SaaS Technical Account Manager

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 is a global fintech leader in trading, risk management and processing solutions for capital markets. Operating from our 19 offices, 3 400 Murexians from over 65 different nationalities ensure the development, implementation and support of our platform which is used by banks, asset managers, corporations and utilities, across the world. Join Murex and work on the challenges of an industry at the forefront of innovation and thrive in a people-centric environment. You’ll be part of one global team where you can learn fast and stay true to yourself.

The team

We are seeking a proactive and client-focused Technical Account Manager (TAM) to act as a trusted advisor and technical advocate for our SaaS clients. The TAM will ensure our technical services deliver maximum value through proper planning and delivery of technical engagements, providing technical guidance, and ensuring operational excellence. This role bridges the gap between our technical teams and the SaaS Client Evolution Team (CETs), focusing on maintaining service quality, identifying improvement opportunities, and driving client success.

What you’ll do

• Build and maintain strong relationships with key Client Evolution Team (CET) and Client Services (CS) stakeholders.
• Understand the Client Evolution Team (CET) goals and challenges to align our technical services with their objectives.
• Advocate for the Client Evolution Team (CET) needs within the SaaS Technical Services delivery unit to ensure timely resolution of issues and alignment with long-term objectives.
• Develop and maintain account success plans with key deliverables, milestones, and timelines.
• Drive discussions on service improvements, feature utilization, and roadmap planning.
• Partner with internal technical teams (SaaS Ops, Operate-MX, SaaS DevOps, and Hosting Providers) to ensure timely resolution of escalated issues and proper implementation of client-requested features or configurations.
• Monitor key operational metrics (e.g., SLA compliance, ticket ageing, incident trends) and ensure service performance meets client expectations.
• Prepare and deliver regular reports to SaaS CETs, including operational metrics, system health insights, and service usage trends.
• Conduct regular Client Evolution Team (CET) syncs, including weekly syncs and monthly performance reviews.
• Collaborate with internal teams (SaaS Ops, Operate-MX, SaaS DevOps, and Hosting Providers) to analyze data and identify patterns to mitigate risks and improve the quality of service.
• Provide proactive technical advisory and recommendations to SaaS CETs to optimize the performance and utilization of our services.
• Facilitate incident management processes, including escalation management, to ensure rapid issue resolution.
• Drive root cause analysis for critical incidents and propose solutions to prevent recurrence.

Who you are

• Bachelor’s degree in Computer Science Engineering, or a related field
• Over 5 years of experience in client-facing technical roles, such as Technical Support Engineer or Technical Consultant.
• Strong client relationship management and communication skills.
• Strong technical foundation with an in-depth understanding of infrastructure, IT services, and advanced monitoring principles.
• Proficiency in using ticketing systems, monitoring tools, and reporting dashboards.
• Analytical mindset with the ability to interpret metrics and identify trends.
• Advanced problem-solving capabilities, particularly in the context of managing escalations and addressing critical incidents effectively.
• Familiarity with SLA management, ITIL frameworks, and best practices in incident management to ensure service quality.
• Knowledge of system health monitoring, security standards, and disaster recovery solutions.
• Knowledge of the MX.3 technical aspects is added advantage.

Why should you join us

• Excellent Medical, dental, and short & long-term disability programs.
• Paid 20 days holiday and 5 days sick leaves.
• Be part of a diverse and inclusive team.
• Work in an agile environment where you can collaborate with global teams from various expertise.
• At Murex, we believe in providing equal opportunities for all employees and job applicants.
• Discrimination or harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws is strictly prohibited. This policy applies to all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training. Our commitment to fairness and inclusivity lies at the heart of everything we do.

Murex is a global fintech leader in trading, risk management and processing solutions for capital markets. Operating from our 19 offices, 3 400 Murexians from over 65 different nationalities ensure the development, implementation and support of our platform which is used by banks, asset managers, corporations and utilities, across the world. Join Murex and work on the challenges of an industry at the forefront of innovation and thrive in a people-centric environment. You’ll be part of one global team where you can learn fast and stay true to yourself.