Technical Account Manager - Engine by Starling

Starling•Toronto, ON

2h•Hybrid

About The Position

Engine by Starling is Starling’s software-as-a-service (SaaS) business, offering the technology that powered Starling Bank to other banks and financial institutions globally. They aim to enable these institutions to benefit from innovative digital features and efficient back-office processes. The company fosters a fast-paced environment focused on building, creating new technology, and disruptive fintech. They operate with a flat structure to empower decision-making, with innovation and collaboration at the core of their work. Engine by Starling values self-driven individuals who take ownership, focusing on building, designing, discovering, sharing knowledge, and ensuring efficient processes to deliver customer value. Their purpose is underpinned by five values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness. They have a Hybrid Working approach, preferring employees to be located within a commutable distance of their Toronto office for in-person interaction and collaboration.

Requirements

Experience in a Service Desk or client-facing platform support management role.
Proven experience in incident and problem management.
Technical aptitude and curiosity, with experience working with cloud-based SaaS systems.
Strong presentation, communication, and facilitation skills, with the ability to convey complex technical concepts to non-technical stakeholders.
Excellent interpersonal skills and the ability to build strong relationships with clients and key stakeholders.
Inquisitive with strong analytical skills and a strong attention to detail when understanding client issues, needs, and concerns.
Confidence to ask insightful questions and engage in conversations with senior bank executives.
A self-motivated and proactive individual who can work effectively in a highly autonomous environment.
Ability to work confidently and effectively in a collaborative, flat-structured team environment.
Experience with SaaS, APIs or cloud platforms is helpful.

Nice To Haves

If you’re curious, technically capable, great with people and you enjoy untangling complex problems, we’d love to chat.

Responsibilities

Build and maintain strong, enduring relationships with clients, understanding their needs, goals, and challenges.
Serve as the bridge between Engine and our clients, managing all aspects of the client support and experience.
Engage with product/service owners and incident management specialists within our clients' organisations.
Participate in monthly and quarterly business reviews with the Client Relationship Director/Engagement lead to discuss strategic initiatives and platform performance.
Engage in clients' quarterly planning processes to understand their roadmap and align on business requirements.
Provide regular, transparent updates to clients on changes, categorised as Critical Path, Immediate Impact, and Roadmap items.
Collaborate with internal teams, including Solutions Architects and Product Owners, to establish estimated delivery timelines for client requests.
Communicate and coordinate platform changes, assisting with the creation of client release notes for major API updates.
Provide technical support and troubleshooting for clients, helping to identify, assess, and triage issues based on severity and impact.
Guide clients on the optimal use of our product, ensuring they get the best value from its technical features.
Facilitate ongoing technical support by collaborating with engineering teams to troubleshoot and resolve issues.
Assist new clients with the onboarding process, guiding them through the run process and supporting them during the UAT phase of project delivery.
Regularly review and update knowledge base materials and runbooks to ensure accuracy and relevance.
Gather valuable feedback from clients on our product and services, relaying this information to our Technology and Product teams to inform future improvements.
Contribute to the continuous improvement of our Engine documentation.
Participate in an On-Call rotation with the other Technical Account Managers to support our clients out of hours.