ION · 3 weeks ago
Technical Account Manager
Jersey City, NJ
Full-time
Onsite
Mid, Senior LevelION is a rapidly expanding group providing trading and workflow automation software to financial institutions. The Technical Account Manager serves as the primary point of contact for customers, ensuring service delivery, managing relationships, and driving customer satisfaction through effective communication and expertise in ION's Fixed Income products.
AccountingAsset ManagementFinanceFinancial ServicesSoftware
Responsibilities
Through a positive constructive and consultative approach, the Technical Account Manager must work closely with teams across ION Markets to provide customers with a great experience of ION's service
Ownership and presentation of the overall ION Markets service delivered to the customer and their perception of it, including the delivery of upgrades, maintenance, new services, migrations, change requests and day to day operations
Maintaining a solid understanding of the customer's business, their ION Markets business flows, the markets and data setup, using this knowledge to provide business and functional expertise to the customer so they maximize the benefit from ION Markets services
Relationship management with the customer's business, technology, support operations and compliance
Management and ownership of the production service to ensure it is delivered to the customer in line with the contract, service definition and where applicable SLAs
Ensure production issues are resolved in line with clients’ priorities, assisting ION Markets teams through the provision of strong business domain expertise to assist in resolution
Analysis and documentation of customer requirements to ensure such requirements are clearly understood, together with how the service supports the requirement
Where enhancements are raised then agreement with the Product Management team(s) to determine if/how they will be progressed, or the Service changed
Management of the delivery of standard or BAU setup changes to hosted clients
Supervision of projects with clients, including the larger or non-standard changes for hosted clients, to assist the Project Management function with defining remediation plans and communicating with the client in presence of complex issues
Management & communication of critical production incidents
Whilst support will manage critical incidents through to service restoration, the Technical Account Manager should expect to assist using their business domain expertise and customer relationship
The Technical Account Manager should expect to take the lead with communicating any postmortem activities, explanation and write up
Manage multiple customers and deliveries at any one time, working constructively with relevant teams to ensure smooth delivery and compliance with the scope of work as per the contract, and drive priorities
Help drive customer change working with the customer and the product teams to plan and prioritize
Ensure effective, consistent and structured communication with customers, including ensuring meetings are documented and actions circulated in line with standards and stored centrally
Ensure all customer documentation and internal dashboards / workstreams / trackers are maintained to a high consistent standard in a timely manner for management review
Maintenance and regular review of the customer roadmap and needs, communicating customer direction and service utilization internally to the relevant teams
Provide expertise in the ION Fixed Income products to clients to help driving the adoption of the ION solutions in line with the clients’ business needs
Develop and maintain strong relationships with other teams including Support, Implementation, Product Management, and Sales
Positively represent ION Markets Technical Account Management to other ION teams and customers
Qualification
Required
Strong communication skills across all organizational levels within both ION Markets and customer organizations
Excellent interpersonal skills, with the ability to develop and maintain strong relationships with customers across multiple disciplines
Extensive business knowledge in fixed income trading with first-hand experience at either financial institutes or technology companies working within the financial markets space
Experience of delivering financial software services to customers and able to demonstrate a consistently high rate of customer satisfaction
Strong analysis skills, ideally demonstrating an analysis background with the ability to create clear, tangible requirements when analyzing complex tasks
Evidence of (or quickly develop a) good technical understanding of ION Markets applications and architecture, with the ability to confidently explain technical concepts to non-technical staff
The ability to recognize when to get involved with customer service issues to either provide support / guidance or take control, and authoritatively manage difficult situations to their conclusion
Experience in managing business critical production services for customers. The ability to manage and communicate a delivery plan and manage delivery negotiations effectively balancing ION's and the customer's objectives
The ability to manage and deliver to multiple customers simultaneously often with demanding timescales
Experience of successfully working with challenging customers and with complex business scenarios, demonstrating their own contribution to improve customer perception of the service and customer satisfaction
The ability to remain calm under pressure particularly when faced with difficult situations, showing a flexible approach and an ability to confidently find a way through such situations
Strong commercial skills with the ability to identify when requests are outside the service, ensuring chargeable work is accurately managed and reported to Finance
Strong ownership of their brief, escalating where appropriate whilst still retaining responsibility for resolving issues and delivering the service. A results-oriented approach to service provision
A positive approach to change; can identify improvements to advance the customer delivery service
Company
ION
ION Group provides solutions for electronic trading, position management, pricing, risk management, and downstream processing for clients.
Founded in 1998
10001+ employees
H1B Sponsorship
ION has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (1)
2022 (2)
2021 (4)
Funding
Current Stage
Late StageLeadership Team
Rich Grossi
Chief Executive Officer, ION Corporates
Sandra Timmoney
Chief of Staff to the CEO, Corporates
Recent News
2025-12-19
2025-12-04
2025-12-03
Company data provided by crunchbase