Senior Technical Account Manager

Mission Statement & Summary 

At NewDay, we’re strengthening how our strategic clients connect with the technology, products and services that support them. As part of our newly formed Client Experience team, the Senior Technical Account Manager will play a key role in making that experience simpler, more proactive and easier to navigate. You’ll be the bridge between our clients and teams across Product, Engineering and Technology, getting underneath technical challenges and turning complex information into clear, useful conversations.  This is an opportunity to combine technical capability with client relationship skills, using data, technology and insight to help create a better experience for some of NewDay’s most important partnerships. 

What You’ll Be Doing 

• Act as a trusted technical contact for strategic clients, helping them navigate technical questions, service issues and escalations with confidence. 
• Bring together colleagues across Product, Engineering, Technology and Operations to investigate challenges, remove blockers and connect clients with the right expertise. 
• Translate complex technical information into clear, accessible communication so clients understand what is happening, what is being done and what comes next. 
• Use SQL, dashboards, monitoring and service data to investigate issues, identify patterns and uncover opportunities to improve performance and the client experience. 
• Take a proactive approach to technical client support, spotting emerging risks, recurring challenges and potential areas of friction before they develop into escalations. 

We’re Looking For These Essential Skills 

• Strong SQL capability, with experience running queries and using data to investigate technical issues, service performance or emerging trends. 
• Good knowledge of Azure, cloud environments and infrastructure, with enough technical depth to understand the landscape and work confidently with specialist engineering teams. 
• Experience using AI-assisted tools such as GitHub Copilot, with an understanding of how they can support technical investigation, problem-solving and productivity. 
• An understanding of APIs, SaaS platforms and technical integrations, with the curiosity to investigate problems and identify when specialist expertise is required. 
• Strong client communication skills, with the ability to take complex technical information and make it clear, relevant and understandable for different audiences. 

We’d Love You To Know Or Learn 

• How monitoring and diagnostic tools such as Azure Application Insights can be used to investigate service performance and technical issues. 
• How dashboards and visualisation can help identify client-impacting trends, recurring issues and opportunities for improvement. 
• How technical architecture, infrastructure and engineering teams work together within a complex cloud-based environment. 
• How AI-driven analytics and automation can help uncover patterns, investigate issues and improve technical support. 
• How to balance short-term investigation and resolution with a proactive approach that improves the longer-term client experience. 

At NewDay, we value all types of diversity. We’re an equal opportunity employer and believe that our differences create a vibrant, authentic working culture. We want all our colleagues to feel able to bring their whole selves to work. We don’t discriminate on the basis of protected characteristics or identities. We make sure that every job is crafted to be inclusive and that people with disabilities or caring responsibilities can take part in the application and interview process.

Tell us if you need accommodations: We’ll put reasonable adjustments in place to support you.

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