What are the responsibilities and job description for the Technical Account Manager - Financial Services position at SymphonyAI?
Introduction We are seeking an experienced Technical Account Manager with 8 years of relevant experience in Financial Services and Consulting. The ideal candidate will play a vital role in helping clients use SymphonyAI technology effectively to meet regulatory requirements and combat financial crime, while also acting as a trusted advisor for both technical and compliance needs. This is a role that blends both technical expertise and customer relationship management, specifically focused on implementing, supporting, and optimizing SymphonyAI software solutions and systems for clients. This role is key in ensuring that customers—usually banks, financial institutions, or regulated businesses—are effectively using our technology to detect, prevent, and report money laundering activities. Job Description Relationship Management : Act as the primary technical point of contact for clients using SymphonyAI solutions. Build strong relationships with clients by understanding their business needs and ensuring they are satisfied with the product or service. Actively manage expectations through appropriate communications, reporting, assurance, and governance. Acquire an in-depth understanding of our products and services to provide expert guidance and support to clients. Collaborate with clients to strategically plan and deliver enhancements to our products or services. Drive Client Advisory Boards and feedback loop to Product. Monitor client accounts, analyze usage patterns, and identify upselling or cross-selling opportunities aligned with client goals. Encourage satisfied clients to become advocates by contributing testimonials, case studies, or referrals. Ensure client satisfaction and work towards securing contract renewals, expansion of Professional Services or increase in solution footprint within client’s organization. Technical Implementation and Integration : Help our clients integrate SymphonyAI software with their existing systems (e.g., core banking, customer relationship management, transaction monitoring systems). Guide clients through the onboarding process, ensuring that configurations, workflows, and data flows are set up correctly. Act as a liaison between clients and internal teams to address and resolve issues promptly. Gather and analyze client feedback to provide insights for product improvement and enhance overall client experience. Collaborate with sales, marketing, and product development teams to develop and execute strategies aligned with business goals and client success objectives. Regulatory Knowledge and Compliance Guidance : Stay up to date with regulatory changes in anti-money laundering laws and help clients ensure their systems are aligned with those changes. Incident Management and Escalation : Provide support for incident management, including troubleshooting software-related issues and escalations. Troubleshoot technical issues and provide resolutions to ensure seamless operations of AML systems. Reporting and Documentation : Ensure that clients’ AML systems are configured to generate accurate and comprehensive reports that align with regulatory and internal requirements. Maintain detailed documentation of technical support interactions, solutions, and product configurations. Key Requirements : Proven experience working with Tier 1 clients in either client success, program delivery, technical delivery, account management, or management consulting. Experienced in the financial services industry, including banking, fraud, risk, compliance, payments, or insurance. Excellent communication and interpersonal skills, capable of explaining complex technical concepts to non-technical stakeholders. Strong understanding of AML regulations (e.g., the USA PATRIOT Act, FATF recommendations, EU AML Directives, FinCEN regulations, etc.). Ability to work independently and as part of a team, with a strong sense of accountability and ownership. Strong analytical skills to understand customer needs, investigate system issues, and identify technical solutions. Familiarity with project management tools and methodologies (e.g., Agile, Scrum) to coordinate the implementation, troubleshooting, or upgrade of AML solutions. Certifications in relevant technologies (e.g., AWS, Azure, SQL, etc.) and AML (e.g., CAMS - Certified Anti-Money Laundering Specialist) may be beneficial. Effective presentation and reporting skills. If you have a passion for utilizing advanced analytics and AI to drive impactful change in the financial services industry and meet the qualifications listed above, we encourage you to apply for this dynamic role. About Us SymphonyAI is building the leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth industries, including retail, consumer packaged goods, financial crime prevention, manufacturing, media, and IT service management. Since its founding in 2017, SymphonyAI today serves 2000 Enterprise customers globally and has grown to 3,000 talented leaders, data scientists, and other professionals across over 30 countries.Relationship Management : Act as the primary technical point of contact for clients using SymphonyAI solutions. Build strong relationships with clients by understanding their business needs and ensuring they are satisfied with the product or service. Actively manage expectations through appropriate communications, reporting, assurance, and governance. Acquire an in-depth understanding of our products and services to provide expert guidance and support to clients. Collaborate with clients to strategically plan and deliver enhancements to our products or services. Drive Client Advisory Boards and feedback loop to Product. Monitor client accounts, analyze usage patterns, and identify upselling or cross-selling opportunities aligned with client goals. Encourage satisfied clients to become advocates by contributing testimonials, case studies, or referrals. Ensure client satisfaction and work towards securing contract renewals, expansion of Professional Services or increase in solution footprint within client’s organization. Technical Implementation and Integration : Help our clients integrate SymphonyAI software with their existing systems (e.g., core banking, customer relationship management, transaction monitoring systems). Guide clients through the onboarding process, ensuring that configurations, workflows, and data flows are set up correctly. Act as a liaison between clients and internal teams to address and resolve issues promptly. Gather and analyze client feedback to provide insights for product improvement and enhance overall client experience. Collaborate with sales, marketing, and product development teams to develop and execute strategies aligned with business goals and client success objectives. Regulatory Knowledge and Compliance Guidance : Stay up to date with regulatory changes in anti-money laundering laws and help clients ensure their systems are aligned with those changes. Incident Management and Escalation : Provide support for incident management, including troubleshooting software-related issues and escalations. Troubleshoot technical issues and provide resolutions to ensure seamless operations of AML systems. Reporting and Documentation : Ensure that clients’ AML systems are configured to generate accurate and comprehensive reports that align with regulatory and internal requirements. Maintain detailed documentation of technical support interactions, solutions, and product configurations. Key Requirements : Proven experience working with Tier 1 clients in either client success, program delivery, technical delivery, account management, or management consulting. Experienced in the financial services industry, including banking, fraud, risk, compliance, payments, or insurance. Excellent communication and interpersonal skills, capable of explaining complex technical concepts to non-technical stakeholders. Strong understanding of AML regulations (e.g., the USA PATRIOT Act, FATF recommendations, EU AML Directives, FinCEN regulations, etc.). Ability to work independently and as part of a team, with a strong sense of accountability and ownership. Strong analytical skills to understand customer needs, investigate system issues, and identify technical solutions. Familiarity with project management tools and methodologies (e.g., Agile, Scrum) to coordinate the implementation, troubleshooting, or upgrade of AML solutions. Certifications in relevant technologies (e.g., AWS, Azure, SQL, etc.) and AML (e.g., CAMS - Certified Anti-Money Laundering Specialist) may be beneficial. Effective presentation and reporting skills. If you have a passion for utilizing advanced analytics and AI to drive impactful change in the financial services industry and meet the qualifications listed above, we encourage you to apply for this dynamic role.SymphonyAI is building the leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth industries, including retail, consumer packaged goods, financial crime prevention, manufacturing, media, and IT service management. Since its founding in 2017, SymphonyAI today serves 2000 Enterprise customers globally and has grown to 3,000 talented leaders, data scientists, and other professionals across over 30 countries.
