Technical Account Manager - Vice President

LGBT Great; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Job summary

Nomura in London is seeking a Technical Account Manager to provide entry-point product support for external clients of Newport. You will facilitate successful deployment and maintain high-level real-time support, building strong client relationships and coordinating with ITS teams across regions.

Responsibilities include serving as the primary contact for client accounts, ensuring continuity of service, and guiding users through Newport and its infrastructure.

Qualifications

• Experience of managing and building client relationships.
• Strong communicator who can interpret requirements accurately and coordinate effectively internally to deliver solutions.
• Good appreciation for processes that ensure consistency and ability to be creative and willing to investigate avenues to solve complex or interlaced problems.
• Ability to stay calm under pressure and articulate time sensitive information clearly and concisely.
• Track record of working independently to produce exceptional results, with strong numerical skills and experience of highly demanding people in difficult situations.
• An understanding of markets and trading processes would be highly beneficial, as would a background in desktop UI software or FIX protocol.

Responsibilities

• Serve as the dedicated relationship manager and primary point of contact for assigned client accounts, ensuring comprehensive coverage and exceptional service delivery
• Provide backup support to all ITS EMEA clients during team absences, maintaining continuity of service across the region
• You will primarily be responsible for supporting ITS clients based in the EMEA region, but will be expected to organise and communicate effectively with ITS personnel in other regions to ensure seamless global support is made available.
• You will be required to respond quickly and manage communications with clients on sensitive issues, in some cases within timescales prescribed by specific SLAs.
• You will need to be familiar with all aspects of Newport and its supporting infrastructure and ensure your knowledge is maintained as the product evolves. The objective is to be a trusted resource for clients.
• You will need to provide effective guidance and training to new users on how to use and configure the application.
• You will need to interpret the effects of new releases, communicate informative updates to clients, and feedback any new functionality requests to the global product team.
• You will be expected to have a strong understanding of the workflows employed by your clients and ensure they receive a consistent level of service when you are unavailable.
• You will be responsible for disseminating information on any outages or issues that may affect clients’ use of the products, providing timely status updates and advising them on any appropriate actions they wish to take as a result.

Skills

Client relationships

Communication

Problem solving

Numerical skills

Independent worker

Tools

Bloomberg

Salesforce

Confluence

Jira

Job description

Job Title: Technical Account Manager

Corporate Title: Vice President

Department: Instinet Technology Services

Location: London

Company Overview

Nomura is a financial services group with an integrated global network. By connecting markets East & West, we service the needs of individuals, institutions, corporates and governments through our four business divisions: Wealth Management, Investment Management, Wholesale (Global Markets and Investment Banking) and Banking. Driven by the insights of some 28,000 people worldwide, we put our clients at the center of everything we do, delivering unparalleled access to, from and within Asia. For further information about Nomura, visit www.nomura.com

Department Overview

Instinet, a subsidiary of Nomura, is a leading global electronic trading platform that offers innovative solutions to institutional clients. With a team of experienced professionals, Instinet provides clients with customized trading strategies and access to liquidity across multiple asset classes. The platform's cutting-edge technology and commitment to client satisfaction have made it a valuable partner for clients looking to optimize their trading performance. Instinet's mission is to continue driving growth and success in the electronic trading space through its focus on technology, innovation, and client service.

As the execution services arm of the Nomura Group, Instinet Incorporated subsidiaries provide brokerage and software services to clients in over 65 markets around the world. Through its advanced suite of electronic trading strategies, experienced high-touch trading group, top-ranked Commission Management services, award-winning desktop trading platform, and unparalleled access to insightful analytics, content and unique liquidity, Instinet helps institutions lower overall trading costs and ultimately improve investment performance. Over the course of its 50+ year history, Instinet has introduced a range of now industry-standard trading technologies, and has been an innovator at the forefront of the market's evolution. For more information, please visit www.instinet.com.

Role Description

You will be responsible for providing an entry point to comprehensive product support for external clients of Instinet’s flagship Order / Execution Management System, Newport. The Technical Account Manager will be required to facilitate the successful deployment of Newport to new clients and maintain ongoing high-level real-time support, which will be key to building and maintaining successful relationships with our clients.

• Serve as the dedicated relationship manager and primary point of contact for assigned client accounts, ensuring comprehensive coverage and exceptional service delivery
• Provide backup support to all ITS EMEA clients during team absences, maintaining continuity of service across the region
• You will primarily be responsible for supporting ITS clients based in the EMEA region, but will be expected to organise and communicate effectively with ITS personnel in other regions to ensure seamless global support is made available.
• You will be required to respond quickly and manage communications with clients on sensitive issues, in some cases within timescales prescribed by specific SLAs.
• You will need to be familiar with all aspects of Newport and its supporting infrastructure and ensure your knowledge is maintained as the product evolves. The objective is to be a trusted resource for clients.
• You will need to provide effective guidance and training to new users on how to use and configure the application.
• You will need to interpret the effects of new releases, communicate informative updates to clients, and feedback any new functionality requests to the global product team.
• You will be expected to have a strong understanding of the workflows employed by your clients and ensure they receive a consistent level of service when you are unavailable.
• You will be responsible for disseminating information on any outages or issues that may affect clients’ use of the products, providing timely status updates and advising them on any appropriate actions they wish to take as a result.

Skills, experience, qualifications and knowledge required:

• Experience of managing and building client relationships.
• Strong communicator who can interpret requirements accurately and coordinate effectively internally to deliver solutions.
• Good appreciation for processes that ensure consistency and ability to be be creative and willing to investigate avenues to solve complex or interlaced problems.
• Ability to stay calm under pressure and articulate time sensitive information clearly and concisely.
• Track record of working independently to produce exceptional results, with strong numerical skills and experience of highly demanding people in difficult situations.
• Ability to operate to a good standard in Excel, Word and PowerPoint, and familiarity with Bloomberg, Salesforce, Confluence and Jira would also be useful.
• An understanding of markets and trading processes would be highly beneficial, as would a background in desktop UI software or FIX protocol.

Nomura Leadership Behaviours

• Explore Insights & Vision: Identify the underlying causes of problems faced by you or your team and define a clear vision and direction for the future.
• Making Strategic Decisions: Evaluate all the options for resolving the problems and effectively prioritize actions or recommendations.
• Inspire Entrepreneurship in People: Inspire team members through effective communication of ideas and motivate them to actively enhance productivity.
• Elevate Organizational Capability: Engage proactively in professional development and enhance team productivity through the promotion of knowledge sharing.
• Inclusion: Respect DEI, foster a culture of inclusion and psychological safety in the workplace and cultivate a "Risk Culture" (Challenge, Escalate and Respect).

Right to Work

The UK Government have taken steps to reduce net migration to the UK by limiting the number of overseas workers coming to the UK for employment. Please note that whilst we are able to consider applications from overseas workers from outside the UK (who require a Tier 2 Skilled Worker visa) we can only employ them if we can provide evidence that this is a genuine vacancy for a qualified role.

Diversity & Inclusion

Nomura is an equal opportunity employer. We value diversity and are committed to ensuring we best reflect the diversity of the communities we serve creating an inclusive environment for all our employees. We welcome all applications and do not discriminate on the basis of age, disability, gender identity and gender expression, pregnancy and maternity, marriage and civil partnership, race, religion or belief, sex or sexual orientation.

If you require any assistance or reasonable adjustments due to a disability or long-term health condition, please do not hesitate to contact us.