Murex is a global fintech leader in trading, risk management and processing solutions for capital markets.
Operating from our 19 offices, 3 400 Murexians from over 65 different nationalities ensure the development, implementation and support of our platform which is used by banks, asset managers, corporations and utilities, across the world.
Join Murex and work on the challenges of an industry at the forefront of innovation and thrive in a people-centric environment. You’ll be part of one global team where you can learn fast and stay true to yourself.
The team:We are seeking a proactive and client-focused Technical Account Manager (TAM) to act as a trusted advisor and technical advocate for our SaaS clients. The TAM will ensure our technical services deliver maximum value through proper planning and delivery of technical engagements, providing technical guidance, and ensuring operational excellence. This role bridges the gap between our technical teams and the SaaS Client Evolution Team (CETs), focusing on maintaining service quality, identifying improvement opportunities, and driving client success.
What you’ll do:Build and maintain strong relationships with key Client Evolution Team (CET) and Client Services (CS) stakeholders.
Understand the Client Evolution Team (CET) goals and challenges to align our technical services with their objectives.
Advocate for the Client Evolution Team (CET)needs within the SaaS Technical Services delivery unit to ensure timely resolution of issues and alignment with long-term objectives.
Develop and maintain account success plans with key deliverables, milestones, and timelines.
Drive discussions on service improvements, feature utilization, and roadmap planning.
Partner with internal technical teams (SaaS Ops, Operate-MX, SaaS DevOps, and Hosting Providers) to ensure timely resolution of escalated issues and proper implementation of client-requested features or configurations.
Monitor key operational metrics (e.g., SLA compliance, ticket ageing, incident trends) and ensure service performance meets client expectations.
Prepare and deliver regular reports to SaaS CETs, including operational metrics, system health insights, and service usage trends.
Conduct regular Client Evolution Team (CET) syncs, including weekly syncs and monthly performance reviews.
Collaborate with internal teams (SaaS Ops, Operate-MX, SaaS DevOps, and Hosting Providers) to analyze data and identify patterns to mitigate risks and improve the quality of service.
Provide proactive technical advisory and recommendations to SaaS CETs to optimize the performance and utilization of our services.
Facilitate incident management processes, including escalation management, to ensure rapid issue resolution.
Drive root cause analysis for critical incidents and propose solutions to prevent recurrence.
Bachelor's degree in Computer Science Engineering, or a related field
Over 5 years of experience in client-facing technical roles, such as Technical Support Engineer or Technical Consultant.
Strong client relationship management and communication skills.
Strong technical foundation with an in-depth understanding of infrastructure, IT services, and advanced monitoring principles.
Proficiency in using ticketing systems, monitoring tools, and reporting dashboards.
Analytical mindset with the ability to interpret metrics and identify trends.
Advanced problem-solving capabilities, particularly in the context of managing escalations and addressing critical incidents effectively.
Familiarity with SLA management, ITIL frameworks, and best practices in incident management to ensure service quality.
Knowledge of system health monitoring, security standards, and disaster recovery solutions.
Knowledge of the MX.3 technical aspects is added advantage.
Join a global market leader with a strong people-first focus.
Excellent Medical, dental, and short & long-term disability programs.
Paid 20 days holiday and 5 days sick leaves.
Be part of a diverse and inclusive team.
Work in an agile environment where you can collaborate with global teams from various expertise.
Top Skills
What We Do
We are the long-term technology partner for the capital markets, working with financial institutions in over 60 countries to adapt and evolve their IT systems. In a changing financial world, our technology is designed to help our 57,000 daily users respond to the challenges they face today and build foundations for the future.
MX.3 is our award-winning open platform that sits at the heart of our clients’ IT infrastructure. This agile foundation brings together a specialized set of business process to deliver regulatory and business ready solutions, across asset classes, business functions and sectors.
The modular platform means clients can consolidate and grow their IT infrastructure step-by-step, at a lower cost and delivering immediate, tangible business value.
• Consolidate inefficient legacy systems
• Manage cost pressures and reduce TCO
• Improve regulatory time-to-market and efficiency
For over 30 years Murex has invested in developing the leading technology solution for capital markets participants, from banks and brokers to energy and commodities firms. Today we have over 2,500 employees in 19 countries who are committed to helping our customers, from disruptive market entrants to some of the most established global players, navigate the changing financial landscape.
As the capital markets continue to evolve, we will keep investing to make sure that our clients, our company and our people can do the same.
As you plot your course, we’ll be with you every step of the way.
