About the job TS Imagine, the world's leading provider of real-time trading, portfolio and risk management solutions for the financial services industry, is looking for a Technical Account Manager to join our growing team. Technical Account Managers are the primary point-person for their accounts who forge strong relationships and help clients grow their business by getting the most out of the TS Imagine product suite. Who will love this job · An ambitious and driven individual – you have the energy to maximize customer satisfaction and retention through first rate levels of service and follow up · A strong communicator – you are adept at building and maintaining trusted and respected relationships with clients and colleagues at all levels · A self-motivator – you can work effectively in a fast-paced business environment, managing multiple tasks and deadlines What you’ll do Client Relationship Management · Build a relationship with our clients as a primary point of contact and gaging a good understanding of their business strategies across all asset classes · Provide regular visits, phone calls and updates to the client to ensure client is sufficiently serviced and expectations are managed · Understand the client’s internal structure of stakeholders and ensure a relationship is formed with key members from every group (trading desk, IT, COO, compliance) · Maximize revenue opportunities for the company to existing clients by identifying upselling opportunities · Identify any potential opportunity or threats with other competitive solutions that may be on the client’s desktop · Identify potential risks due to support or product gaps in a pro-active manner · Identify any risks to the business due to consolidation or downsizing · Provide feedback internally and keep up to date information and reporting through Salesforce.com · Assist our sales team in marketing campaigns across our existing clients · Facilitate client entertainment and networking events · Provide point of escalation for any ongoing support issues · Provide high-level business updates to internal stakeholders at TS Imagine Ongoing Technical Account Management · Liaise with clients in order to identify and understand their business requirements · Create statements of work that define proposed solutions. If requirements are complex or large, engage the Professional Service team · Liaise with other departments within TSI in order to deliver on the client requirements · Provide regular training and demonstrations on new product features or to new users and documenting and communicating feedback · Liaise with brokers, dealers and venues to give client access to their required execution destinations · Provide a TSI roadmap update on a quarterly basis and record the minutes and follow up actions in Salesforce · Manage regular TSI upgrades to latest version · Provide release notes to clients with every back end (TSOM) release and for TradeSmart releases taken · Review client issues, requirements and workflows on a regular basis · Manage communication and follow up on any major production incidents for client accounts · Identify and manage resolution of any re-occurring support issues · Assist with trouble shooting where required · Create and maintain client workflow documentation · Log all time in FinancialForce You should have · Bachelor’s degree or equivalent · Technical understanding and knowledge of buyside workflows in the front office, with a specific focus in equities, listed derivates & fixed income · Thorough and hands-on knowledge and experience of order and execution management workflows and functionality · Understanding of financial markets products, a broad understanding of the electronic trading process and related regulation, risk and operations and associated front office order execution and order flow requirements · A strong network of relevant contacts within the buyside community · Highly proficient communication skills, both written and oral · Ability to positively engage with and contribute to the wider global team · Willingness to work occasional evenings and/or weekends to accommodate client deadlines and time-zone differences. · Ability and willingness to provide leadership to more junior members of a team · Proficiency with tools such as Salesforce, JIRA, Confluence, PSA · Languages are an asset. Why TS Imagine / Benefits · Vacation and Personal days · Annual bonus and salary review · Training budget $1,500 · Health, dental, life assurance, and eye care vouchers · Salary sacrifice pension scheme About TS Imagine Created from two best-in-class SaaS platforms, TradingScreen and Imagine Software, TS Imagine delivers integrated trading, portfolio and real-time risk solutions for capital markets. The platform is uniquely positioned to streamline complex and time-consuming workflows across front, middle, and back - office functions. TS Imagine has close to 400 employees in 10 offices worldwide, serving approximately 500 global buy-side and sell-side institutions across North and South America, EMEA, and Asia Pacific including hedge funds, traditional asset managers, pension funds, mutual funds, and financial institutions. We challenge our employees every day to think creatively and innovate across silos and across platforms. Join us!