Senior Technical Account Manager - Engine by Starling

Neobankbeat; Sydney; Hybrid; AUD 150,000 - 210,000; Full time

Benefits offered by this job

Hybrid work model

On-site Sydney office

Job summary

Engine by Starling is seeking a Senior Technical Account Manager for the ANZ region, based in Sydney with hybrid work. You will act as the senior technical advisor to strategic clients, guiding adoption, platform evolution, and value realisation while collaborating with global TAM teams and Product.

You will participate in an on-call rotation to support clients outside business hours. You will work with C-level stakeholders, drive joint success plans, and influence product direction through

Qualifications

• 5+ years of progressive experience in Technical Account Management or a Strategic Customer Success role, with a focus on enterprise accounts.
• Proven track record of executing and adapting a defined global strategy or methodology within a region or market.
• Expert-level technical aptitude with cloud-based SaaS systems and APIs, demonstrated by troubleshooting complex issues.
• Proven executive gravitas and effectiveness in guiding technical strategy with C-level and VP stakeholders in financial environments.
• Exceptional presentation and interpersonal communication skills, with a history of communicating complex concepts to executives.

Responsibilities

• Drive the technical success strategy for assigned ANZ clients, focusing on satisfaction, platform adoption, and business outcomes.
• Refine and implement the established global TAM strategy for the ANZ market, ensuring integration and adoption.
• Develop and execute joint success plans with clients, prioritising technical initiatives for use-case success.
• Lead Monthly/Quarterly Business Reviews, focusing on alignment, platform performance, and feature adoption opportunities.
• Cultivate advisory relationships with client executives, translating platform capabilities into strategic value for ANZ operations.
• Partner with Client Solutions to own defect management, triaging and driving resolution to meet go-live dates.
• Maintain visibility of open defects against go-live milestones and escalate blockers early.
• Identify recurring defect themes and feed into Problem Management and product feedback to reduce repeats.
• Manage end-to-end change requests, coordinating delivery to avoid impact on go-live or stability.
• Keep clients informed of status and outcomes of change requests, escalating risks early.
• Own the end-to-end Major Incident lifecycle for clients, driving cross-functional resolution.
• Ensure successful implementation of global product changes and API updates within client environments.
• Capture and manage client feedback and close the loop with actions.
• Localise client feedback for market-specific product requirements.
• Serve as the primary ANZ voice in global product forums.
• Engage in quarterly and annual planning to align Roadmap with ANZ goals.
• Contribute to ANZ knowledge assets and onboard future TAM hires.
• Support cross-training for Sales, Delivery, and other teams on ANZ environments.

Skills

Technical account management

Executive communication

Cloud-based SaaS

APIs

Stakeholder management

Tools

Cloud platforms

APIs

Incident management tools

Job description

Starling Bank is the UK's first and leading digital bank on a mission to fix banking with more than 3,000 people in our UK offices and 4 MILLION customers in the UK! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way. Now we present ... Engine by Starling.

Engine by Starling is Starling's software-as-a-service (SaaS) business, the technology that was built to power Starling Bank, and over a year ago we split out as a separate business. We are on a mission to find and work with leading banks all around the world who have the ambition to build rapid growth businesses, on our technology.

This SaaS technology platform is now available to banks and financial institutions all around the world, enabling them to benefit from the innovative digital features, and efficient back-office processes that has helped achieve Starling's success.

At Engine by Starling, our technologists are at our very heart and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Engine is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, and discovering to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Engine - our preference is that you're located within a commutable distance of our Sydney office in the CBD, so that we're able to interact and collaborate in person.

About the role

As a Senior Technical Account Manager (TAM) in our growing Australia and New Zealand (ANZ) region, you will join an established regional TAM team and play a key role in the continued success and expansion of Engine's presence in the market. This is a high-impact, executive-facing role, critical to the sustained success of our strategic ANZ clients. You will serve as the primary technical executive advisor, building strong, trusted relationships that strengthen our regional credibility.

