SaaS Technical Account Manager

murex; Santiago; Sur place; CLP 58 881 000 - 98 135 000; Plein temps

Résumé du poste

Murex is seeking a proactive Technical Account Manager (TAM) to serve as a trusted advisor for our SaaS clients. You will bridge between technical teams and CETs, ensuring service quality, planning engagements, and driving client success.

You will build relationships with CET/CS stakeholders, align services with CET goals, and advocate for CET needs within the delivery unit while monitoring operational metrics and driving improvements.

Qualifications

• Bachelor's degree in Computer Science Engineering or related field.
• 5+ years in client-facing technical roles such as Technical Support Engineer or Technical Consultant.
• Familiarity with SLA management and ITIL best practices.

Responsabilités

• Build and maintain relationships with CET and CS stakeholders.
• Align CET goals with our technical services objectives.
• Advocate CET needs within the SaaS TS delivery unit for timely resolution of issues.
• Develop and maintain account success plans with milestones and timelines.
• Drive discussions on service improvements, feature utilization, and roadmap planning.
• Collaborate with SaaS Ops, Operate-MX, SaaS DevOps, and Hosting Providers to resolve escalated issues.

Connaissances

Client relationship management

Communication skills

Analytical mindset

Problem solving

ITIL knowledge

SLA awareness

Formation

Bachelor's degree in Computer Science Engineering

Outils

Ticketing systems

Monitoring tools

Reporting dashboards

Description du poste

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.