SaaS Technical Account Manager

About the role

Murex, a global fintech leader in trading, risk management and processing solutions for capital markets, is looking for a proactive, client-focused Technical Account Manager (TAM) in Santiago. The TAM acts as a trusted advisor and technical advocate for SaaS clients, bridging the gap between technical teams and the Client Evolution Teams (CETs) to maintain service quality, identify improvement opportunities and drive client success.

Key responsibilities

• Build and maintain strong relationships with CET and Client Services stakeholders, and understand their goals and challenges.
• Advocate for CET needs within the SaaS Technical Services delivery unit so issues are resolved in time.
• Develop account success plans with deliverables, milestones and timelines, and drive discussions on service improvements, feature use and roadmap planning.
• Partner with SaaS Ops, Operate-MX, SaaS DevOps and hosting providers to resolve escalated issues and implement requested features or configurations.
• Monitor operational metrics such as SLA compliance, ticket ageing and incident trends, and prepare regular reports on system health and service usage.
• Hold weekly CET syncs and monthly performance reviews, and run root cause analysis for critical incidents.
• Provide proactive technical advice and facilitate incident management and escalation processes.

Required profile

• 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.
• Analytical mindset, advanced problem-solving, and familiarity with SLA management, ITIL and incident management best practices.
• Knowledge of system health monitoring, security standards and disaster recovery; knowledge of MX.3 technical aspects is an added advantage.

Required skills

• Proficiency with ticketing systems, monitoring tools and reporting dashboards.
• Understanding of infrastructure, IT services and advanced monitoring principles.

What we offer

• Medical, dental and short- and long-term disability programs.
• Paid 20 days holiday and 5 days of sick leave.
• A diverse, inclusive team in an agile environment with global collaboration.