Senior Technical Account Manager

At Engine by Starling, we are on a mission to find and work with leading banks all around the world who have the ambition to build rapid growth businesses, on our technology. 

Engine is Starling's software-as-a-service (SaaS) business, the technology that was built to power Starling Bank, and two years ago we split out as a separate business. 

Starling has seen exceptional growth and success, and a large part of that is down to the fact that we have built our own modern technology from the ground up. This SaaS technology platform is now available to banks and financial institutions all around the world, enabling them to benefit from the innovative digital features, and efficient back-office processes that has helped achieve Starling's success.

We are on a mission to find and work with leading banks all around the world who have the ambition to build rapid growth businesses, on our technology. We are looking for future leaders to come and join our team, to build client relationships, and work with them to understand their needs and how we can solve them with Engine's technology.

Who are Engine by Starling

Engine is the technology arm of Starling, headquartered in London with offices in Dublin, Sydney and the UK. We've recently launched in North America where we are establishing an East Coast HQ, as well as our presence in Canada. This role will be based in Toronto.

We have a Hybrid approach to working here at Engine - our preference is that you're located within a commutable distance of our place of work in Toronto so that we're able to interact and collaborate in person.

Travel (including international) may be necessary depending on the client and nature of the engagement.

About the role

As the inaugural Senior Technical Account Manager (TAM) for the Canadian region, you will be at the forefront of Engine's strategic market entry. This is a high-impact, executive-facing role, critical to the successful onboarding and sustained success of our newest, strategic Canadian Client. You will serve as the primary technical executive advisor, architecting a strong, foundational relationship that defines our regional credibility. 

Reporting directly to the Lead TAM, you will be instrumental in ensuring our strategic client maximises the value of our platform and achieves their business goals, all while architecting and owning the effective localisation of our established global customer success playbook for the unique requirements of the Canadian financial market. This senior position involves fostering trusted relationships with C-level and VP-level senior stakeholders within the client organisation, and leveraging internal Technology, Delivery, and Product teams to drive exceptional service and platform evolution.

Note: You will be required to participate in an On-Call rotation (e.g., 1 week every 8-10) with other global TAMs to support our global clients outside of standard business hours.

You can find out more about our TAM roles using this link here.

What you'll get to do:

Strategic Client Success & Market Establishment (40%)

• Drive the technical success strategy for our strategic Canadian launch client, focusing on achieving client satisfaction, maximum platform adoption, and driving quantifiable business outcomes.
• Guide the execution and localisation of the established global TAM strategy for the Canadian market, ensuring successful platform integration and adoption.
• Develop and execute joint success plans with the client, identifying and prioritising technical initiatives that secure the client's use case success.
• Direct and present during Monthly/Quarterly Business Reviews (QBRs), focusing on strategic alignment, platform performance, and identifying opportunities for key feature adoption growth and value realisation.
• Cultivate and maintain a trusted advisory relationship with the client's executive management team (VP and C-Suite), influencing their technical strategy and translating complex platform capabilities into clear strategic value for their Canadian market operations.

Technical Guidance & Incident Management (30%)

• Own and direct the end-to-end Major Incident lifecycle for the Canadian client, driving cross-functional resolution for all incidents.
• Oversee proactive Problem Management initiatives to identify root causes and mitigate systemic risks. 
• Oversee post-incident review (PIR) evaluation and documentation for all Major Incidents, ensuring 100% completion of preventative actions within a defined timeframe.

Global Strategy Execution & Product Influence (20%)

• Ensure successful implementation of global product changes and API updates within the client's environment.
• Synthesise and localise client feedback to identify market-specific product requirements.
• Serve as the primary voice of the Canadian client in global product forums, ensuring regional strategic requirements are appropriately weighted and incorporated into the international platform roadmap.
• Continually engage in the client's quarterly and annual planning cycles to ensure Engine's platform roadmap aligns with their critical Canadian market entry goals.

Knowledge Management & Mentorship (10%)

• Oversee the creation of Canadian market-specific knowledge assets (e.g., localised runbooks, best practice guides) to accelerate future TAM hires in the region.
• Act as the go-to regional technical expert, proactively supporting cross-training of internal teams (e.g., Sales, Delivery) on the nuances of the Canadian client's environment and integration.
• Maintain compliance with global knowledge management standards ensuring teams in other regions can support out of hours effectively

Requirements

• 7+ years of progressive experience in Technical Account Management or a Strategic Customer Success role, with a demonstrated focus on managing top-tier enterprise accounts or foundational market entry clients.
• Proven track record of successfully executing and localising a defined global strategy or methodology within a new market or region.
• Expert-level technical aptitude with cloud-based SaaS systems and APIs, demonstrated by the ability to troubleshoot and resolve complex technical issues with autonomy.
• Proven executive gravitas and effectiveness in influencing and guiding technical strategy with C-level and VP-level senior stakeholders in a major financial institution environment.
• Exceptional presentation and interpersonal communication skills, with a track record of successfully conveying complex technical concepts to non-technical executive audiences.
• Direct experience operating in or supporting clients in the Canadian market is highly desirable.

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

• First interview: ~45 minutes with Lead TAM
• Second Interview: ~1 hour with some members of the TAM team & Client Solutions delivery team, including take home test 
• Final Interview: ~45 minutes with our LTAM again and our VP of Client Solutions 

Benefits

About Us

You may be put off applying for a role because you don't tick every box. Forget that While we can't accommodate every flexible working request, we're always open to discussion. So, if you're excited about working with us, but aren't sure if you're 100% there yet, get in touch anyway. We're on a mission to radically reshape banking – and that starts with our brilliant team. Whatever came before, we're proud to bring together people of all backgrounds and experiences who love working together to solve problems.

Engine by Starling is an equal opportunity employer, and we're proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Engine by Starling are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. 

When you provide us with this information, you are doing so at your own consent, with full knowledge that we will process this personal data in accordance with our Privacy Notice. By submitting your application, you agree that Engine by Starling and Starling will collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we will process, where we will process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information.

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