Technical Account Management manager

At Engine by Starling , we are on a mission to find and work with leading banks all around the world who have the ambition to build rapid growth businesses, on our technology. Engine is Starling's software-as-a-service (SaaS) business, the technology that was built to power Starling Bank, and two years ago we split out as a separate business.

Starling has seen exceptional growth and success, and a large part of that is down to the fact that we have built our own modern technology from the ground up. This SaaS technology platform is now available to banks and financial institutions all around the world, enabling them to benefit from the innovative digital features, and efficient back-office processes that has helped achieve Starling's success.

Engine is the technology arm of Starling, headquartered in London with offices in Dublin, Sydney and the UK. Travel (including international) may be necessary depending on the client and nature of the engagement.

As the inaugural Senior Technical Account Manager (TAM) for the Canadian region, you will be at the forefront of Engine's strategic market entry. You will serve as the primary technical executive advisor, architecting a strong, foundational relationship that defines our regional credibility.

Reporting directly to the Lead TAM, you will be instrumental in ensuring our strategic client maximises the value of our platform and achieves their business goals, all while architecting and owning the effective localisation of our established global customer success playbook for the unique requirements of the Canadian financial market. This senior position involves fostering trusted relationships with C-level and VP-level senior stakeholders within the client organisation, and leveraging internal Technology, Delivery, and Product teams to drive exceptional service and platform evolution.

Note: You will be required to participate in an On-Call rotation (e.g., 1 week every 8-10) with other global TAMs to support our global clients outside of standard business hours.

Strategic Client Success & Market Establishment (40%)

Drive the technical success strategy for our strategic Canadian launch client, focusing on achieving client satisfaction, maximum platform adoption, and driving quantifiable business outcomes.

Guide the execution and localisation of the established global TAM strategy for the Canadian 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 Canadian market operations.

Technical Guidance & Incident Management (30%)

Oversee proactive Problem Management initiatives to identify root causes and mitigate systemic risks.

Oversee post-incident review (PIR) evaluation and documentation for all Major Incidents, ensuring 100% completion of preventative actions within a defined timeframe.

Ensure successful implementation of global product changes and API updates within the client's environment.

Synthesise and localise client feedback to identify market-specific product requirements.

Serve as the primary voice of the Canadian client 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 Canadian market entry goals.

Knowledge Management & Mentorship (10%)

Oversee the creation of Canadian market-specific knowledge assets (e.g., Act as the go-to regional technical expert, proactively supporting cross-training of internal teams (e.g., Sales, Delivery) on the nuances of the Canadian client's environment and integration.

Maintain compliance with global knowledge management standards ensuring teams in other regions can support out of hours effectively

7+ years of progressive experience in Technical Account Management or a Strategic Customer Success role, with a demonstrated focus on managing top-tier enterprise accounts or foundational market entry clients.

• Proven track record of successfully executing and localising a defined global strategy or methodology within a new market or region.
• 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 Canadian market is highly desirable.

In general you can expect the below, following a chat with one of our Talent Team:

While we can’t accommodate every flexible working request, we're always open to discussion. Engine by Starling is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Engine by Starling are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

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