Technical Account Manager London

Technical Account Manager

Location: London

About Elwood

Elwood Technologies is a FCA regulated firm that provides end-to-end institutional-grade digital asset Execution Liquidity Access and Portfolio Monitoring & Risk Management Software. Built with institutions for institutions Elwoods EMS offers best available price execution smart order routing and algorithmic tooling alongside a traditional finance grade Portfolio Management and Risk System. Built by industry experts with decades of combined experience in investment management and digital technology we are now looking for a Technical Account Manager to support our Global GCD Team.

Job Description

Elwood Technologies is looking for an expierenced Technical Account Manager to join our Global Client Delivery team. This is an exciting opportunity to begin your career at the intersection of finance and technology working alongside teams in London New York and Singapore to provide seamless 24/7 client support coverage.

You will play a key role in supporting our global clients helping to troubleshoot issues manage live trading and risk queries and contribute to the continual improvement of our products and workflows. This position will include weekend support on a rotating basis as part of our global coverage model.

Key Responsibilities

• Provide Customer support to Elwood customers by investigating and troubleshooting and resolving customer issues via live chat and email

• Manage prioritise and respond to queries relating to execution and risk representation issues

• Support clients with P&L Trades Positions and Risk reconciliation trades positions and P&L reconciliation.

• Engage with customers and collaborate with third parties and partners as required to feedback on Elwood products and services.

• Collaborate with Engineering Product Quants and Sales teams to ensure the timely resolution of client queries service improvements and technical issues.

• Gather customer feedback and provide actionable insights to improve Elwoods products and services.

• Assist in testing new EMS and PMS features including algorithm validation and risk representation checks.

• Gather customer requirements and articulate appropriate technical and non-technical solutions.

• Support new customer onboarding and contribute to the overall success of customer relationship.

• Proactively create and drive impactful changes across support workflows policies and tools

• Provide weekend support as part of a shared global rotation schedule.

Qualifications and Knowledge

• 2-3 years experience in a Trade Support or similar role supporting customers with technical and product issues
• Awareness and passion for blockchain and cryptocurrency and an understanding of associated markets
• General understanding of full front-to-back processing cycle including pre and post Trade Life Cycle
• Strong control focus
• Willingness to learn about Algo execution and valuation / risk representation
• Must be willing to dive into hands-on tasks including rec of large datasets
• Ability to manage client relationships ensuring alignment with the strategic roadmap and delivery commitments
• A team player with good communication skills able to build effective working relationships with other areas of the organisation.
• Needs to be logical forward thinking with good problem solving & time management skills able to perform under pressure
• SQL desirable Python good to have
• Willingness to work rotational weekends to support our global client base.

What we offer:

Competitive salary and compensation packages.

Fully paid medical and discounted dental schemes for employees and their family

Generous time off bank holidays

Cycle to work and Cycle saver Schemes

Weekly Ubereats allowance

Discounted gym scheme

Employee Assistance Programme

Paid study leave and personal leave

Why Elwood

• Join a series A FinTech company and help shape the future of finance
• A startup with deep financial backing and a strong market presence
• Our platform is enabling institutional access to the most exciting growth opportunity in Finance
• Work with a modern technology stack and help solve high impact problems
• Strong client focused team with a diverse background
• Were a Global company and have modern centrally based offices in London New York and Singapore.