Technical Account Manager

Intercontinental Exchange Holdings, Inc.•New York, NY

20h•$70,000 - $125,000

About The Position

The Connectivity division of ICE Fixed Income & Data Services (FIDS) provides network connectivity and colocation services to the global financial industry. Through the ICE Global Network, customers connect to ICE/NYSE exchanges and clearing houses, access ICE Data Services content, and connect to third-party exchanges and financial content. FIDS Connectivity also provides hosting services in global financial data centers. The Technical Account Manager is assigned multiple strategic, high-value customer accounts and develops a deep understanding of their contracted IDS Connectivity services. The role builds trusted technical relationships with client stakeholders and sponsors, supports strong service delivery, and helps grow the use of ICE services and infrastructure. The TAM serves as a subject matter expert and technical liaison to clients and ICE Data Services Account Management and Sales teams. Activities include product update briefings, technology and content training workshops, service review presentations, support escalation management, and coordination of service delivery projects. The TAM also ensures customer configurations are optimized for performance, resiliency, and security. This is a customer-facing role suited to a self-motivated individual with strong communication skills, a solid technical background, specialization in financial service provider networks, familiarity with the global exchange landscape and standard market data and trading technology, and prior account management experience. The role requires the ability to respond effectively from both business and technical perspectives. The TAM works closely with ICE Data Services Account Management, Service Delivery, Customer Engineering, Exchange Relations, Sales and Pre-Sales, Product Management, and leadership. Salary varies by location: the stated base salary range is $75,000–$125,000 for New York and $70,000–$110,000 for Illinois, excluding uncapped sales commission incentives.

Requirements

At least 2 years of experience working for a service provider in Technical Account Management, Pre-Sales, Support, or Product Management.
Knowledge of US equity, options, and futures markets, trading technologies, market data vendors, trading venues, and market structure.
Project management experience.
Strong attention to detail.
Confident, professional communication skills and the ability to connect with customers.
Logical and methodical troubleshooting skills.
Comfort following established processes and procedures and identifying opportunities for process improvement.
Accountability and a commitment to putting clients’ interests first.
Ability to multitask and prioritize under pressure while maintaining high-quality work and meeting deadlines.
Strong presentation skills.
Ability and interest in building strong customer relationships and learning about trading technology.

Responsibilities

Optimize current customer infrastructure and future-proof it to deliver services effectively; identify and mitigate capacity, performance, and technology constraints.
Conduct regular resiliency and latency-optimization analysis to maintain peak performance.
Build relationships with business sponsors and technical leads at strategic customer accounts to increase adoption and usage of ICE Connectivity services.
Engage technology, operations, and business stakeholders to ensure they know about and use available technologies and features.
Stay aligned with ICE Network Operations, track service incidents, and act as an escalation point to help resolve or expedite issues affecting service.
Coordinate project-related work, including upgrades, migrations, and decommissions, with Service Delivery, Customer Engineering, and Exchange Relations, serving as the central customer contact through completion.
Communicate IDS Connectivity product roadmaps, upcoming content additions, technology enhancements, and strategic launches to customer stakeholders and gather feedback for product planning.
Understand customer business development roadmaps and align ICE product roadmaps with changing content needs, technology adaptations or migrations, and competitive considerations.
Conduct regular formal service satisfaction surveys with senior customer stakeholders.
Summarize survey results across assigned accounts in an annual executive management report to help improve services and products and support revenue growth.