Technical Account Manager

KRM22•Chicago, IL

1d•Onsite

About The Position

A fantastic opportunity to join KRM22 as a Technical Account Manager and add value to a fast-growing international business within capital markets. About the business KRM22 listed on the London Stock Exchange in 2018 and has grown in the past eight years through a combination of acquisitive and organic growth with teams in London, Chicago, Prague and Amsterdam. Through its Global Risk Platform, KRM22 helps capital market companies reduce the cost and complexity of risk management by providing applications to help address firm’s trading and corporate risk challenges to manage their entire enterprise risk portfolio. About the Role Based in Chicago in The Loop, the Technical Account Manager is responsible for supporting KRM22 clients who use KRM22’s enterprise risk management software. The role is perfect for an individual with strong organizational skills, is an excellent communicator and thrives in working in a collaborative environment. The Technical Account Management team works closely with the Client Services team, to ensure high quality service delivery, and the Sales and Revenue team to identify opportunities for growth and development of the business.

Requirements

Excellent communication and interpersonal skills
A background in project management/delivery
Strong analytical and problem-solving skills
Proficiency in using ticketing systems to identify service level trends

Nice To Haves

Background working in a SaaS-based vendor environment
Background in capital markets (especially futures and options, but exposure to other asset classes welcome)
Understanding of post trade risk management
Experience supporting clients through software development lifecycles, e.g. enhancements
Experience managing client accounts, e.g. escalation management, senior client stakeholder engagement, comfortable going on-site for face-to-face meetings, etc

Responsibilities

Serve as the primary technical point of contact with assigned clients, building trust and long-term partnerships
Understand client goals and business context to tailor solutions and ensure alignment of the company’s service delivery with the client’s objectives
Project manage client engagements, e.g. onboarding new business to KRM22
Conduct regular service reviews with clients to assess satisfaction and identify opportunities for improvement
Act as a first escalation point of contact within KRM22 for client issues
Work closely with Development, Product and Support teams to ensure client needs are met and expectations managed
Identify upsell or cross-sell opportunities based on client needs
Collaborate on roadmap planning: sharing client feedback to influence product development