Overview The candidate will be responsible for overall general customer support/service of the company software within customers e-trading environments. The Technical Account Manager is fully accountable for client satisfaction. This person will also provide proactive customer training, maintain relationships with customer’s, technical staff and participate in the customer certification plan. The Technical Account Managers are also responsible for installation/configuration, implementation and onsite troubleshooting. Internally, this position requires effective communication and interaction with technical support, engineering, professional services and sales. Technical Account Managers must share best practices with others to enhance the quality and efficiency of customer service. The Technical Account Manager is required to maintain and expand working knowledge of current company products and related technologies. Successful candidates must be bilingual. Responsibilities

• Own and manage multiple customer relationships through effective communication
• Drive resolution of customer issues through all means necessary
• Develop highly effective relationships across all departments
• Escalate issues as appropriate
• Apply fundamental troubleshooting skills to each issue before involving support engineers

Qualifications & Requirements

• Must be Bilingual
• Communication Skills Excellent written and verbal interpersonal skills Strong interpersonal skills to interact with clients, management, and peers. Effective cross-department communication. Document and communicate problem/resolution and information/action plans. The ability to stay calm during times of crisis.
• Project Management
• Understand, prioritize and drive resolution of issues through hands-on involvement and highly effective communication between responsible parties at the client site and the company
• Use project management methodology to track and drive customer requirements and technical solutions
• Leadership/Ownership Accountable for all technical issues and technical relationship. Sound decision making and critical thinking skills. The ability to mentor and coach team members. Expert organization and prioritization skills.
• Troubleshooting Skills Must be technically capable to do the following: Identify an issue(s). Decipher proposed resolution and clarify. Verify resolution and explain to customer. Provide analysis and recommendation for product enhancement.
• Technical skills High-level process knowledge and technical skills relating to software development and networking: Experience supporting a MS Windows Server environment. Solid grasp of networking concepts. Cisco experience preferred. Linux experience preferred. Prior experience supporting the company software preferred. Prior experience in the financial / futures industry preferred. Only shot-listed candidates will be contacted.