Technical Account Manager (Integration & Data)

About us

Here at Xiatech, we believe that a great work-life balance leads to a contented and productive team. We enable all our teams to work remotely in order that they enjoy the flexibility and freedom to work at a time and place convenient to their lifestyle. Of course, when it comes to the serious stuff of doing business, everyone at Xiatech makes themselves available and delivers to a high standard.

Using the latest in Open Source, Microservices, Big Data and Cloud technologies, Xiatech has developed Xfuze, an innovative Hyper-Integration Platform.

Xfuze (https://www.xiatech.co.uk/platform/hyper-integration-platform/) provides organisations with three core capabilities in a single platform:

1. Real-time system integration
2. Real-time, single view of data
3. Real-time, actionable insights, including predictive analytics

The Role

As a Technical Account Manager at Xiatech, you will be responsible for ensuring seamless integration and data partnership services for our clients. This is a client facing role that requires a combination of technical expertise, customer relationship management, and collaboration skills to deliver exceptional support.

This is a fantastic opportunity for a driven individual looking for a role in a company which can offer career progression, personal development and on-the-job training. This exciting role will have a genuine impact from day one and will enable the right person to progress their career in a rapidly expanding organisation.

Key Responsibilities

Customer Relationship Management

• Act as the primary service point of contact for our largest clients, ensuring their success and satisfaction.
• Build and maintain strong, long-lasting customer relationships.
• Understand customer goals, technical needs, and business processes to provide tailored solutions.
• Overseeing all support activity across the various service lines from the Xiatech system and across customer third-party boundaries.
• Collaborating with client business stakeholders, client technology functions and third parties in the wider technology landscape.
• Updating Xiatech and Customer ITIL-aligned systems. 

Technical Expertise

• Develop a deep understanding of the Xiatech Xfuze platform and associated implementation patterns.
• Provide technical guidance and support to customers.
• Troubleshoot and resolve technical issues, coordinating with internal and external teams when necessary.
• Monitor the performance of the platform and solution to proactively identify potential issues and perform continuous improvement.
• Provide a deep level of understanding of the client's extended technical landscape including critical business processes.

Service Desk Support

• Proactively monitor the Service Desk for incidents and events raised by customers via email, portal, phone or automated monitoring systems.
• Accurately log and define incidents, events, and service requests.
• Perform initial triage and investigation of incoming events and incidents.
• Act as a point of contact for information to and from customers and third-line support.
• Resolve incoming service requests in line with SLAs.
• Suggest enhancements that will drive down service incidents or improve client satisfaction.

Collaboration

• Liaise with internal teams, including architecture, engineering, support, development, and project teams.
• Acting as an Incident Manager to coordinate across parties to resolve platform-related issues, acting as a bridge or escalation point when necessary. 
• Collaborate with the Xfuze technical and service teams to provide exceptional service management, service improvement and support.

Technical Advisory

• Provide technical enhancement advisory to ensure clients maximise the use of the Xfuze platform.
• Work with the product team to understand the Xfuze roadmap and advise clients on new platform capabilities.
• Act as a client's voice and facilitate feature requests between clients and the Xfuze product team.

Your Knowledge & Experience

• Experience in a similar technical role within the software industry.
• Basic knowledge of AWS, AWS Cloud Watch, AZURE, and Google Cloud is advantageous.
• Experience working across highly integrated landscapes using concepts such as API’s, microservices, cloud infrastructure, data modelling, and event streaming. 
• Strong technical knowledge, problem-solving, and troubleshooting skills.
• Excellent customer service skills and confidence in front of clients.
• Understanding of ITIL and IT best practices (foundation level is desirable).
• Self-motivated, willing to learn and adapt to changes or new situations.
• Very good verbal and written communication skills.

The role may require shift work on a regular basis (8.5 hours with an hour for lunch between the hours of 7 am - 11pm, Monday to Friday).

On-call duty every 3rd weekend (24 hours, with a provided company phone).

Your Personality

• Innovative
• Driven
• Resilient
• Insightful
• Empathetic
• Analytical
• Self-Starter
• Creative
• Problem solver
• Accountable with strong ownership

If you would like the opportunity to join an established UK-based Software as a Service organisation that believe in using the latest leading-edge technology to drive business growth, please enquire now by emailing maddie@xiatech.co.uk

If you receive an offer of employment, this will be conditional upon satisfactory completion of a right to work & identity check, a reference check and a basic criminal record check for any unspent convictions.

Xiatech is proud to be an equal opportunity employer and prohibits discrimination and harassment of any kind.

Here at Xiatech, we believe that a great work-life balance leads to a contented and productive team. We enable all our teams to work remotely in order that they enjoy the flexibility and freedom to work at a time and place convenient to their lifestyle. Of course, when it comes to the serious stuff of doing business, everyone at Xiatech makes themselves available and delivers to a high standard.

Using the latest in Open Source, Microservices, Big Data and Cloud technologies, Xiatech has developed Xfuze, an innovative Hyper-Integration Platform.

Xfuze (Hyper-Integration Platform - Xiatech) provides organisations with three core capabilities in a single platform:
1. Real-time system integration
2. Real-time, single view of data

3. Real-time, actionable insights, including predictive analytics