Working closely with the regional and global TAM teams, you will be instrumental in ensuring our strategic clients maximise the value of our platform and achieve their business goals, while contributing to the ongoing localisation of our established global client success playbook for the unique requirements of the ANZ financial markets. This senior position involves fostering trusted relationships with C-level and VP-level senior stakeholders within client organisations, and leveraging internal Technology, Delivery, and Product teams to drive exceptional service and platform evolution.

Note: You will be required to participate in an On-Call rotation (e.g., 1 week every 8-10) with other global TAMs to support our global clients outside of standard business hours.

Learn more about what Technical Account Management looks like here at Engine: https://enginebystarling.com/insights/discussion/operational-transformation/technical-account-management-at-engine/

What you'll get to do:

Strategic Client Success & Regional Growth (40%)

• Drive the technical success strategy for your assigned strategic ANZ clients, focusing on achieving client satisfaction, maximum platform adoption, and driving quantifiable business outcomes.
• Apply and help refine the established global TAM strategy for the ANZ market, ensuring successful platform integration and adoption.
• Develop and execute joint success plans with the client, identifying and prioritising technical initiatives that secure the client's use case success.
• Direct and present during Monthly/Quarterly Business Reviews (QBRs), focusing on strategic alignment, platform performance, and identifying opportunities for key feature adoption growth and value realisation.
• Cultivate and maintain a trusted advisory relationship with the client's executive management team (VP and C-suite), influencing their technical strategy and translating complex platform capabilities into clear strategic value for their ANZ operations.

Technical Guidance, Defect, Change & Incident Management (30%)

• Partner with the Client Solutions team to own defect management for your clients, triaging and prioritising defects and driving them to resolution with Technology and Product teams so that clients can reach go-live on schedule.
• Maintain clear visibility of open defects against each client's go-live milestones, communicating status, risk and workarounds to client stakeholders and escalating go-live blockers early.
• Identify recurring defect themes and feed them into Problem Management and product feedback to reduce repeat issues across clients.
• Manage client change requests end to end, assessing impact, agreeing priorities and coordinating delivery with Technology, Product and Delivery teams so that changes are controlled and do not put client go-live or stability at risk.
• Keep clients informed of the status, timing and outcome of their change requests, and elevate scope, timeline or dependency risks early.
• Own and direct the end-to-end Major Incident lifecycle for your clients, driving cross-functional resolution for all incidents.

Global Strategy Execution & Product Influence (20%)

• Ensure successful implementation of global product changes and API updates within the client's environment.
• Capture and manage general client feedback on the platform, service and ways of working, logging and prioritising it, and closing the loop with clients on actions and outcomes.
• Synthesise and localise client feedback to identify market-specific product requirements.
• Serve as a primary voice of ANZ clients in global product forums, ensuring regional strategic requirements are appropriately weighted and incorporated into the international platform roadmap.
• Continually engage in the client's quarterly and annual planning cycles to ensure Engine's platform roadmap aligns with their critical business goals in the ANZ market.

Knowledge Management & Mentorship (10%)

• Contribute to and extend ANZ market-specific knowledge assets (e.g., localised runbooks, best practice guides) to support the regional team and onboard future TAM hires.
• Act as a regional technical expert, proactively supporting cross-training of internal teams (e.g., Sales, Delivery) on the nuances of ANZ client environments and integrations.
• Maintain compliance with global knowledge management standards, ensuring teams in other regions can support out of hours effectively.

Qualifications

• 5+ years of progressive experience in Technical Account Management or a Strategic Customer Success role, with a demonstrated focus on managing top-tier enterprise accounts.
• Proven track record of executing and adapting a defined global strategy or methodology within a specific region or market.
• Expert-level technical aptitude with cloud-based SaaS systems and APIs, demonstrated by the ability to troubleshoot and resolve complex technical issues with autonomy.
• Proven executive gravitas and effectiveness in influencing and guiding technical strategy with C-level and VP-level senior stakeholders in a major financial institution environment.
• Exceptional presentation and interpersonal communication skills, with a track record of successfully conveying complex technical concepts to non-technical executive audiences.
• Direct experience operat