Dealogic

  • Technical Account Manager

    Job Locations US-New York
    Posted Date 3 months ago(01/03/2018 16:00)
    Job ID
    2018-1618
    # of Openings
    2
    Category
    Information Technology
  • WHY DEALOGIC

    WHY DEALOGIC?

    Dealogic is the market leader in creating capital market analysis applications. The Dealogic platform is used by the top 50 investment banks to increase their position in the market through better strategy & execution management.

    By hiring, and retaining, top talent, Dealogic is rapidly developing into a dynamic company to work for, offering career development and opportunities to work on innovative products.

     

    Growth & Improvement is highly valued, and you can expect to be fully supported, both by your line manager, using our career framework, and through internal training.

     

    Training & Education is provided in support of your personal development, including structured training sessions, to improve core skills, as well as attending Technical/Business oriented workshops.

     

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    THE TEAM

    Technical counterpart to Coverage team for identified strategic clients.  Act as the primary technical point of contact for named clients.  The Technical Account Manager will possess in depth knowledge of client’s technical environment, provide technically thought leadership, build high-level relationships and confidently represent Dealogic as a senior technical contact for the named client.

     

    THE ROLE

     

    PROACTIVE

    • Work with Coverage team and identify key stakeholders at a given client and understand/document each role to help navigate through Dealogic endeavours efficiently.
    • Establish ongoing dialogue and develop in-depth relationships with identified technology stakeholders at client.
    • Own and lead regular status calls.
    • Regularly (quarterly at a minimum) meet with key client relationship stakeholder(s) to discuss ongoing projects and long term goals.
    • Conduct regular (quarterly) informational sessions for all Dealogic resources associated with the named client to debrief ongoing projects and long term goals.
    • Facilitate and ensure technology health checks are completed and reviewed for both deployed and managed services clients.
    • Ensure to maintain a published inventory of documents related to the client (Client Dashboard).  This includes subscribed products and services, technical environment details, and customizations.
    • On boarding: Prospective clients, New product and service offerings for existing clients
    • Work closely with Coverage team during the pre-sales technical process for existing and prospective clients to drive new product and service offerings. This may include: managing technical feasibility study, facilitating/presenting technical proposals and documentations and managing security reviews and questionnaires in collaboration with ITG.
    • Function as a stakeholder for Project Manager. Follow through and collaborate with Project Management to ensure successful implementation.
    • Manage post-delivery phase by ensuring necessary resources are aligned for support.
    • Drive and schedule upgrades to keep clients on latest product version with an emphasis on value added to both client and Dealogic.
    • Monitor Client Satisfaction - Perform regular analysis of support issues and resolution times for a named client and measure against Technical SLA (Standard response based SLA).

    REACTIVE

    • Facilitate requests from client
    • Validate the requirements in collaboration with Dealogic internal teams.
    • Product enhancements and bug fixes, custom requirements, etc.

     

    • Own Incident and Issue Management
    • Coordination of necessary resources to ensure critical issues are resolved in a timely fashion.
    • Ensure timely/sufficient communication internally and externally to the clients during an investigation.
    • Ensure investigations are properly closed with agreed follow-ups (Produce TRRs and distribute as needed).
    • Own and close follow-ups

     

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    Keeping in mind Dealogic core values both in the way you work and interact with others;

    Stay Curious, Think Big: Look beyond the obvious and ask why; Be bold, think ahead and innovate; Encourage intelligent risks in pursuit of success

    Value Driven, Client Focused: Seek to create value beyond expectation; Always work with the client in mind; Develop and foster long term partnerships

    Trust Explicitly, Work Transparently: Work together and trust people to deliver; Share knowledge to build expertise; Nurture an inclusive and open culture

    Decide it, Own it, Get it Done: Promote accountability and assume ownership; Be decisive and take effective action; Lead by example, not by title

    Perform with Passion, Strive to Grow: Challenge yourself and each other to be your best; Recognize people for making this company great; Have fun and enjoy life at work

    • Bachelor's Degree or higher or equivalent
    • Excellent standard of written and spoken English
    • Project Management Certification (desirable)
    • Confident and assertive approach with the ability to deal with difficult situations.

       

    • Ability to network and build trust both internally and externally.
    • Ability to navigate and bring clarity to complex situations.
    • Ability to understand problems to determine and maintain strategic focus.
    • Ability to understand impact and set appropriate priority/work to strict targets and deadlines.
    • Experience of prioritising and re-prioritising where necessary due to conflicting demands.
    • Excellent communication skills with the ability to deal with stakeholders at all levels.
    • Comfortable working in a change environment and working in ambiguous situations.
    • Inquisitive nature with experience of challenging other’s ways of thinking.
    • Excellent and broad understanding of technology and business, with experience of communicating effectively between both areas.
    • Experience in a leadership role.
    • Managed and delivered complex projects.
    • Experience in dealing with client relationships at all levels
    • Prior Experience in a Technical Account Management Role (desirable)

       

    • Experience in the financial services industry (desirable)

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