Technical Account Manager

2 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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