{"id":2518197,"url":"https://alion.io/job/murex-saas-technical-account-manager","title":"SaaS Technical Account Manager","company":{"id":52943,"name":"Murex","domain":"murex.com","url":"https://alion.io/company/murex","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":87,"open_postings":11,"ghost_share":0,"stale_share":0.455,"repost_share":0.091,"time_to_fill_p50_days":40,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Solutions","role_family":"Solutions","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Santiago, Chile"],"countries":["CL"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":24000,"max_usd":56000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1651},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-13T00:00:00Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-15T21:21:02Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Murex is a global fintech leader in trading, risk management and processing solutions for capital markets.\nOperating from our 19 offices, 3 400 Murexians from over 65 different nationalities ensure the development, implementation and support of our platform which is used by banks, asset managers, corporations and utilities, across the world.\nJoin Murex and work on the challenges of an industry at the forefront of innovation and thrive in a people-centric environment. You’ll be part of one global team where you can learn fast and stay true to yourself.\nThe team:\nWe 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.\nWhat you’ll do :\nBuild and maintain strong relationships with key Client Evolution Team (CET) and Client Services (CS) stakeholders.\n\nUnderstand the Client Evolution Team (CET) goals and challenges to align our technical services with their objectives.\n\nAdvocate for the Client Evolution Team (CET)needs within the SaaS Technical Services delivery unit to ensure timely resolution of issues and alignment with long-term objectives.\n\nDevelop and maintain account success plans with key deliverables, milestones, and timelines.\n\nDrive discussions on service improvements, feature utilization, and roadmap planning.\n\nPartner 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.\n\nMonitor key operational metrics (e.g., SLA compliance, ticket ageing, incident trends) and ensure service performance meets client expectations.\n\nPrepare and deliver regular reports to SaaS CETs, including operational metrics, system health insights, and service usage trends.\n\nConduct regular Client Evolution Team (CET) syncs, including weekly syncs and monthly performance reviews.\n\nCollaborate with internal teams (SaaS Ops, Operate-MX, SaaS DevOps, and Hosting Providers) to analyze data and identify patterns to mitigate risks and improve the quality of service.\n\nProvide proactive technical advisory and recommendations to SaaS CETs to optimize the performance and utilization of our services.\n\nFacilitate incident management processes, including escalation management, to ensure rapid issue resolution.\n\nDrive root cause analysis for critical incidents and propose solutions to prevent recurrence.\n\nWho you are:\nBachelor's degree in Computer Science Engineering, or a related field\n\nOver 5 years of experience in client-facing technical roles, such as Technical Support Engineer or Technical Consultant.\n\nStrong client relationship management and communication skills.\n\nStrong technical foundation with an in-depth understanding of infrastructure, IT services, and advanced monitoring principles.\n\nProficiency in using ticketing systems, monitoring tools, and reporting dashboards.\n\nAnalytical mindset with the ability to interpret metrics and identify trends.\n\nAdvanced problem-solving capabilities, particularly in the context of managing escalations and addressing critical incidents effectively.\n\nFamiliarity with SLA management, ITIL frameworks, and best practices in incident management to ensure service quality.\n\nKnowledge of system health monitoring, security standards, and disaster recovery solutions.\n\nKnowledge of the MX.3 technical aspects is added advantage.\n\nWhy should you join us:\nJoin a global market leader with a strong people-first focus.\n\nExcellent Medical, dental, and short & long-term disability programs.\n\nPaid 20 days holiday and 5 days sick leaves.\n\nBe part of a diverse and inclusive team.\n\nWork in an agile environment where you can collaborate with global teams from various expertise.\n\nAt 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.\nThis policy applies to all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training. 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