SaaS Technical Account Lead — Client Success

MCHILE Murex Chile; Santiago; On-site; CLP 12,000,000 - 18,000,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Disability programs

Job summary

Murex Chile, a global fintech leader, seeks a proactive Technical Account Manager (TAM) to serve as a trusted advisor for our SaaS clients and to bridge CETs with the SaaS Technical Services delivery team. You will ensure value delivery, alignment with client objectives, and overall service quality.

You will build account success plans, monitor SLAs and incidents, drive improvements, and collaborate with internal teams to resolve issues and implement client-requested features.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or a related field.
• 5+ years in client-facing technical roles such as Technical Support Engineer or Technical Consultant.
• Strong client relationship management and communication skills.
• Solid understanding of infrastructure, IT services, and advanced monitoring principles.
• Proficiency with ticketing systems, monitoring tools, and reporting dashboards.
• Analytical mindset with ability to interpret metrics and identify trends.
• Strong problem-solving skills for escalations and critical incidents.
• Familiarity with SLA management, ITIL frameworks, and incident management best practices.
• Knowledge of system health monitoring, security standards, and disaster recovery.
• MX.3 knowledge is a plus.

Responsibilities

• Build and maintain relationships with CET and CS stakeholders.
• Align CET goals with our technical services.
• Advocate CET needs within the SaaS delivery unit to ensure timely issue resolution.
• Develop and maintain account success plans with milestones and timelines.
• Drive discussions on service improvements, feature utilization, and roadmaps.
• Collaborate with SaaS Ops, Operate-MX, SaaS DevOps, and Hosting Providers to resolve issues and implement requested features.
• Monitor SLA compliance, ticket aging, and incident trends.
• Prepare and deliver regular reports to SaaS CETs with operational metrics and insights.
• Conduct CET syncs weekly and monthly performance reviews.
• Analyze data to identify patterns, mitigate risks, and improve service quality.
• Provide proactive technical advisory to optimize performance and utilization.

Skills

Client-facing communication

Infra and IT services

Monitoring tools

Ticketing systems

Data analysis and metrics

Incident management

ITIL and SLA knowledge

MX.3 knowledge

Education

Bachelor’s degree in Computer Science Engineering

Tools

MX.3 knowledge

Job description

Murex Chile, a global fintech leader, seeks a proactive Technical Account Manager (TAM) to serve as a trusted advisor for our SaaS clients and to bridge CETs with the SaaS Technical Services delivery team. You will ensure value delivery, alignment with client objectives, and overall service quality.

You will build account success plans, monitor SLAs and incidents, drive improvements, and collaborate with internal teams to resolve issues and implement client-requested features.