Technical Account Manager - Engine by Starling

Starling Bank is the UK’s first and leading digital bank on a mission to fix banking with more than 3,000 people in our UK offices and 4 MILLION customers in the UK! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way. Now we present… Engine by Starling.

Engine by Starling is Starling’s software-as-a-service (SaaS) business, the technology that was built to power Starling Bank, and over a year ago we split out as a separate business. We are on a mission to find and work with leading banks all around the world who have the ambition to build rapid growth businesses, on our technology.

This SaaS technology platform is now available to banks and financial institutions all around the world, enabling them to benefit from the innovative digital features, and efficient back-office processes that has helped achieve Starling's success.

At Engine by Starling, our technologists are at our very heart and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Engine is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, and discovering to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Engine - our preference is that you're located within a commutable distance of our Toronto office, so that we're able to interact and collaborate in person.

About the Role

As a Technical Account Manager (TAM) at Engine, you will be at the forefront of our client relationships at the heart of our customer success organisation, serving as a trusted advisor and the primary technical point of contact. You will be instrumental in ensuring our clients maximise the value of our platform, achieve their business objectives, and receive exceptional support. This role is critical to the success and satisfaction of our clients, and you will work closely with our Technology, Delivery, and Product teams to foster strong, lasting partnerships.

As part of this role you will be required to participate in an On-Call rotation with the other Technical Account Managers to support our clients out of hours.

You can find out more about our TAM roles using this link here.

What you'll get to do:

Client Relationship Management (40%):

• Build and maintain strong, enduring relationships with clients, understanding their needs, goals, and challenges.
• Serve as the bridge between Engine and our clients, managing all aspects of the client support and experience.
• Engage with product/service owners and incident management specialists within our clients' organisations.
• Participate in monthly and quarterly business reviews with the Client Relationship Director/Engagement lead to discuss strategic initiatives and platform performance.

Strategic Planning and Communication (30%):

• Engage in clients' quarterly planning processes to understand their roadmap and align on business requirements.
• Provide regular, transparent updates to clients on changes, categorised as Critical Path, Immediate Impact, and Roadmap items.
• Collaborate with internal teams, including Solutions Architects and Product Owners, to establish estimated delivery timelines for client requests.
• Communicate and coordinate platform changes, assisting with the creation of client release notes for major API updates.

Technical Guidance and Support (20%):

• Provide technical support and troubleshooting for clients, helping to identify, assess, and triage issues based on severity and impact.
• Guide clients on the optimal use of our product, ensuring they get the best value from its technical features.
• Facilitate ongoing technical support by collaborating with engineering teams to troubleshoot and resolve issues.
• Assist new clients with the onboarding process, guiding them through the run process and supporting them during the UAT phase of project delivery.

Knowledge Management and Improvement (10%):

• Regularly review and update knowledge base materials and runbooks to ensure accuracy and relevance.
• Gather valuable feedback from clients on our product and services, relaying this information to our Technology and Product teams to inform future improvements.
• Contribute to the continuous improvement of our Engine documentation.

Requirements

• Experience in a Service Desk or client-facing platform support management role.
• Proven experience in incident and problem management.
• Technical aptitude and curiosity, with experience working with cloud-based SaaS systems.
• Strong presentation, communication, and facilitation skills, with the ability to convey complex technical concepts to non-technical stakeholders.
• Excellent interpersonal skills and the ability to build strong relationships with clients and key stakeholders.
• Inquisitive with strong analytical skills and a strong attention to detail when understanding client issues, needs, and concerns.
• Confidence to ask insightful questions and engage in conversations with senior bank executives.
• A self-motivated and proactive individual who can work effectively in a highly autonomous environment.
• Ability to work confidently and effectively in a collaborative, flat-structured team environment.

You don’t need to tick every box to apply - If you’re curious, technically capable, great with people and you enjoy untangling complex problems, we’d love to chat. Experience with SaaS, APIs or cloud platforms is helpful, but attitude, ownership and communication matter more to us than a perfect CV.

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

• Take home test
• Video interview - ~60 minutes
• Final Interview ~60 minutes - likely F2F in Toronto

Benefits

About Us

You may be put off applying for a role because you don't tick every box. Forget that! While we can’t accommodate every flexible working request, we're always open to discussion. So, if you're excited about working with us, but aren’t sure if you're 100% there yet, get in touch anyway. We’re on a mission to radically reshape banking – and that starts with our brilliant team. Whatever came before, we’re proud to bring together people of all backgrounds and experiences who love working together to solve problems.

Engine by Starling is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Engine by Starling 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.

When you provide us with this information, you are doing so at your own consent, with full knowledge that we will process this personal data in accordance with our Privacy Notice. By submitting your application, you agree that Engine by Starling and Starling will collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we will process, where we will process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information.