Overview

We are looking for a skilled Technical Account Manager to join our team. In this role, you will be the primary technical point of contact for assigned customers and ensure they are successfully utilizing our solutions to meet their business goals.

You will report to the Head of Tech Support and focus on owning the Technical Relationship for our largest and most strategic Enterprise accounts alongside Customer Success, Technical Support, Account Executives, Sales Leaders & Pre-Sales Consultants.

You will directly interact with ComplyAdvantage’s existing customers, both in support of the account owner or independently. You will contribute to the achievement of the renewals, cross & up-sells, and meeting Tech Support SLA’s whilst maintaining a high level of Customer Satisfaction on your accounts.

You Will

• Work hands-on with customers to demonstrate and communicate the value of ComplyAdvantage technology, whilst supporting the ongoing technical implementation
• Partner with Customer Success to manage the overall Customer Relationship, with a focus on owning the relationship with your Customers key technical stakeholders
• Regularly review all open Support Cases relating to your customers, taking ownership of the more complex and challenging technical issues to assist the front-line
• Manage internal and external customer stakeholders, owning communication relating to technically challenging ongoing issues and projects
• Serve as the lead technical liaison between customers and cross-functional internal teams (engineering, product, customer success etc.)
• Be your Customers’ trusted advisor and confident point of contact for all technical escalations
• Lead and present regular Support Governance reviews to report on overall Support activity including SLA attainment
• Build and deliver sophisticated training & demonstrations around ComplyAdvantage’s solutions and products
• Work closely with your Customers' development teams to help with API integrations, verifying implementations, DDQ’s and supporting on all related technical requirements.
• Lead customer project scoping calls to gather technical product requirements and engage with the Product team to brainstorm and build solutions presentations
• Know the product and capabilities inside out - Being incredibly hands-on with all aspects of ComplyAdvantage solutions whilst also being able to connect with your Customers' Business goals & objectives
• Proactively identify areas of improvement/expansion in clients' use of platform; make recommendations to maximize value

You Have

• 5+ years Solution Consulting / Technical Account Management experience, with a proven track record of working with large Enterprise deals.
• ​​Analytical mindset with problem diagnosis and troubleshooting skills
• Outstanding presenting skills to technical and executive stakeholders, whether impromptu on a whiteboard or using presentations and demos.
• Demonstrated experience supporting large key accounts with a goal of renewal, expansion and overall Customer Satisfaction
• Able to think creatively in complex situations and provide value in the development of strategic plans for an account
• Preferred, but not required, is experience related to: Fraud, AML, KYC, Data integrations, SaaS, banking and financial services
• Very strong written communication skills
• Excellent understanding of software systems and technologies
• Experience of working directly with API integrations, with being able to talk through with developers in technical detail
• Understanding of Cloud infrastructure concepts. GCP or AWS certification is a plus.
• Degree in Computer Science, Engineering or similar field
• Experience with GSIs (EY, Deloitte, Accenture, etc), would be beneficial, but not required.
• Experience with common support and API tools such as Zendesk, JIRA, Postman (or other similar tools)
• Patient and effective communicator - written and verbal

About us

Since launching in 2014, we have been on a mission to fight financial crime on a global scale. In that time, we have raised over $88m in funding, opened offices in New York, Singapore and Romania, and have grown to over 260 employees, and we're not stopping there!

We aim to grow to over 350 employees in the next 12 months, as we continue to fight the good fight against financial crime and help make compliance less painful for our client base of over 450 customers across 45 different countries. We're leveraging game-changing tech to help us on our mission, building our platform around AI, Machine Learning and Big Data, meaning that our platform is unrivaled in its capabilities.

No fight against crime is complete without the right values, and we take ours very seriously!

Focus on the Team - We're Collaborative, Human, and Humble

Kaizen - We're Curious, Proactive and Agile

Deliver Results - We're Tenacious, Accountable and Focused

We can only defeat financial crime if we have the right people with the right values in place to do so, and we're committed to investing in passionate people who are experts in their field. Our culture and working environment is second to none.

What’s in it for you?

• Competitive Salary

• Equity as we want you to have a part of what we are building

• Unlimited Time Off Policy- A work-life balance and focus on our wellbeing are critical to keeping us performing at our best.

• Hybrid/Remote working- We want you to strike a balance and be where you do your best work. You will work with your manager to agree on what is best for you and your team

• You will also get an annual budget to kit out your home office

• Opportunity to work on innovative projects with smart like-minded people who are keen to share their knowledge and continuously improve

• Annual learning budget to drive your performance and career development

• Company Pension Scheme

• Company Health Care Plan

• Travel - season ticket loan

• Cycle to work scheme with Evans Cycles