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About the Role
The Connectivity division of ICE Fixed Income & Data Services (FIDS) provides network connectivity and colocation services to the global financial industry. As a Technical Account Manager, you will manage strategic customer accounts, develop a deep understanding of IDS Connectivity services, and build strong technical relationships with key stakeholders. This role acts as a technical liaison, providing product updates, training, and managing escalations to ensure optimal service value and growth.
Responsibilities
- Maximize current service experience by ensuring infrastructure is optimized and future-proofed.
- Mitigate potential capacity/performance constraints or technology obstacles proactively.
- Conduct regular resiliency and latency-optimization analysis.
- Network within strategic accounts to partner with key business sponsors and technical leads.
- Drive increased adoption and usage of ICE’s Connectivity services.
- Ensure awareness and leverage of the latest technologies and features available to customers.
- Act as a point of escalation for service incidents, coordinating with Network Operations.
- Oversee project-related work (upgrades, migrations, decommissions) in coordination with Service Delivery, Customer Engineering, and Exchange Relations teams.
- Align customer service aspirations with ICE Data Services product roadmaps.
- Ensure customer stakeholders appreciate upcoming new content additions, technology enhancements, and strategic product launches.
- Gather customer feedback on product roadmaps to influence priority setting.
- Understand customer business development roadmaps to align ICE product roadmaps.
- Conduct regular service satisfaction reviews with senior stakeholders using a formal survey template.
- Summarize survey results in an executive management report to drive service and product enhancements.
- Coordinate closely with Account Management, Service Delivery, Customer Engineering, Exchange Relations, Sales, Pre-Sales, Product Management, and leadership teams.
Requirements
- 2+ years’ experience working for a service provider in a Technical Account Management, Pre-Sales, Support or Product Management capacity.
- Knowledge of US equity/options/futures markets, trading technologies, market data vendors, trading venues, market structure.
- Project management experience.
- Attention-to-detail in all aspects of work.
- Confident and professional communication skills.
- Logical and methodical troubleshooting abilities.
- Comfortable following established processes and procedures, and identifying the need for process improvement.
- Accountability, always putting the clients’ interests first.
- Ability to multi-task and prioritize under pressure while maintaining high-quality output and meeting deadlines.
- Strong presentation skills.
- Enjoy building strong relationships with customer accounts.
- Desire to learn about in-depth trading technology.
Skills
- Financial service provider networks
- Global exchange landscape
- Standard market data and trading technology stack
- Account management
- Communication skills
- Technical background
- Performance optimization
- Resiliency analysis
- Latency optimization
- Project management
- Troubleshooting
- Presentation skills
Location
- New York
- Illinois
Work Type
- Full-time
Experience Level
- 2+ years
Salary/Compensations
- New York: $75,000 - $125,000
- Illinois: $70,000 - $110,000
Benefits
- Healthcare coverage (medical, dental and vision)
- 401(k) plan
- Life insurance
- Time off
- Paid leave for qualifying circumstances
About the Company
- The Connectivity division of ICE Fixed Income & Data Services (FIDS) provides network connectivity and colocation services to the global financial industry.
- Through the ICE Global Network, customers can connect to the family of ICE/NYSE exchanges and clearing houses, access the full suite of ICE Data Services content, as well as connect to an extensive range of third-party exchanges and financial content.
- FIDS Connectivity also provides hosting services to allow customers to colocate trading infrastructure with ICE in a number of global financial data centers.
Equal Opportunity
- Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.