About the position
ENVIRONMENT:
TAKE on a critical leadership role as a Technical Account Manager ensuring the successful delivery of complex market data warehousing and transaction processing pipelines of a leading FinTech company. You will be responsible for the operational success and entrenchment of two strategic enterprise accounts, bridging the gap between high-stakes client management, strict SLA adherence, and technical team leadership. You will conduct monthly service reviews, present performance metrics, incident reports, and capacity planning to senior client stakeholders while managing a team of Data Engineers & facilitating high-level technical discussions. The successful candidate will have 5+ years’ experience in Technical Account Management, Technical Delivery, or IT Service Management including managing technical teams with strong technical fluency in data pipelines, database architecture, and market data workflows. (Note: You will not be writing code, but you must be able to understand the high-level implications in architectural discussions with Developers and Enterprise Architects).
DUTIES:
Client & Service Management -
- Own the end-to-end operational relationship with enterprise clients, serving as the primary point of contact for technical delivery, SLA adherence, and account entrenchment.
- Conduct monthly service reviews, presenting performance metrics, incident reports, and capacity planning to senior client stakeholders.
- Manage the end-to-end incident lifecycle, acting as the ultimate escalation point for severity issues and ensuring timely communication of workarounds and root-cause analyses.
- Liaise directly with third-party data vendors to resolve blockers and maintain SLA compliance for market data availability.
- Identify opportunities for account growth and software entrenchment, working with client Business Analysts and Architects to propose new use cases for data solutions.
Team Leadership & Operations -
- Directly manage a team of Data Engineers, fostering a supportive, growth-oriented culture while ensuring optimal resource allocation.
- Oversee Release Management processes, coordinating with your team and the client to schedule and execute upgrades, bug fixes, and environment testing (Dev, QA, Pre-Prod, Prod).
- Protect the Engineering team from scope creep and manage stakeholder expectations regarding turnaround times for change requests and custom development.
- Ensure institutional knowledge is documented, preserved, and distributed across the team to prevent single points of failure.
Technical Translation -
- Maintain a solid understanding of the client’s data processing pipelines, market data warehousing, and reporting requirements to facilitate high-level technical discussions.
- Know when to bring in Business Analyst/Architect colleagues into the discussions.
REQUIREMENTS:
- 5+ Years of experience in Technical Account Management, Technical Delivery, or IT Service Management, ideally within the Financial Services, Investment Management, or Data Engineering sectors.
- Proven experience managing technical teams, with a strong focus on mentorship, empathy, and performance enablement.
- Exceptional stakeholder management skills, with a track record of handling high-pressure situations, navigating difficult client conversations, and managing tight SLA deadlines.
- Strong technical fluency in data pipelines, database architecture, and market data workflows. (Note: You will not be writing code, but you must be able to understand the high-level implications in architectural discussions with Developers and Enterprise Architects).
- Experience managing Enterprise Change Control processes and Release Management schedules.
- Given the nature of the financial data SLA, this role requires occasional flexibility to oversee critical weekend deployments and act as the escalation point for severe after-hours incidents.
Desired Skills:
- Technical
- Account
- Manager
