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About the Role

As a Senior Technical Account Manager (TAM) in the ANZ region, you will be a key player in the expansion of Engine's presence, serving as the primary technical executive advisor to strategic clients. This role is critical for building trusted relationships, ensuring clients maximize platform value, and contributing to the localization of our client success playbook for the ANZ financial markets. You will foster relationships with C-level and VP-level stakeholders and collaborate with internal teams to drive service excellence and platform evolution. Note: Participation in an on-call rotation is required.

Responsibilities

Drive the technical success strategy for assigned strategic ANZ clients, focusing on satisfaction, platform adoption, and business outcomes.
Apply and refine the global TAM strategy for the ANZ market, ensuring successful platform integration and adoption.
Develop and execute joint success plans with clients, prioritizing technical initiatives for use case success.
Direct and present during Monthly/Quarterly Business Reviews (QBRs), focusing on strategic alignment, platform performance, and feature adoption.
Cultivate trusted advisory relationships with client executive management (VP and C-Suite), influencing technical strategy and translating platform capabilities into strategic value.
Partner with the Client Solutions team to own defect management, triaging, prioritizing, and driving defects to resolution.
Maintain visibility of open defects against client go-live milestones, communicating status, risks, and workarounds.
Identify recurring defect themes and feed them into Problem Management and product feedback.
Manage client change requests end-to-end, assessing impact, coordinating delivery, and ensuring controlled changes.
Keep clients informed of change request status, timing, and outcomes, escalating risks early.
Own and direct the end-to-end Major Incident lifecycle for clients, driving cross-functional resolution.
Ensure successful implementation of global product changes and API updates within client environments.
Capture and manage client feedback on the platform, service, and ways of working, logging and prioritizing it.
Synthesize and localize client feedback to identify market-specific product requirements.
Serve as a primary voice of ANZ clients in global product forums, ensuring regional strategic requirements are incorporated into the international platform roadmap.
Engage in client planning cycles to align Engine's platform roadmap with their business goals.
Contribute to and extend ANZ market-specific knowledge assets to support the regional team.
Act as a regional technical expert, supporting cross-training of internal teams on ANZ client environments and integrations.
Maintain compliance with global knowledge management standards for effective out-of-hours support.

Requirements

5+ years of progressive experience in Technical Account Management or Strategic Customer Success, managing top-tier enterprise accounts.
Proven track record of executing and adapting a defined global strategy or methodology within a specific region or market.
Expert-level technical aptitude with cloud-based SaaS systems and APIs, with the ability to troubleshoot and resolve complex technical issues autonomously.
Proven executive gravitas and effectiveness in influencing technical strategy with C-level and VP-level senior stakeholders in major financial institutions.
Exceptional presentation and interpersonal communication skills, with a track record of conveying complex technical concepts to non-technical executive audiences.
Direct experience operating in or supporting clients in the ANZ market is highly desirable.
Familiarity with APRA- or RBNZ-regulated environments, such as APRA's CPS 230 operational risk and CPS 234 information security standards, is desirable.

Skills

Technical Account Management
Strategic Customer Success
Enterprise Account Management
SaaS
APIs
Cloud-based Systems
Technical Troubleshooting
Executive Communication
Presentation Skills
Interpersonal Communication
Client Relationship Management
Product Roadmapping
Incident Management
Change Management
Defect Management
Knowledge Management

Location

Sydney, Australia (CBD)
Remote (within commutable distance of Sydney office)

Work Type

Hybrid

Experience Level

Senior

Benefits

25 days holiday
Birthday off
Option to opt-out of public holidays
Option to buy/sell up to 5 days of annual leave per year
16 hours paid volunteering time per year
Enhanced Parental Leave
Perkbox
Length of service increased annual leave

About the Company

Starling Bank is the UK’s first and leading digital bank, aiming to fix banking with a technology-driven approach.
Engine by Starling is a separate SaaS business, offering Starling's technology platform to banks and financial institutions globally.
Engine by Starling's technologists work in a fast-paced environment focused on building, creating, and disruptive technology.
The company operates a flat structure, empowering employees to make decisions and fostering innovation and collaboration.
Engine by Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.
The company is committed to diversity & inclusion and seeks individuals from all backgrounds and experiences.

Equal Opportunity

Engine by Starling is an equal opportunity employer, fostering diversity & inclusion.
Individuals are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.