Senior Technical Account Manager

Role Overview

As a Senior Technical Account Manager (TAM), you will play a central role in delivering a proactive, client-focused service experience under our new pod operating model. You will act as a trusted partner to our clients—deeply understanding their business, anticipating their needs, and collaborating internally to ensure their continued success.

This is a highly impactful client-facing role that combines technical expertise, relationship management, and commercial acumen. Working within a multi-disciplinary pod, you will drive client satisfaction, retention, and growth while ensuring service excellence across all aspects of delivery: incident management, change management, and client advocacy.

Your mission is to help transform our client support model—from reactive issue resolution to proactive partnership—ensuring every client receives tailored, high-value service and a consistently exceptional experience.

Key Responsibilities

1. Client Intimacy

Develop a deep understanding of each client’s business model, trading strategies, and technology stack.

• Analyze product usage, workflows, and key business drivers to identify needs, patterns, and opportunities.

• Continuously document and refresh client intelligence in our CRM and internal knowledge systems.

• Partner with Product Management and Account Management to align on client objectives and priorities.

2. Client Satisfaction & Revenue Retention

Monitor and assess client sentiment through direct engagement, surveys, and usage analytics.

• Anticipate dissatisfaction or churn risk early by reviewing support trends, renewal timelines, and usage data.

• Lead remediation plans (“path to green”) for at-risk clients, coordinating across internal teams.

• Track and report satisfaction metrics through governance dashboards, QBRs, and client scorecards.

3. Contribution to Revenue Growth

• Identify upsell and cross-sell opportunities by understanding client challenges and expansion plans.

• Collaborate closely with Sales to qualify opportunities and support pipeline development.

• Provide business insights and account context to enable strategic growth within your client portfolio.

4. Day-to-Day Client Service & Relationship Management

•Serve as the primary contact for assigned clients, ensuring timely, accurate, and high-quality responses.

•Manage tickets, track resolution progress, and ensure accountability across all resolving groups.

•Coordinate changes, upgrades, and maintenance activities smoothly, minimizing client impact.

•Proactively schedule client touchpoints (weekly meetings, QBRs, onsite visits) to maintain engagement and transparency.

5. Incident Management

•Act as Incident Manager for high-severity issues (Sev1 & Sev2), coordinating communications and technical resolution.

• Ensure proper escalation, root cause documentation, and structured post-mortems.

• Lead corrective action planning and track follow-through to prevent recurrence.

6. Client Advocacy

•Represent the client’s perspective within our organization, ensuring their needs and priorities drive action.

• Escalate, champion, and track internal progress on critical client issues.

•Facilitate transparency by providing clear, honest updates to clients and internal stakeholders.

•Orchestrate governance meetings (internal and client-facing) to review client health and progress.

7. Release & Change Management

•Manage end-to-end change processes for client environments, ensuring all technical, testing, and approval protocols are met.

• Coordinate pre- and post-change communication, validation, and rollback planning.

• Ensure changes are properly documented, approved, tested, and communicated to clients.

8. Client Training

• Deliver tailored onboarding sessions for new clients or new users. Identify ongoing training needs and deliver scheduled or ad-hoc sessions to enhance product utilization.

• Maintain accessible self-service training materials and documentation.

9. Cross-Pod Collaboration & Global Coverage

•Partner with regional pods to ensure seamless 24/5 client support and zero service gaps across time zones.

•Execute structured handovers for ongoing incidents, open projects, and critical client communications.

• Drive global consistency and accountability across pods serving shared clients.

Your Profile

• 8+ years’ experience in technical client service, account management, or application support within financial technology or trading environments.

• Deep knowledge of Order Management Systems, FIX connectivity, and front-office trading workflows

•Proven success managing complex client relationships and driving satisfaction in high-pressure environments.

•Strong technical troubleshooting and coordination skills, with a disciplined approach to issue ownership.

•Commercially minded—able to identify growth opportunities and articulate client value propositions.

• Exceptional communication, presentation, and interpersonal skills.

• Knowledge of the FIX protocol and trading system architectures is highly desirable.

What Success Looks Like

• Clients view you as a trusted advisor and advocate.

• You maintain proactive engagement and drive measurable improvements in client satisfaction.

• Upsell opportunities and retention initiatives are actively identified and progressed. Incidents and changes are managed transparently, with strong accountability and communication.

• You set the standard for collaboration, consistency, and service excellence within your pod.

About the Pod Model

Each pod is a client-centric, cross-functional team accountable for a defined client portfolio.

Within the pod:

• The Pod Leader is accountable for all outcomes for the assigned client group.

• Each Technical Account Manager (TAM) owns daily service delivery and relationship management for their clients.

•The Account Owner (Pod Leader or Senior TAM) ensures end-to-end accountability for client satisfaction, retention, and growth.

•By operating in pods, we deliver proactive, connected, and commercially focused service to every client.

Compensation Range: The salary range for this position is between $150,00- $160,000.

Broadridge considers various factors when evaluating a candidate's final salary including, but not limited to, relevant experience, skills, and education. Bonus Eligibility: Bonus Eligible

Benefits Information: Please visit www.broadridgebenefits.com for more information on our comprehensive benefit offerings for this role.