Technical Account Manager, Financial Services

Job Description
Urjanet is the leading global source for automated utility data. Urjanet’s Client Services organization implements the automated data collection service for a diverse array of clients ranging from large enterprises seeking to reduce their carbon footprint, to innovative solutions providers in the utility bill management and energy sustainability space, to Financial Services companies developing the next generation credit scoring models. 
 
As a Technical Account Manager (Financial Services), you will support Urjanet’s rapid growth in the Financial Services and Technology industry. You will lead client engagements to onboard them to Urjanet’s automated data service, implement additional professional services that are part of the engagement, collaborate with the sales team to manage the client relationship, and provide ongoing technical support. You will establish implementation playbooks and provide feedback to the product team to continuously evolve Urjanet’s offering in this new market. The role will require co-ordination with offshore teams responsible for project delivery to ensure their alignment to customer service level agreements. You will also drive continuous improvement initiatives to enhance customer experience and service standards.
 
 
Desired Skills and Experience
·       Bachelors degree
·       Must have previously worked in Financial Services industry
·       5+ years of professional service, solution implementation and/or technical support experience
·       Individual contributor
·       Successfully managed multiple SaaS projects in the Financial Services industry
·       Experience with customer account/relationship management  
·       Experience managing large scale projects
·       Proficient in Microsoft Office (Excel, PowerPoint & Word)
·       Ability to adapt to changing work environments and priorities
·       Very strong goal orientation, work ethic and sense of personal accountability
·       High energy, passion, a sense of humor and a strong ability to work with minimal direction and guidance
·       Experience in the data management, energy sustainability or financial services industry 

 Roles and Responsibilities 
·       Implement a data service in a customer facing role
·       Manage customer engagement and customer expectations 
·       Ensure the success of customer implementation projects and applicable professional service deliverables
·       Lead best practices for project management including:
·       Planning: Gathering requirements, roles & responsibilities, sales support
·       Executing: Ensuring work is performed in accordance of schedules, leading recurring conference calls, organizing meetings
·       Monitoring & Controlling: Facilitating the resolution of issues, ensuring turnaround times of support are meeting service level agreements within customer contract, & manage escalations
·       Closure: Receive customer sign-off, achieve referable customer satisfaction, document lessons learned, & celebrate success
·       Facilitate source causal analysis for incident reports and identify continuous improvement opportunities in areas of people, tools, and/or process changes
·       Identify reporting requirements to support monitoring SLAs within customer contracts
·       Conduct periodic business reviews with customer executive sponsor and project teams
·       Collaborate with sales team to manage account relationship, contract renewals and upsells 
·       Support sales by providing key project management support including presentation of implementation process, change/process management for custom requests, drafting statement of works, & other miscellaneous support
·       Support product & development by identifying key product changes to improve process efficiency, project performance, & clear written requests from customers
·       Coordinate with Urjanet's off-shore teams to ensure data deliveries are on schedule, meeting quality standards, and SLAs are met
·       Create/update internal & external documentation to help support all customer processes
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