Technical Account Manager

The Opportunity

Featurespace are looking for an bright, energetic, and highly motivated individual to join our successful and vibrant Commercial team based in our Singapore office as a Technical Account Manager.

As a Technical Account Manager at Featurespace, you’ll be helping us achieve our goals and deliver success on behalf of our customers by being the first point of contact for the customer, serving as a trusted advisor for their existing solution implementation and any future requirements, leading the growth and strengthening our relationships with them. whilst continually improving client satisfaction and thus renewal of our accounts.

You’ll sustain long-term relationships with customers and maintain an understanding of the customer-specific solution, understanding customer’s roadmap and future plans, usage trends, overall technical environment, and pain points. Analysing our customers’ businesses and their operations, you’ll maximise the value they derive from our platform and simultaneously consult with the wider cross-functional Featurespace team to scope customer requirements for additional work and other value adding opportunities and services.

Day to Day

  • Full commercial responsibility for existing customers and renewal of contracts, tasked with growing the existing investment in Featurespace solutions
  • Deliver regular proactive customer engagement to key stakeholders within your accounts with a focus on the value being delivered, Featurespace updates and new requirements being managed
  • Develop strategic relationships with stakeholders to understand a customer’s business and collaborate to develop strategic roadmaps together
  • Identify and drive through revenue expansion opportunities within your accounts, working with the commercial team where appropriate
  • Participate in sales handovers, internal planning sessions, quarterly business reviews and executive sessions to better understand the customer’s business and technical needs.
  • Retain detailed knowledge and insight into each customer’s platform and solution with Featurespace
  • Conduct risk assessments on assigned accounts ensuring timely resolution or avoidance of issues
  • Understanding the customer requirements and deliverables and work with the project and customer success teams to create a comprehensive Statement of Work (SOW) for new Work Orders
  • Influence the roadmap of Featurespace products by leveraging the knowledge of your customers’ solutions, environments and use cases
  • Working with marketing, generate customer advocacy and contribute to customer events when required
  • Manage customer escalations and proactively identify future potential roadblocks to minimise risk
  • Effectively communicate the voice of customer within Featurespace including to senior management and the delivery team
  • Use the knowledge of your customers to help Support Engineers and Delivery teams in better assisting your customers by running training sessions and contributing to documentation
  • Help to educate your customers on best practices for using Featurespace platform
  • Conducting regular Technical Reviews and maintaining health report of each platform, considering any notable trends that might indicate resource limitations or other undiscovered issues, outages, and critical issues – check and review original sizing and projected growth to circumvent future issues
  • Seek out where additional professional services packages could be of benefit to customer and lead the delivery of these or coordinate with SME, Data science or Rules consultants etc.
  • Learn and keep up-to-date on the latest product features, functionality, dependencies, underlying architecture and their operational impact
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Meet Lucy, Director of Analytics at Featurespace

Check out Lucy’s blog to see what life at Featurespace is really like!

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About you

  • Demonstrated success in Customer Success, Technical Account Management, Customer Support, Software Engineering, Solution Design, or a Professional Services function for a product / SaaS company with enterprise customers in a financial sector
  • Strong academic background (Technology or scientific degree) or extensive relevant experience required
  • Industry knowledge in one or more of the following:
    • Payments, Fintech and/or Banking sectors
  • Experience in a delivery consulting environment; including leading meetings, workshops, gathering requirements, scoping, and briefing technical teams to deliver
  • Excellent customer and business relationship/stakeholder management skills
  • Ability to communicate with clarity, both verbally and in writing, to global internal teams and customers, adapting to different audiences – ranging from highly technical software architects to non-technical stakeholders
  • Experience in data analysis, report writing and presentation
  • Strong desire to tackle challenging technical problems and proven ability to do so with little or no direct daily supervision
  • Understanding of the principles behind architecting distributed large scale data processing deployments and comprehensive and up to date knowledge of industry technologies for storage, networking and processing
  • Broad technology knowledge and experience with at least four of listed technologies: MongoDB or other NoSQL databases, Elastic Stack, REST APIs, programming languages (i.e. Python or Java), distributed systems and technologies such as Apache Zookeeper and Apache Kafka, Public and Private cloud computing (AWS, GCP)
  • Ability to learn new technologies quickly and a strong interest in doing so
  • Experience working in a cross-functional environment independently as well as part of a team
  • Ability to adapt and stretch capabilities and skills to meet the business needs of a fast-growing technology firm

Personal Qualities

The work is often challenging and fast paced. We are looking for someone who has the following qualities:

  • Resilience in the face of change
  • Excellent organisational skills
  • Good common sense and a logical thinker
  • A passion to work for one of the fastest growing fraud prevention technologies in the world
  • Proactive and resourceful
  • Excellent written and verbal skills
  • Calm under pressure

And most importantly, a small-company attitude: willingness to adapt to a variable role and a great can-do attitude.

How to apply

If you think you’re a good fit for the role above, we would love to hear from you.

Fill out the short application form, upload your CV and one of the team will get back to you.

Please note: we are looking to accept applications from Singaporeans only for this role. We are not looking to provide any employment passes for this role at this point in time.

If you have any questions or queries regarding this role, or life at Featurespace, please contact [email protected]

Featurespace Job Application Privacy Notice

Featurespace Ltd., is committed to comply with the General Data Protection Legislation and any implementing legislation (the “Data Protection Legislation”) and will process your Personal Data in accordance with the Data Protection Legislation and information security legislation. Any capitalised terms used in this Privacy Notice shall be given the same definition as in the Data Protection Legislation.

This Privacy Notice sets out the basis on which Featurespace Ltd will process Personal Data relating to job applicants.

The Data Controller is Featurespace Ltd., 140 Cambridge Science Park, Milton Road, Cambridge, CB40GF

Data refers to both Personal Data and Special Categories of Data. Your job application and the Personal Data held within it will be processed to assess your viability for the stated role. We may also process any information that you provide about your health, for the sole purpose of assessing whether any adjustments may need to be made to the recruitment process to accommodate you . If your application is unsuccessful, Featurespace will retain your Data for 24 months after the end of the recruitment process. Your Personal Data is processed in accordance with our legitimate interests of making sound recruitment decisions. You are under no obligation to provide us with your Personal Data. However without this, we cannot assess your job application. We will only process information about your health for the purpose of making reasonable adjustments to the recruitment process (if applicable), in accordance with our legal obligations. You have the following rights in relation to the processing of your Data: The right to be informed about how your Data is processed. You have the right to object to the processing of your Data based on our legitimate interests as outlined above. The right of access, to your Data and supplementary information relating to our use of your Data. In certain circumstances, we reserve the right to charge you for exercising this right. The right to rectification, if your Data is inaccurate or incomplete. In certain circumstances, the right to erasure, request the deletion of, or removal of, your Data. In certain circumstances, the right to restrict processing, block any further processing of your Data. We shall respond to any request made by you without delay and in any case within a month of your request. The right to complain to the Information Commissioner’s Office if you believe that your data protection/privacy rights have been breached. Your application will be submitted and stored on an application database (Greenhouse). Access to your Data on Greenhouse is limited to the relevant persons for your application- our internal recruiters, the hiring manager and interviewer(s). Your CV may be printed and shown to consulted decision makers, any physical copies will be securely and confidentially destroyed after a decision has been made on your application. Your CV is transferred to a third country, outside of the EEA, when it is processed by Greenhouse. Greenhouse meet the technical and organisational data security measures outlined in the GDPR Article 32, and are SOC2 Type II certified. We do not envisage that any decision will be taken about your application using automated means.

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