Technical Account Manager

Job Purpose

The Connectivity division of ICE Fixed Income & Data Services (FIDS) provides network connectivity and colocation services to the global financial industry. Through the ICE Global Network, customers can connect to the family of ICE/NYSE exchanges and clearing houses, access the full suite of ICE Data Services content, as well as connect to an extensive range of third-party exchanges and financial content. FIDS Connectivity also provides hosting services to allow customers to colocate trading infrastructure with ICE in a number of global financial data centers.

As a Technical Account Manager, you will be assigned to a number of strategic and high value customer accounts and will be expected to develop a deep understanding of the IDS Connectivity services those accounts are contracted for. This knowledge will enable you to forge a strong technical relationship based on trust and competence with key stakeholders and sponsors on the client side, which in turn will allow you and the wider ICE Data Services organization, to provide the best possible service to those accounts, as well as growing our footprint of services and infrastructure over time.

The Technical Account Manager is expected to become a subject matter expert in ICE Data Services Connectivity products and will act as a technical liaison to the client, as well as the wider IDS Account Management and Sales organization. The TAM will provide product update briefings, host technology and content training workshops, deliver service review presentations, manage support escalations, as well as coordinating service delivery projects on an ongoing basis. The TAM will also be responsible for ensuring their accounts are configured optimally in terms of performance, resiliency and security, such that they can derive optimal value from their IDS Connectivity services.

This role is ideally suited to a self-motivated individual who enjoys being at the forefront of business activities and thrives on both their own successes, as well as those of their team. Candidates must possess strong communication skills and have a solid technical background with a specialization in financial service provider networks, knowledge of the global exchange landscape with familiarity of the standard market data and trading technology stack, as well as previous account management experience. This is a customer-facing role and requires an ability to think on your feet, from both a business and technical perspective.

Responsibilities

The Technical Account Manager has essentially 3 key remits across all assigned accounts:

• Maximize current service experience
• • The Technical Account Manager ensures the infrastructure in place is optimized and future proofed to deliver the services in the best possible way. Any current or future capacity/performance constraints or technology obstacles are understood and mitigated ahead of time. Resiliency and latency-optimization analysis will be conducted on a regular basis to ensure peak performance.
  • The Technical Account Manager networks within their strategic accounts to partner with key business sponsors and technical leads to drive increased adoption and usage of ICE's Connectivity services across as wide a user base as possible.
  • The Technical Account Manager has access to key technology, operations and business stakeholders at all assigned accounts and ensures they are aware of and leveraging the latest technologies and features available to derive the most value from the services currently contracted for.
  • The Technical Account Manager is aligned with ICE Network Operations and is fully up-to-date on all ongoing service incidents and acts as a point of escalation to help resolve and if necessary, expedite, any perceived issues impacting service.
  • The Technical Account Manager works closely together with ICE's Service Delivery, Customer Engineering and Exchange Relations teams to oversee any project-related work (upgrades, migrations, decommissions) and act as the central point of contact through completion.
• Alignment of customer's service aspirations with ICE Data Services product roadmaps
• • The Technical Account Manager has an expert view on all IDS Connectivity product roadmaps and ensures the relevant stakeholders on the customer side have a good appreciation of upcoming new content additions, technology enhancements and strategic product launches ahead of time. The customer has early access to this information to allow for feedback which in turn would be fed into the priority setting by IDS product management and the business leaders.
  • The Technical Account Manager has a deep understanding of the tactical and strategic business development roadmaps on the customer side to help drive and align our own product roadmaps accordingly ranging from new or changing content requirements, adaption of or migration to new technologies as well as understanding competitor offerings that might be considered superior and undermine our strategic position if not addressed.
• Conduct service satisfaction surveys
• • The Technical Account Manager performs a regular service satisfaction review soliciting feedback from senior stakeholders by means of a formal survey template.
  • The survey results allow ICE Data Services to document and score customer satisfaction rates across multiple disciplines, allowing us to trend (and address) the client's perception of ICE Data Services over time, and understand how we perform relative to other competitor services used.
  • The survey results across all Technical Account Manager accounts are summarized in an executive management report on a yearly basis to help drive internal efforts to enhance service and product areas and help accelerate revenue growth.

The duties and responsibilities of the Technical Account Manager are not performed in isolation, but in close coordination with, and supported by, other ICE Data Services departments including the Account Management organisation, Service Delivery, Customer Engineering, Exchange Relations, Sales and Pre-Sales, Product Management and the ICE Data Services leadership team.

Knowledge and Experience

• 5+ years' experience working for a financial network service provider in a Technical Account Management, Pre-Sales, Support or Product capacity, having had significant exposure to associated technology, terminology, vendors, trading venues, market forces, regulation
• Excellent understanding of financial markets, the trading life cycle and related terminology
• Content specialist across various asset classes (futures and equities essential)
• Project management experience
• Attention-to-detail in all aspects of work is essential
• Confident and professional communicator, both written and in front of an audience
• Logical and methodical at trouble-shooting
• Comfortable following established processes and procedures as well as identifying the need for process improvement where needed
• Accountability, always putting the client's interests first
• Ability to multi-task and prioritize under pressure, while maintaining high quality output and meeting deadlines
• Strong presentation skills
• Excellent time management skills