Senior Technical Account Manager, EMEA

Job Overview

The Senior Technical Account Manager manages relationships with clients and helps them drive value from Beacon Platform by understanding their needs and helping them solve problems.

The Senior Technical Account Manager works closely with the Client Support desk to resolve support incidents, understand support trends/root causes, and ensure a positive support experience for clients.

The Senior Technical Account Manager also works closely with the Sales and Account Management team to understand client needs, drive feature adoption/user expansion, and uncover opportunities for client projects/professional services.

Finally, the Senior Technical Account Manager works with Beacon Product Management/Engineering to champion the interests of their clients and inform product roadmap and feature request decisions based on the Voice of the Customer.

 Responsibilities and Duties

• Proactively manage relationships with a small portfolio of clients throughout their Beacon journey (signing, onboarding, go-live, etc.). Conduct regular touchpoints and business reviews to discuss client needs, support, and insights.
• Develop expertise about your clients, their business, and their use of Beacon; build internal knowledge/health metrics/reporting about your clients and scale across Beacon Sales, Product Management/Engineering, Client Support, etc.
• Drive adoption and expansion by supporting the rollout of new features and helping the customer set and achieve objectives with Beacon Platform; coach customers on best practices to get the most out of the platform.
• Work closely with clients and Beacon Client Support to resolve technical incidents and questions.

Required skills and experience

• 5+ years of experience with a relevant software vendor, consultancy, or market participant; ideally in a customer support, technical account management, or software development role
• Experience managing relationships with clients/stakeholders and managing external projects
• Experience with Python
• Experience with SDLC tools and agile development
• Strong analytical and problem-solving skills; hands-on approach to resolving technical issues
• Excellent verbal and written communication skills; strong attention to detail
• Persistence and adaptability – expect and embrace change and challenges in a start-up environment
• Sound understanding of energy commodity derivative markets, trading lifecycle, and risk management

 Preferred skills and experience

• Knowledge of fixed income, equity, FX/IR derivative markets
• Experience with cloud infrastructure, Docker, Linux administration

What You'll Love About Beacon

• Unlimited PTO - This isn’t your typical unlimited PTO plan. All employees take at least 20 days off a year. After that? Take the time off to strike the perfect work/life balance for you.
• BUPA Health, Dental, and Cash Plan
• 10 paid company holidays
• Pension scheme with company match
• Charitable donation match
• Access to Udemy - An online learning and teaching marketplace with over 185,000 courses. Learning opportunities include programming, marketing, data science, communication, and much more.
• Innovative Culture - Our employees have a voice and can make a big impact across the organization. A lot of people in large companies don’t feel connected to what they’re doing and feel like they’re put in a box. Here you will have the freedom to be creative and innovative. We’re looking for smart and driven people to help get us to the next level.