Technical Account Manager
3 weeks ago
See yourself being part of a large, transformational change? This could be the role for you
Who We Are
At Iress, we believe technology should help people perform better every day. Since our beginning in 1993, people across financial services have trusted us to take their performance to the next level. From the world’s most established financial brands to new and disruptive players, we help improve every aspect of our clients’ businesses so that they can work better, every day.
Iress is one of Australia’s largest technology companies and employs more than 1900 people across Australia, United Kingdom, South Africa, Canada, New Zealand and Asia.
Role Purpose
To enhance the current accounting management team Iress are looking for a technical account manager for a newly created position to join the team.
Who will be accountable for working within account management to achieve organic growth and client retention by ensuring clients are set up to get the most out of Iress’ products and services. As a technical account manager, you will be crucial in ensuring customer satisfaction by addressing their technical and workflow needs. Your responsibilities will also span pre
- and post-sales processes, making you a vital link between our customers and our technical solutions. To meet mutual objectives, the technical account manager consults with other functions, including solution design, product support, client delivery and account management.
Your objectives and responsibilities will focus on...- Provide accurate technical and workflow assistance to customers before and after the point of sale.- Work with clients to implement and ensure the adoption of Iress products.- Address product-related queries promptly and train customers on effective product usage.- Relay customer feedback to product support or developers to enhance existing features or identify potential new ones.- When identified, report on product performance with appropriate recommendations.- Understand customer requirements and recommend upgrades or additional features.- Proactively educate clients on new release functionality or features and the benefits this brings to their business.- Effectively articulates Iress roadmaps, enhancements, and upgrades to clients and users at all levels and manages upgrade processes where required.- Collaborate with the account management team to win new business and increase sales.- Establish and promote best practices, ensuring scalability and supportability of our client implementations.- Achieve agreed client satisfaction targets by regular proactive client engagement and identifying opportunities for additional services.- Work with required teams to support the efficient delivery of new and enhanced product features, workflows, and propositions to the market.- Serve as an escalation point, occasionally assisting with support inquiries to uphold an optimal client experience.- Maintain, update and use CRM tools with accuracy and timeliness, record all material client interactions, and maintain an up-to-date activity register at all times.
To be successful in this role you will have- Strong commercial and business acumen.- Deep understanding and knowledge of Industry practices, business environment and technology requirements.- Strong knowledge and problem-solving abilities with networking, hardware, operating systems, software and system integrations.- Excellent communication, relationship building and networking skills.- Excellent analytical skills to evaluate the client, competitors, and industry landscapes and make recommendations to drive profitability and gain market share.- Strong influencing, negotiation, critical thinking and problem-solving skills.- Strong team working ability, effectively collaborating and coordinating with other Iress teams.- Ability to work effectively under pressure and consistently deliver excellent service.
Why work for us?- 8 additional paid days per year to extend your weekends- State-of-the-art offices- New Short-Term Incentive and Recognition program.- Casual dress, flexible work policy- Generous referral bonus scheme- Access to learning and development programs through Udemy- 3 days’ leave per year for charity initiatives- Global 36-hour hackathon- Starting school leave - paid leave to assist your kids with the transition to school- Enhanced paid parental leave for primary carers
Employment Type
Employee
Time Type
Full time
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