Technical Account Manager

July 18

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ComplyAdvantage

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The leader in AI-driven fraud and anti-money laundering (AML) risk detection

AML KYC Solutions • Transaction Monitoring • PEPs and Sanctions Screening • Adverse Media

201 - 500

Description

• Work hands-on with customers to demonstrate and communicate the value of ComplyAdvantage technology, whilst supporting the ongoing technical implementation • Partner with Customer Success to manage the overall Customer Relationship, with a focus on owning the relationship with your Customers key technical stakeholders • Regularly reviewing Support Cases relating to your customers, taking ownership of complex and challenging technical issues to assist the front-line • Manage internal and external customer stakeholders, owning communication relating to technically challenging ongoing issues and projects • Serve as the lead technical liaison between customers and cross-functional internal teams (Engineering, Product, Customer Success etc.) • Be your Customers’ technical trusted advisor and confident point of contact for all technical escalations • Lead and present Support Governance reviews to report on overall Support activity including SLA attainment • Build and deliver sophisticated training & demonstrations around ComplyAdvantage’s solutions and products • Work closely with your Customers' development teams to help with API integrations, verifying implementations, DDQ's and supporting all related technical requirements. • Lead customer project scoping calls to gather technical product requirements and engage with the Product team to brainstorm and build solutions presentations • Know the product and capabilities inside out - Being incredibly hands-on with all aspects of ComplyAdvantage solutions whilst also being able to connect with your Customers' Business goals & objectives • Proactively identify areas of improvement/expansion in clients' use of platform; make recommendations to maximize value

Requirements

• 2-3 years Solution Consulting / Technical Account Management experience with a proven track record of working with large Enterprise size clients. • ​​Analytical mindset with problem diagnosis and troubleshooting skills • Outstanding presenting skills to technical and executive stakeholders, whether impromptu on a whiteboard or using presentations and demos. • Demonstrated experience supporting large key accounts with a goal of renewal, expansion and overall Customer Satisfaction • Able to think creatively in complex situations and provide value in the development of strategic plans for an account • Preferred, but not required, is experience related to: Fraud, AML, KYC, Data integrations, SaaS, banking and financial services • Excellent understanding of software systems and technologies • Experience of working directly with API integrations, with being able to talk through with developers in technical detail • Understanding of Cloud infrastructure concepts. GCP or AWS certification is a plus. • Degree in Computer Science, Engineering or similar field • Experience with GSIs (EY, Deloitte, Accenture, etc), would be beneficial, but not required. • Experience with common support and API tools such as Zendesk, JIRA, Postman (or other similar tools) • Effective communicator - both written and verbal

Benefits

• Equity as we want you to have a part of what we are building • Unlimited Time Off Policy- A work-life balance and focus on our well-being are critical to keeping us performing at our best • Hybrid working- We want you to strike a balance and be where you do your best work. You will work with your manager to agree on what is best for you and your team • Opportunity to work on innovative projects with smart like-minded people who are keen to share their knowledge and continuously improve • Annual learning budget to drive your performance and career development • Parental leave and childcare benefits • Life Insurance to protect your loved ones • Medical (100%), Dental (90%), and Vision (80%) contribution • Access to retail discounts (TriNet) • Pre-Tax transit benefits