Technical Account Manager

Aryza; Lisburn; On-site; GBP 50,000 - 80,000; Full time

Benefits offered by this job

Competitive salary

25 days annual leave

Pension with contributions up to 5%

Healthcare

Job summary

Aryza is seeking a technically curious Technical Account Manager in Lisburn to partner with customers, understand their ecosystems, and guide service discussions across support, professional services, account management, product and engineering.

You will lead incident response, provide expert technical guidance, and translate customer feedback into actionable product insights while supporting growth and retention initiatives.

Qualifications

• Experience in fintech services or similar software environments.
• Familiarity with IT service management practices and tools such as Jira Service Management.
• Experience supporting enterprise customers with complex products, integrations or technical environments.
• Exposure to SaaS, hosted or on-premises software deployments.
• Experience using service metrics, product telemetry or incident trends to guide customer conversations.
• Strong communication and escalation management.
• Data analysis, reporting, and performance monitoring.
• Strategic advisory and business alignment.

Responsibilities

• Coordinate P1/P2 responses and maintain transparency.
• Lead Post-Incident root cause analysis.
• Monitor recurring issues and recommend preventive measures.
• Track resolution times and customer satisfaction metrics.
• Provide expert-level consultation on implementation, optimisation, and compliance.
• Troubleshoot complex technical issues and coordinate with internal teams.
• Guide customers through upgrades, migrations, and feature adoption.
• Review customer configurations and recommend best practices.
• Share fintech industry insights and proven integration models.
• Collaborate with GTM and delivery functions.
• Escalate and ensure timely resolution of critical issues.
• Translate customer feedback into actionable insights for product development.
• Coordinate proof-of-concepts and technical evaluations.
• Build and maintain strong relationships with technical stakeholders.
• Serve as the primary point of contact for technical issues and strategic discussions.
• Understand customer business objectives and technical architecture.
• Conduct regular check-ins, service reviews, and quarterly business reviews (QBRs).
• Identify opportunities for expansion and product adoption.
• Reduce client risk by proactively resolving technical challenges.
• Advocate customer needs in Aryza’s product roadmap.
• Support client renewals and growth initiatives.
• Develop technical success plans aligned with client business goals.
• Build and monitor key health metrics and system usage patterns.
• Produce technical documentation and implementation guides.
• Conduct workshops, training sessions, and roadmap alignment sessions.

Skills

Fintech experience

IT service management

Enterprise customer support

SaaS deployments

Service metrics analysis

Communication & escalation

Data analysis & reporting

Strategic advisory

Tools

Jira Service Management

Job description

Job Description

We’re looking for a technically curious, customer-focused, Technical Account Manager to help our customers get reliable, lasting value from our software. You’ll be a trusted partner to customer stakeholders, building a strong understanding of their products, environments, integrations and business priorities. You’ll use that context to guide service discussions, coordinate issue resolution, identify operational risks and bring customer feedback to the right teams across support, professional services, account management, product and engineering. The role suits someone who can move comfortably between a technical conversation and a customer or executive discussion, bringing clarity, sound judgement and follow-through to both.

Your contribution

Incident & Problem Management

• Coordinate P1/P2 responses and maintain transparency
• Lead Post-Incident root cause analysis
• Monitor recurring issues and recommend preventive measures
• Track resolution times and customer satisfaction metrics

Technical Guidance & Support

• Provide expert-level consultation on implementation, optimisation, and compliance
• Troubleshoot complex technical issues and coordinate with internal teams
• Guide customers through upgrades, migrations, and feature adoption
• Review customer configurations and recommend best practices
• Share fintech industry insights and proven integration models

Cross-functional Coordination

• Collaborate with GTM and delivery functions
• Escalate and ensure timely resolution of critical issues
• Translate customer feedback into actionable insights for product development
• Coordinate proof-of-concepts and technical evaluations

Customer Relationship Management

• Build and maintain strong relationships with technical stakeholders
• Serve as the primary point of contact for technical issues and strategic discussions
• Understand customer business objectives and technical architecture
• Conduct regular check-ins, service reviews, and quarterly business reviews (QBRs)

Account Growth & Retention

• Identify opportunities for expansion and product adoption
• Reduce client risk by proactively resolving technical challenges
• Advocate customer needs in Aryja’s product roadmap
• Support client renewals and growth initiatives

Strategic Planning

• Develop technical success plans aligned with client business goals
• Build and monitor key health metrics and system usage patterns
• Produce technical documentation and implementation guides
• Conduct workshops, training sessions, and roadmap alignment sessions

What makes you stand out

Key Skills

• Experience in fintech services, or another similar software environment.
• Familiarity with IT service management practices and tools such as Jira Service Management.
• Experience supporting enterprise customers with complex products, integrations or technical environments.
• Exposure to SaaS, hosted or on-premises software deployments.
• Experience using service metrics, product telemetry or incident trends to guide customer conversations.
• Strong communication and escalation management
• Data analysis, reporting, and performance monitoring
• Strategic advisory and business alignment

What we offer

• competitive salary
• 25 days annual leave and a day off so you can celebrate your birthday!
• Pension with contributions up to 5%
• healthcare

Have we sparked your interest?

Then we’d love to hear from you! - we’re excited to get to know you.