About the job

TS Imagine, the world's leading provider of real-time trading, portfolio and risk management solutions for the financial services industry, is looking for a Technical Account Manager to join our growing team. Technical Account Managers are the primary point-person for their accounts who forge strong relationships and help clients grow their business by getting the most out of the TS Imagine product suite.

Who will love this job 

• An ambitious and driven individual – you have the energy to maximize customer satisfaction and retention through first rate levels of service and follow up
• A strong communicator – you are adept at building and maintaining trusted and respected relationships with clients and colleagues at all levels
• A self-motivator – you can work effectively in a fast-paced business environment, managing multiple tasks and deadlines

What you’ll do

Client Relationship Management

• Build a relationship with our clients as a primary point of contact and gaging a good understanding of their business strategies across all asset classes
• Provide regular visits, phone calls and updates to the client to ensure client is sufficiently serviced and expectations are managed
• Understand the client’s internal structure of stakeholders and ensure a relationship is formed with key members from every group (trading desk, IT, COO, compliance)
• Maximize revenue opportunities for the company to existing clients by identifying upselling opportunities
• Identify any potential opportunity or threats with other competitive solutions that may be on the client’s desktop
• Identify potential risks due to support or product gaps in a pro-active manner
• Identify any risks to the business due to consolidation or downsizing
• Provide feedback internally and keep up to date information and reporting through Salesforce.com
• Assist our sales team in marketing campaigns across our existing clients
• Facilitate client entertainment and networking events
• Provide point of escalation for any ongoing support issues
• Provide high-level business updates to internal stakeholders at TS Imagine

Ongoing Technical Account Management

• Liaise with clients in order to identify and understand their business requirements
• Create statements of work that define proposed solutions. If requirements are complex or large, engage the Professional Service team
• Liaise with other departments within TSI in order to deliver on the client requirements
• Provide regular training and demonstrations on new product features or to new users and documenting and communicating feedback
• Liaise with brokers, dealers and venues to give client access to their required execution destinations
• Provide a TSI roadmap update on a quarterly basis and record the minutes and follow up actions in Salesforce
• Manage regular TSI upgrades to latest version
• Provide release notes to clients with every back end (TSOM) release and for TradeSmart releases taken
• Review client issues, requirements and workflows on a regular basis
• Manage communication and follow up on any major production incidents for client accounts
• Identify and manage resolution of any re-occurring support issues
• Assist with trouble shooting where required
• Create and maintain client workflow documentation
• Log all time in FinancialForce

You should have

• Bachelor’s degree or equivalent
• Technical understanding and knowledge of buyside workflows in the front office, with a specific focus in Equities, Listed Derivatives and at least one of the following: fixed income, crypto, FX
• Thorough and hands-on knowledge and experience of order and execution management workflows and functionality
• Understanding of financial markets products, a broad understanding of the electronic trading process and related regulation, risk and operations and associated front office order execution and order flow requirements
• A strong network of relevant contacts within the buyside community
• Highly proficient communication skills, both written and oral
• Ability to positively engage with and contribute to the wider global team
• Willingness to work occasional evenings and/or weekends to accommodate client deadlines and time-zone differences.
• Ability and willingness to provide leadership to more junior members of a team
• Proficiency with tools such as Salesforce, JIRA, Confluence, PSA
• Languages English; Cantonese; Mandarin are an asset

Why TS Imagine / Benefits

• Vacation and Personal days
• Annual bonus and salary review
• Training budget $1,500
• Health insurance
• Life Insurance
• Mandatory Provident Fund coverage