable

• Knowledge of banking / finance
• Experience collaborating with the customer's third-party partners and systems integrators
• Experience collaborating across business units internally and on the customer side
• General understanding of the following: ITIL, storage systems, networking, application development, service architecture, cloud-native application development, hosted services
• Excellent communication, presentation and problem solving to translate customer needs to technological solutions.

Benefits

• Highly competitive salary
• Bonus incentive
• Healthcare
• 25 days holiday and public holidays
• Competitive maternity and paternity leave
• $1,500 SGD per year flexible spend benefit
• All the latest tech you need
• A talented and experienced team as your colleagues
• An environment where we encourage learning and progress

Thought Machine is committed to making a measurable positive impact on people's everyday lives. We are an equal-opportunity employer and value diversity at our company. We actively hire candidates who demonstrate technical excellence in their field and welcome people of all ages and backgrounds, providing everyone with equal access to professional development. You are encouraged to apply even if your experience doesn't accurately match the job description