Head of Technical Account Management, Beacon Platform

• If you are a leader of high-performing teams, focused on high-quality client engagement and a strategic thinker with a passion for transforming financial markets, we want to talk to you!
• 10+ 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, ideally with large corporations
• 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

Desirable

• In this role, as Head of the Technical Account Management team, you will have ownership and responsibility for leading and contributing to the Technical Account Management function at Beacon
• You and your team play a crucial role in the adoption of Beacon’s offerings, renewals and growth of existing business
• Manages relationships with clients and helps them drive value from Beacon Platform by understanding their needs and helping them solve problems
• Works closely with the Account Management team to understand client needs, drive feature adoption/user expansion, and uncover opportunities for client projects/professional services
• Acts as an escalation channel for clients, partnering with the Client Support desk to resolve support incidents, understand support trends/root causes, and ensure a positive support experience for clients
• Works with Beacon Product Management/Engineering teams to champion the interests of their clients and inform product roadmap and feature request decisions, representing the Voice of the Customer
• As Head of the TAM team, in addition to the activities above that you will undertake for the clients you directly cover, you will also manage a team of TAMs, ensuring the team goals are aligned with the broader Beacon goals, collaborating with your team to ensure we are focused on customer success as well as helping to drive the standardization of our operational processes, identifying opportunities to make our teams more effective, and implementing new processes as we grow and scale
• This role will report directly to the Senior VP of Solutions and Delivery, a member of Beacon’s Executive Committee
• Proactively manage relationships with a 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 facilitate the resolution of technical incidents and questions, with a strategic focus on driving internal efficiencies to ensure a positive support experience for our clients
• Understand and synthesize themes from Beacon customers and effectively communicate those themes internally at Beacon, including having a view on relative prioritization to help ensure we are reflecting the ‘Voice of the Customer’ for Beacon
• Manage and develop talent within the TAM team, including capacity management and forward planning for the growth of the team based on the pipeline and current client alignment of the team
• Ideate and support projects to continuously improve the policies and tools that Beacon uses to service its customers and measure our success