SaaS Technical Account Manager

Murex is a global fintech leader in trading, risk management and processing solutions for capital markets. Operating from our 19 offices, 3 400 Murexians from over 65 different nationalities develop, implement and support our platform which is used by banks, asset managers, corporations and utilities worldwide.

The Team

We are seeking a proactive and client‑focused Technical Account Manager (TAM) to act as a trusted advisor and technical advocate for our SaaS clients. The TAM will ensure our technical services deliver maximum value through proper planning and delivery of technical engagements, providing technical guidance and ensuring operational excellence. This role bridges the gap between our technical teams and the SaaS Client Evolution Team (CETs), focusing on maintaining service quality, identifying improvement opportunities, and driving client success.

What You’ll Do

• Build and maintain strong relationships with key Client Evolution Team (CET) and Client Services (CS) stakeholders.
• Understand the CET goals and challenges to align our technical services with their objectives.
• Advocate for the CET needs within the SaaS Technical Services delivery unit to ensure timely resolution of issues and alignment with long‑term objectives.
• Develop and maintain account success plans with key deliverables, milestones, and timelines.
• Drive discussions on service improvements, feature utilization, and roadmap planning.
• Partner with internal technical teams (SaaS Ops, Operate‑MX, SaaS DevOps, and Hosting Providers) to ensure timely resolution of escalated issues and proper implementation of client‑requested features or configurations.
• Monitor key operational metrics (e.g., SLA compliance, ticket ageing, incident trends) and ensure service performance meets client expectations.
• Prepare and deliver regular reports to SaaS CETs, including operational metrics, system health insights, and service usage trends.
• Conduct regular CET syncs, including weekly syncs and monthly performance reviews.
• Collaborate with internal teams to analyse data and identify patterns to mitigate risks and improve the quality of service.
• Provide proactive technical advisory and recommendations to optimise performance and utilisation of our services.
• Facilitate incident management processes, including escalation management, to ensure rapid issue resolution.
• Drive root cause analysis for critical incidents and propose solutions to prevent recurrence.

Who You Are

Why Should You Join Us

At Murex, we believe in providing equal opportunities for all employees and job applicants. Discrimination or harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws is strictly prohibited. This policy applies to all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training. Our commitment to fairness and inclusivity lies at the heart of everything we do.

Santiago, Santiago Metropolitan Region, Chile

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