JOB   DETAILS

What you’ll get to do:

Strategic Client Success & Regional Growth (40%)

• Drive the technical success strategy for your assigned strategic ANZ clients, focusing on achieving client satisfaction, maximum platform adoption, and driving quantifiable business outcomes.
• Apply and help refine the established global TAM strategy for the ANZ market, ensuring successful platform integration and adoption.
• Develop and execute joint success plans with the client, identifying and prioritising technical initiatives that secure the client’s use case success.
• Direct and present during Monthly/Quarterly Business Reviews (QBRs), focusing on strategic alignment, platform performance, and identifying opportunities for key feature adoption growth and value realisation.
• Cultivate and maintain a trusted advisory relationship with the client’s executive management team (VP and C-Suite), influencing their technical strategy and translating complex platform capabilities into clear strategic value for their ANZ operations.

Technical Guidance, Defect, Change & Incident Management (30%)

• Partner with the Client Solutions team to own defect management for your clients, triaging and prioritising defects and driving them to resolution with Technology and Product teams so that clients can reach go-live on schedule.
• Maintain clear visibility of open defects against each client’s go-live milestones, communicating status, risk and workarounds to client stakeholders and escalating go-live blockers early.
• Identify recurring defect themes and feed them into Problem Management and product feedback to reduce repeat issues across clients.
• Manage client change requests end to end, assessing impact, agreeing priorities and coordinating delivery with Technology, Product and Delivery teams so that changes are controlled and do not put client go-live or stability at risk.
• Keep clients informed of the status, timing and outcome of their change requests, and escalate scope, timeline or dependency risks early.
• Own and direct the end-to-end Major Incident lifecycle for your clients, driving cross-functional resolution for all incidents.

Global Strategy Execution & Product Influence (20%)

• Ensure successful implementation of global product changes and API updates within the client’s environment.
• Capture and manage general client feedback on the platform, service and ways of working, logging and prioritising it, and closing the loop with clients on actions and outcomes.
• Synthesise and localise client feedback to identify market-specific product requirements.
• Serve as a primary voice of ANZ clients in global product forums, ensuring regional strategic requirements are appropriately weighted and incorporated into the international platform roadmap.
• Continually engage in the client’s quarterly and annual planning cycles to ensure Engine’s platform roadmap aligns with their critical business goals in the ANZ market.

Knowledge Management & Mentorship (10%)

• Contribute to and extend ANZ market-specific knowledge assets (e.g., localised runbooks, best practice guides) to support the regional team and onboard future TAM hires.
• Act as a regional technical expert, proactively supporting cross-training of internal teams (e.g., Sales, Delivery) on the nuances of ANZ client environments and integrations.
• Maintain compliance with global knowledge management standards, ensuring teams in other regions can support out of hours effectively.

Requirements

• 5+ years of progressive experience in Technical Account Management or a Strategic Customer Success role, with a demonstrated focus on managing top-tier enterprise accounts.
• Proven track record of executing and adapting a defined global strategy or methodology within a specific region or market.
• Expert-level technical aptitude with cloud-based SaaS systems and APIs, demonstrated by the ability to troubleshoot and resolve complex technical issues with autonomy.
• Proven executive gravitas and effectiveness in influencing and guiding technical strategy with C-level and VP-level senior stakeholders in a major financial institution environment.
• Exceptional presentation and interpersonal communication skills, with a track record of successfully conveying complex technical concepts to non-technical executive audiences.
• Direct experience operating in or supporting clients in the ANZ market is highly desirable including familiarity with APRA- or RBNZ-regulated environments, such as APRA’s CPS 230 operational risk and CPS 234 information security standards.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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