Technical Account Manager

Job Purpose

The real-time data feed division of ICE Data Services (IDS) provides market data and trading infrastructure to the financial services industry, including buy and sell side firms and ISVs. Its flagship streaming data feed product, the ICE Consolidated Feed, offers cost-effective, low latency access to depth-of-market data and multi-asset content powering proprietary or 3rd party applications and desktops across the front, middle and back office. This streaming service is complemented by a state-of-the-art historical data capability, ICE Data Vault, a cloud-based platform that enables market participants to easily manage and source large amounts of deep, historical tick data.

As a Technical Account Manager, you will be assigned to a number of strategic, tier 1 and high value customers and are expected to build up a deep understanding of the real-time IDS services your accounts are contracted for, the underpinning infrastructure as well as the customers use of these services in downstream applications and users. 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 organisation to provide the best possible service to these strategic accounts as well as growing our footprint of services and infrastructure over time.

A Technical Account Manager is expected to become a technical and content expert in ICE Data Services real-time solutions product portfolio and will act as a domain level expert to the client as well as the Account Management and Sales organisation. Pro-actively organizing customer meetings, technology and content workshops, product and strategy presentations, as well coordinating all efforts around service delivery on an ongoing basis will all be an integral part of the role.

This role is ideally suited to a self-motivated individual who relishes being at the forefront of business activities and thrives on their own successes and those of the team and wider ICE Data Services organisation. Candidates must possess strong communication skills and have a solid technical background, good knowledge of the market data and trading environment from a technology, development, content and networking perspective as well as previous management experience. This is a customer-facing role and requires an ability to think on your feet, from both a business and technical perspective.

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, Client Services, Delivery, Customer Engineering, Exchange Relations, Sales and Pre-Sales, Product Management and the ICE Data Services leadership team.

Responsibilities

• Maximise 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.
  
  
  • The Technical Account Manager purposely navigates and networks within these tier 1 accounts to partner with key business sponsors and technical leads to drive increased adoption and usage of our data across an as wide user and application 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 Client Services 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.
  
  
  • In addition, the Technical Account Manager works closely together with Client Services, Delivery, Customer Engineering and Exchange Relations to oversee any project related work (upgrades, migrations, decommissions) as the central point of contact.
  
  
  
  



• Alignment of customers service aspirations with ICE Data Services product roadmaps
  
  
  
  • The Technical Account Manager has an expert view on all real-time solutions 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 clients 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 summarised 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.
  
  
  
  

Knowledge and Experience

• Several years experience in the market data, front office and/or electronic trading domain 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 covering real-time data as well a reference and historical data


• Project management experience



• Looking to get Placed? Try our Placement Guarantee Plan

  Get Hired
  Attention to detail in all aspects of work is essential, diligence


• Confident and professional communicator, both written and in front of 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 clients interests first


• Ability to multi-task and prioritise under pressure, while maintaining high quality output and meeting deadlines


• Strong presentation skills


• Excellent time management skills


• Fluent in English, fluency in a secondary major European language an advantage


• Expert user of Microsoft Excel, Visio, PowerPoint


• Understanding of networking and associated protocols


• UNIX or similar command-line experience (desirable)


• Programming experience at some level in Java, C# or C++ (desirable)

Schedule

T his role offers work from home flexibility of up to 2 days per week.