Technical Account Manager

Broadridge · Madrid

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At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.

As a Technical Account Manager, you will be part of the Customer Success team responsible for the implementation, on-going support, and growth of a diverse set of client trading systems. Working closely with our engineers and product managers, you will help solve complex problems for our global customer base being involved in technical troubleshooting and functional requirements gathering. The position requires an understanding of IT system architecture and eventually, an understanding of financial markets and financial instruments.

On the client-side, you will interact with both the traders and technical staff using our solutions. You will be part of a mission-critical team with excellent exposure to fast-paced, high-tech environments spanning trading solutions across various product types, exchanges, and continents. 

We are looking for someone who will be based in Madrid and if you enjoy traveling, this role will give you occasional opportunities to do so, as you will have frequent interactions with colleagues around Europe. 

Responsibilities 

• Work directly with clients to help implement and use functionality 
• Setting up a solution to quote on a market, setting up volatility surfaces, delivering a solution for algo trading, etc. 
• Troubleshoot systems together with the users, liaising with our engineering team on issues that require code changes 
• Partner with IT staff at client sites to diagnose and resolve technical issues 
• Support the sales team with new deliveries and new clients 
• Collaborate with exchanges on new functionality and market upgrades 
• Visit client sites to understand usage challenges and identify potential expansion opportunities. Travel to other office locations may be required.
• Acting as the interface between the end-users at the customer site and our Engineering team, collecting, analyzing, and prioritizing issue reports and feature suggestions, ultimately ensuring customer satisfaction and continuous good communication 
• Collaborate with other Broadridge departments to prepare Business Review presentations for clients, to mitigate escalation and to deliver solutions or bug fixing.
• Looks for ways to improve processes through technology, AI, and automation.

Your profile 

• Around 5 years' experience in a client facing role within financial services preferably supporting trading platforms for principal or agency flows or other relevant domain.
• Degree in Computer Science, Telecommunication or Engineering in a technical field. Economic or Financial Degree accepted
• Familiarity with Linux System Administration with preferably hands on experience 
• Fluent in spoken and written English and Spanish. Any other language is a plus. 
• At ease in customer-facing situations. Strong people skills and being comfortable working in a support role are a necessity, as you will be taking calls and emails from customers throughout the day, sometimes in a stressful environment. 
• Can work constructively with colleagues across the organization.
• Familiarity with Java and/or C++ programming languages or with Perl, Bash, or Python scripting is a plus (even though this is not a developer role)
• Preferably interest in network routing, diagnostics, and transport protocols (TCP, UDP, packet capture, network latency, etc.)

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We are dedicated to fostering a collaborative, engaging, and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company—and ultimately a community—that recognizes and celebrates everyone’s unique perspective. 

Use of AI in Hiring 

As part of the recruiting process, Broadridge may use technology, including artificial intelligence (AI)-based tools, to help review and evaluate applications. These tools are used only to support our recruiters and hiring managers, and all employment decisions include human review to ensure fairness, accuracy, and compliance with applicable laws. Please note that honesty and transparency are critical to our hiring process. Any attempt to falsify, misrepresent, or disguise information in an application, resume, assessment, or interview will result in disqualification from consideration.

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