Senior Technical Account Manager, Beacon Platform

• 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 at least one of the following languages: C++. Rust, 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

Desirable

• 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
• 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