Description
We are looking for a Technical Account Manager to join our successful Business Development team. Our Technical Account Managers (TAMs) are specialised professionals who collaborate with our Solution Consultants & Member Integration Executives and our members, ensuring that our products and services align with the members' technical needs, business objectives and Cifas solution requirements.
The TAM combines deep technical expertise with strong interpersonal skills to understand member requirements, communicate effectively with key stakeholders, and facilitate the successful adoption and use of Cifas solutions. Working proactively to maintain member satisfaction, the TAM anticipates and addresses all technical challenges proactively managing and optimising all technical aspects of the relationship ensuring a successful outcome for all our members.
Key Responsibilities
Working alongside our experienced team of industry experts, you will be responsible for:
* Acting as the primary technical point of contact for a portfolio of new or existing members, addressing any technical queries or concerns to support the onboarding and adoption of new products and services.
* Understanding the members solution requirements and technical environment to provide tailored technical guidance and support.
* Helping members realise value from the products or services in a live environment, whilst developing and maintaining a deep understanding of the products, services, and technical capabilities of Cifas.
* Collaborating with business development, onboarding and product teams to design and implement technical solutions that align with the members’ requirements and objectives.
* Managing the onboarding process for new members, ensuring a smooth transition and successful implementation of products or services into ‘business as usual’ support, providing ongoing training and technical workshops to enhance members’ understanding and utilisation of our products and services.
* Monitoring and reporting on the performance of products and services, whilst recommending improvements and/or new solutions to support our members’ requirements.
* Using data analytics and usage reporting to help solve problems, optimise results and improve product or service usage.
* Conducting regular technical reviews and check-ins to ensure member needs are being met and to identify opportunities for growth and retention.
* Facilitating communication between the member and internal technical teams, translating technical jargon into business language as necessary.
* Proactively identifying and mitigating risks that could impact member satisfaction or project success and sign off into ‘business as usual’.
Skills, Knowledge and Expertise
To be successful in this role, you will have:
* A degree level education or equivalent and/or relevant previous work experience.
* Previous exposure to fraud investigation and knowledge of Cifas systems and processes would be advantageous.
* Extensive experience of working with fraud prevention systems and technology.
* Demonstrable ability to influence and bring others along with you on the journey, seeking a win-win approach to business and member experience.
* Proven skills to apply analytics to support data-driven advice and guidance on products.
* A proactive mindset to identify opportunities and pre-emptively take action before issues arise.
* The ability to empathise and bring solutions when faced with challenges, valuing honesty and integrity when interacting with others.
* Experience of taking responsibility and accountability for getting the job done, with drive and enthusiasm to constantly improve how we work.
* Proven time management skills to manage competing priorities to provide practical solutions whilst working professionally and autonomously to meet deadlines.
* Excellent collaboration and interpersonal skills to forge strong working relationships across teams and the wider business.
* Exceptional level of digital literacy including Advanced Microsoft Office PowerPoint and Excel.
Benefits
In return for helping us take the fight to fraud, all our employees receive an impressive benefit package, which includes:
* Remote working with approximately 2 days a month in the London office.
* Generous annual leave allowance plus the bank holidays
* Private healthcare
* Excellent pension package through salary sacrifice
* Personal and professional growth
* Employee wellbeing services – Wellbeing hub access with resources to various online exercise content, meditation guides, sleep stories and yoga.
We have introduced agile ways of working, allowing teams to decide how best they work, while ensuring regular opportunities to collaborate and innovate. We create an environment to help you to unleash your potential and perform the most rewarding work of your career, whist keeping your wellbeing at the foremost with initiatives in place to promote the wellness of our people.
We are committed to building a diverse and inclusive culture and have dedicated inclusion champions across the business to celebrate and promote our uniqueness. We also have a dedicated team of volunteers looking for innovative ways to give back as part of our commitments under our Corporate Social Responsibility. We are delighted to be recognised in the 2021, 2022 and 2024 best companies to work for listings. We have also been awarded the Investors In People Gold accreditation.
If you are passionate about our purpose and would like an opportunity to make a valuable contribution to fraud prevention, we would like to hear from you.
Cifas is the UK’s leading fraud prevention service, managing the largest database of instances of fraudulent conduct in the country. Our members are organisations from all sectors, sharing their data across those sectors to reduce instances of fraud and financial crime. Operating as a not-for-profit means our teams put all their efforts into our mission of fighting fraud, rather than creating a financial return for shareholders.
Fraud presents a serious and significant threat to the UK and our role in protecting businesses, the public and the economy from fraud is now more important than ever before. As a result, we have ambitious plans to innovate and create new services and products that will significantly improve the way that we and our members tackle fraud.
Our employees play a crucial part in ensuring we remain the UK's leading fraud prevention service, whilst also ensuring our members remain at the heart of everything we do.