Senior Technical Account Manager

The role:

As we further scale and accelerate our enterprise Foreign Exchange and adjacent Capital Markets platforms, we are looking for dynamic technical account managers - to drive value for ION bank clients. With our market leading and expanding position across key institutions, we are seeking individuals that can distill and aid realizing success milestones with ION clients for our TAM/customer-success practice. 

Key responsibilities:

Build and execute the customer success strategy for our strategic Foreign Exchange sell-side trading and buy-side accounts

Develop a strong understanding of client business strategies; as a trusted advisor, position ION FX products to best assist clients on achieving business objectives

Continued garnering and elevation of knowledge in ION FX products, to aid new/existing customers on effective use of ION products, content, and technologies to promote maximum value for their specific use-cases

Manage client relationships, to ensure and mature high-quality interactions (responsiveness, precision, fitness, proactiveness)

Build close long-term relationships with assigned customers; proactively anticipating client challenges and risks while driving remediation plans to minimize churn

Monitor implementation, usage, customer health, competitive landscape, and other relevant data - in order to create a retention/advancement strategy

Profile and sanity review initiative requirements, during origination stage

Develop leads and connections with ION commercial account managers to aid growth opportunities (upsell and cross-sell)

Aid harmonization of client initiatives & associated priorities, in tandem with the ION Project Delivery, Client Services & Product practices

Manage a robust feedback loop to continually promote appropriate customer experience improvement

Adjacent teamwork duties to drive success:

Fluidly work with ION Commercial Account Managers to align overall customer success

Coordinate metrics/status/escalations with Client Services and Project Delivery

Contribute to ION customer-success automation-initiatives

Other duties:

We might ask you to perform other tasks and duties as your role expands.

Required skills, experience, and qualifications:

Proven track record in high-touch enterprise segments with B2B enterprise software platforms

Foreign Exchange and/or general Capital Markets domain experience at technology firms and/or financial institutions

Problem solving & consultative mindset to collaborate with clients on joint responsibilities

Ability to synthesize information from clients and internally

Commercial savviness (although not a direct commercial sales role)

Preferred:

Predilection for customer success automation

(New York only*) Estimated Salary range: 95,000 USD - 130,000 USD *Note: Disclosure as required by NY law

About Us:

We’re a diverse group of visionary innovators who provide trading and workflow automation software, high-value analytics, and strategic consulting to corporations, central banks, financial institutions, and governments. Founded in 1999, we’ve achieved tremendous growth by bringing together some of the best and most successful financial technology companies in the world.

• Over 2,000 of the world’s leading corporations, including 50% of the Fortune 500 and 30% of the world’s central banks, trust ION solutions to manage their cash, in-house banking, commodity supply chain, trading and risk.

• Over 800 of the world’s leading banks and broker-dealers use our electronic trading platforms to operate the world’s financial market infrastructure.

ION is a rapidly expanding and dynamic group with 13,000 employees and offices in more than 40 cities around the globe.

Our ever-expanding global footprint, cutting edge products, and over 40,000 customers worldwide provide an unparalleled career experience for those who share our vision.

ION is committed to maintaining a supportive and inclusive environment for people with diverse backgrounds and experiences. We respect the varied identities, abilities, cultures, and traditions of the individuals who comprise our organization and recognize the value that different backgrounds and points of view bring to our business.

ION adheres to an equal employment opportunity policy that prohibits discriminatory practices or harassment against applicants or employees based on any legally impermissible factor.