Technical Account Manager (Integration & Data)

Posted May 27

Description

About us

Here at Xiatech, we believe that a great work-life balance leads to a contented and productive team. We enable all our teams to work remotely in order that they enjoy the flexibility and freedom to work at a time and place convenient to their lifestyle. Of course, when it comes to the serious stuff of doing business, everyone at Xiatech makes themselves available and delivers to a high standard.

Using the latest in Open Source, Microservices, Big Data and Cloud technologies, Xiatech has developed Xfuze, an innovative Hyper-Integration Platform.

Xfuze (https://www.xiatech.co.uk/platform/hyper-integration-platform/) provides organisations with three core capabilities in a single platform:

  1. Real-time system integration
  2. Real-time, single view of data
  3. Real-time, actionable insights, including predictive analytics

The Role

As a Technical Account Manager at Xiatech, you will be responsible for ensuring seamless integration and data partnership services for our clients. This is a client facing role that requires a combination of technical expertise, customer relationship management, and collaboration skills to deliver exceptional support.

This is a fantastic opportunity for a driven individual looking for a role in a company which can offer career progression, personal development and on-the-job training. This exciting role will have a genuine impact from day one and will enable the right person to progress their career in a rapidly expanding organisation.

Key Responsibilities

Customer Relationship Management

  • Act as the primary service point of contact for our largest clients, ensuring their success and satisfaction.
  • Build and maintain strong, long-lasting customer relationships.
  • Understand customer goals, technical needs, and business processes to provide tailored solutions.
  • Overseeing all support activity across the various service lines from the Xiatech system and across customer third-party boundaries.
  • Collaborating with client business stakeholders, client technology functions and third parties in the wider technology landscape.
  • Updating Xiatech and Customer ITIL-aligned systems. 

Technical Expertise

  • Develop a deep understanding of the Xiatech Xfuze platform and associated implementation patterns.
  • Provide technical guidance and support to customers.
  • Troubleshoot and resolve technical issues, coordinating with internal and external teams when necessary.
  • Monitor the performance of the platform and solution to proactively identify potential issues and perform continuous improvement.
  • Provide a deep level of understanding of the client's extended technical landscape including critical business processes.

Service Desk Support

  • Proactively monitor the Service Desk for incidents and events raised by customers via email, portal, phone or automated monitoring systems.
  • Accurately log and define incidents, events, and service requests.
  • Perform initial triage and investigation of incoming events and incidents.
  • Act as a point of contact for information to and from customers and third-line support.
  • Resolve incoming service requests in line with SLAs.
  • Suggest enhancements that will drive down service incidents or improve client satisfaction.

Collaboration

  • Liaise with internal teams, including architecture, engineering, support, development, and project teams.
  • Acting as an Incident Manager to coordinate across parties to resolve platform-related issues, acting as a bridge or escalation point when necessary. 
  • Collaborate with the Xfuze technical and service teams to provide exceptional service management, service improvement and support.

Technical Advisory

  • Provide technical enhancement advisory to ensure clients maximise the use of the Xfuze platform.
  • Work with the product team to understand the Xfuze roadmap and advise clients on new platform capabilities.
  • Act as a client's voice and facilitate feature requests between clients and the Xfuze product team.

Your Knowledge & Experience

  • Experience in a similar technical role within the software industry.
  • Basic knowledge of AWS, AWS Cloud Watch, AZURE, and Google Cloud is advantageous.
  • Experience working across highly integrated landscapes using concepts such as API’s, microservices, cloud infrastructure, data modelling, and event streaming. 
  • Strong technical knowledge, problem-solving, and troubleshooting skills.
  • Excellent customer service skills and confidence in front of clients.
  • Understanding of ITIL and IT best practices (foundation level is desirable).
  • Self-motivated, willing to learn and adapt to changes or new situations.
  • Very good verbal and written communication skills.

The role may require shift work on a regular basis (8.5 hours with an hour for lunch between the hours of 7 am - 11pm, Monday to Friday).

On-call duty every 3rd weekend (24 hours, with a provided company phone).

Your Personality

  • Innovative
  • Driven
  • Resilient
  • Insightful
  • Empathetic
  • Analytical
  • Self-Starter
  • Creative
  • Problem solver
  • Accountable with strong ownership

If you would like the opportunity to join an established UK-based Software as a Service organisation that believe in using the latest leading-edge technology to drive business growth, please enquire now by emailing maddie@xiatech.co.uk

If you receive an offer of employment, this will be conditional upon satisfactory completion of a right to work & identity check, a reference check and a basic criminal record check for any unspent convictions.

Xiatech is proud to be an equal opportunity employer and prohibits discrimination and harassment of any kind.