Intercontinental Exchange Holdings, Inc. Technical Account Manager in New York, New York
ICE Data Services, Inc., a subsidiary of IntercontinentalExchange, Inc., is looking for a Technical Account Manager (TAM) to join ourNew York office. The real-time data-feed division of IDS provides market dataand trading infrastructure to the financial services industry, including buyand sell side firms and ISVs. As a TAM,you will be assigned to a number of strategic, tier 1 and high value customersand will be expected to build up a deep understanding of the real-time IDSservices in order to provide the best level of service to our customers.
A TAM is expected to become a technical and content expert in ICE DataServices real-time solutions product portfolio and will act as a domain levelexpert to the client as well as the Account Management and Sales organization. Pro-actively organizing customer meetings,technology and content workshops, product and strategy presentations, as wellcoordinating all efforts around service delivery on an ongoing basis will allbe an integral part of the role.
The Technical Account Manager has essentially 3key remits across all assigned accounts:
1. Maximize current service experience
TheTechnical Account Manager ensures the infrastructure in place is optimized andfuture proofed to deliver the services in the best possible way. Any current or future capacity/performanceconstraints or technology obstacles are understood and mitigated ahead of time
TheTechnical Account Manager purposely navigates and networks within these tier 1accounts to partner with key business sponsors and technical leads to driveincreased adoption and usage of our data across an as wide user and applicationbase as possible
TheTechnical Account Manager has access to key technology, operations and businessstakeholders at all assigned accounts and ensures they are aware of andleveraging the latest technologies and features available to derive the mostvalue from the services currently contracted for
TheTechnical Account Manager is aligned with Client Services and is fully up todate on all ongoing service incidents and acts as a point of escalation to helpresolve and if necessary, expedite, any perceived issues impacting service
In addition,the Technical Account Manager works closely together with Client Services,Delivery, Customer Engineering and Exchange Relations to oversee any projectrelated work (upgrades, migrations, decommissions) as the central point ofcontact2. Alignmentof customer's service aspirations with ICE Data Services product roadmaps
TheTechnical Account Manager has an expert view on all real-time solutions productroadmaps and ensures the relevant stakeholders on the customer side have a goodappreciation of upcoming new content additions, technology enhancements andstrategic product launches ahead of time. The customer has early access to this information to allow for feedbackwhich in turn would be fed into the priority setting by IDS product managementand the business leaders
TheTechnical Account Manager has a deep understanding of the tactical andstrategic business development roadmaps on the customer side to help drive andalign our own product roadmaps accordingly ranging from new or changing contentrequirements, adaption of or migration to new technologies as well asunderstanding competitor offerings that might be considered superior andundermine our strategic position if not addressed3. Conductservice satisfaction surveys
TheTechnical Account Manager performs a regular service satisfaction reviewsoliciting feedback from senior stakeholders by means of a formal surveytemplate
Thesurvey results allow ICE Data Services to document and score customersatisfaction rates across multiple disciplines, allowing us to trend (andaddress) the client's perception of ICE Data Services over time, and understandhow we perform relative to other competitor services used
Thesurvey results across all Technical Account Manager accounts are summarized inan executive management report on a yearly basis to help drive internal effortsto enhance service and product areas and help accelerate revenue growth
Knowledge and Experience
Several years' experiencein the market data, front office and/or electronic trading domain in aTechnical Account Management, Pre-Sales, Support or Product capacity, havinghad significant exposure to associated technology, terminology, vendors,trading venues, regulation
Excellent understanding offinancial markets, the trading life cycle and related terminology
Content specialist acrossvarious asset classes covering real-time data as well a reference andhistorical data
Attention to detail in allaspects of work is essential, diligence
Confident and professionalcommunicator
Logical and methodical attrouble-shooting
Comfortable followingestablished processes and procedures.
Accountability, alwaysputting the client's interests first
Ability to multi-task and prioritizeunder pressure, while maintaining high quality output and deadlines
Excellent time managementskills
Expert user of MicrosoftExcel, Visio, PowerPoint
Basic understanding ofnetworking, infrastructure and associated protocols
UNIX or similarcommand-line experience (desirable)
Programming experience at some level in Java, C# or C++ (desirable)
IntercontinentalExchange, Inc. is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receiveconsideration for employment without regard to race, color, religion, gender,sexual orientation, gender identity, national origin or ancestry, age,disability or veteran status, or other protected status.
Job Type: Standard
Intercontinental Exchange is an Equal Opportunity Employer and is committed to diversity in its hiring and business practices. All qualified candidates are encouraged to apply.