Technical Account Manager

3 weeks ago

Newmarket, Canada ALT 5 Sigma Full time

ALT 5 Sigma is seeking a Technical Account Manager (TAM) Analyst to maintain and grow Institutional Technical relationships, implementations and integrations. Technical Account
Managers (TAMs) work in close alignment with Sales, Account Management, Product, Support
and Engineering teams to ensure ALT 5’s products and services meet & exceed clients’
expectations.

As the trusted technical advisor to ALT 5 customers, the TAM is responsible for the health &
growth of ALT 5 technology and integrations within their book of clients. Also the TAM serves as
the point of contact for technical service escalations.

The TAM is accountable for developing and reinforcing strong and effective client relationships,
particularly with key stakeholders and decision makers. The launch and testing of new products
and services rely on the trusted relationships developed by the TAM.

What you'll be doing:
Work with Sales and Account Managers to take ownership of all technical initiatives for
designated accounts.
Work in tandem with Account Managers to map out account structure, identify decision
makers and establish touch points for technical operations.
Gather product requirements from customers and advocate these requirements within
ALT 5 Product and Engineering teams. Work closely with product teams to provide
product roadmap updates to customers.
Develop a comprehensive understanding of customer environment and operational
constraints. Ensure that any customer configurations are documented and part of the
product development lifecycle.
Work with assigned accounts to establish a well-defined technical and business process
for cloud and on-prem deployments. Coordinate go-to-market for new product features
to ensure the best customer experience.
Provide detailed reviews of operational performance of account, metrics and service
disruptions to management team and customer,
Provide API development support & guidance to clients during onboarding for clients
utilizing the ALT 5 API suite across all product lines, including best practices guidance
Assist Support Engineers in troubleshooting technical issues and service outages for
assigned accounts.
Responsible for escalation to ALT 5 senior management to ensure timely resolution of
service outages.
Create, document, and review the tools needed to effectively sell clients on new
integrations and products through the use of apis and developed software

What we look for in you:
2+ years of working experience; Bachelor’s Degree in Computer Science, Math, or related
field required or equivalent work experience
Proven experience assisting applications/technical deployments in a client facing role
Hands on experience working with standard trading API protocols including FIX, REST
and Websockets
Proven understanding of enterprise software architecture, networking, and cloud
services
Exceptional interpersonal skills. Ability to engage decision makers on product and
technology
Ideal candidate must be self-motivated and develop a deep understanding of ALT 5
product and technical stack
Organized and analytical. Able to distill sophisticated and ambiguous requirements into
clear results
Knowledge of Python or another programming language is a plus

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