Senior 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 Sydney office in the CBD, so that we're able to interact and collaborate in person.

About the role

As a Senior Technical Account Manager (TAM) in our growing Australia and New Zealand (ANZ) region, you will join an established regional TAM team and play a key role in the continued success and expansion of Engine's presence in the market. This is a high-impact, executive-facing role, critical to the sustained success of our strategic ANZ clients. You will serve as the primary technical executive advisor, building strong, trusted relationships that strengthen our regional credibility.

Working closely with the regional and global TAM teams, you will be instrumental in ensuring our strategic clients maximise the value of our platform and achieve their business goals, while contributing to the ongoing localisation of our established global client success playbook for the unique requirements of the ANZ financial markets. This senior position involves fostering trusted relationships with C-level and VP-level senior stakeholders within client organisations, and leveraging internal Technology, Delivery, and Product teams to drive exceptional service and platform evolution.

Note: You will be required to participate in an On-Call rotation (e.g., 1 week every 8-10) with other global TAMs to support our global clients outside of standard business hours.

What you'll get to do:

Strategic Client Success & Regional Growth (40%)

• Drive the technical success strategy for your assigned strategic ANZ clients, focusing on achieving client satisfaction, maximum platform adoption, and driving quantifiable business outcomes.
• Apply and help refine the established global TAM strategy for the ANZ market, ensuring successful platform integration and adoption.
• Develop and execute joint success plans with the client, identifying and prioritising technical initiatives that secure the client's use case success.
• Direct and present during Monthly/Quarterly Business Reviews (QBRs), focusing on strategic alignment, platform performance, and identifying opportunities for key feature adoption growth and value realisation.
• Cultivate and maintain a trusted advisory relationship with the client's executive management team (VP and C-Suite), influencing their technical strategy and translating complex platform capabilities into clear strategic value for their ANZ operations.

Technical Guidance, Defect, Change & Incident Management (30%)

• Partner with the Client Solutions team to own defect management for your clients, triaging and prioritising defects and driving them to resolution with Technology and Product teams so that clients can reach go-live on schedule.
• Maintain clear visibility of open defects against each client's go-live milestones, communicating status, risk and workarounds to client stakeholders and escalating go-live blockers early.
• Identify recurring defect themes and feed them into Problem Management and product feedback to reduce repeat issues across clients.
• Manage client change requests end to end, assessing impact, agreeing priorities and coordinating delivery with Technology, Product and Delivery teams so that changes are controlled and do not put client go-live or stability at risk.
• Keep clients informed of the status, timing and outcome of their change requests, and escalate scope, timeline or dependency risks early.
• Own and direct the end-to-end Major Incident lifecycle for your clients, driving cross-functional resolution for all incidents.

Global Strategy Execution & Product Influence (20%)

• Ensure successful implementation of global product changes and API updates within the client's environment.
• Capture and manage general client feedback on the platform, service and ways of working, logging and prioritising it, and closing the loop with clients on actions and outcomes.
• Synthesise and localise client feedback to identify market-specific product requirements.
• Serve as a primary voice of ANZ clients in global product forums, ensuring regional strategic requirements are appropriately weighted and incorporated into the international platform roadmap.
• Continually engage in the client's quarterly and annual planning cycles to ensure Engine's platform roadmap aligns with their critical business goals in the ANZ market.

Knowledge Management & Mentorship (10%)

• Contribute to and extend ANZ market-specific knowledge assets (e.g., localised runbooks, best practice guides) to support the regional team and onboard future TAM hires.
• Act as a regional technical expert, proactively supporting cross-training of internal teams (e.g., Sales, Delivery) on the nuances of ANZ client environments and integrations.
• Maintain compliance with global knowledge management standards, ensuring teams in other regions can support out of hours effectively.

Requirements

• 5+ years of progressive experience in Technical Account Management or a Strategic Customer Success role, with a demonstrated focus on managing top-tier enterprise accounts.
• Proven track record of executing and adapting a defined global strategy or methodology within a specific region or market.
• Expert-level technical aptitude with cloud-based SaaS systems and APIs, demonstrated by the ability to troubleshoot and resolve complex technical issues with autonomy.
• Proven executive gravitas and effectiveness in influencing and guiding technical strategy with C-level and VP-level senior stakeholders in a major financial institution environment.
• Exceptional presentation and interpersonal communication skills, with a track record of successfully conveying complex technical concepts to non-technical executive audiences.
• Direct experience operating in or supporting clients in the ANZ market is highly desirable including familiarity with APRA- or RBNZ-regulated environments, such as APRA's CPS 230 operational risk and CPS 234 information security standards.

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:

• First Interview (45 mins) - Phone/Video call with existing Engine team members.
• Second Architecture Interview, including small presentation/system design (90 mins)
• Final Interview (30 mins)

Benefits

• 25 days holiday. You’ll also get your birthday on us
• The option to opt-out of public holidays
• The option to buy/sell up to 5 days of annual leave a year
• 16 hours paid volunteering time a year
• Enhanced Pat & Mat leave
• Perkbox
• Length of service increased annual leave

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 Bank 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.

We use AI tools to support various parts of our recruitment process, helping our team manage applications and assessments more efficiently. These tools are strictly used for support and do not replace human judgment with all final hiring decisions being made by our team. If you would like more information about how your data is processed, please reach out to us.