Job Specifications
At Engine by Starling, 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.
Engine is Starling's software-as-a-service (SaaS) business, the technology that was built to power Starling Bank, and two years ago we split out as a separate business.
Starling has seen exceptional growth and success, and a large part of that is down to the fact that we have built our own modern technology from the ground up. 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.
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. We are looking for future leaders to come and join our team, to build client relationships, and work with them to understand their needs and how we can solve them with Engine's technology.
Who Are Engine By Starling
Engine is the technology arm of Starling, headquartered in London with offices in Dublin, Sydney and the UK. We've recently launched in North America where we are establishing an East Coast HQ, as well as our presence in Canada. This role will be based in Toronto.
We have a Hybrid approach to working here at Engine - our preference is that you're located within a commutable distance of our place of work in Toronto so that we're able to interact and collaborate in person.
Travel (including international) may be necessary depending on the client and nature of the engagement.
About The Role
As the inaugural Senior Technical Account Manager (TAM) for the Canadian region, you will be at the forefront of Engine's strategic market entry. This is a high-impact, executive-facing role, critical to the successful onboarding and sustained success of our newest, strategic Canadian Client. You will serve as the primary technical executive advisor, architecting a strong, foundational relationship that defines our regional credibility.
Reporting directly to the Lead TAM, you will be instrumental in ensuring our strategic client maximises the value of our platform and achieves their business goals, all while architecting and owning the effective localisation of our established global customer success playbook for the unique requirements of the Canadian financial market. This senior position involves fostering trusted relationships with C-level and VP-level senior stakeholders within the client organisation, 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.
You can find out more about our TAM roles using this link here.
What you'll get to do:
Strategic Client Success & Market Establishment (40%)
Drive the technical success strategy for our strategic Canadian launch client, focusing on achieving client satisfaction, maximum platform adoption, and driving quantifiable business outcomes
Guide the execution and localisation of the established global TAM strategy for the Canadian 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 Canadian market operations
Technical Guidance & Incident Management (30%)
Own and direct the end-to-end Major Incident lifecycle for the Canadian client, driving cross-functional resolution for all incidents
Oversee proactive Problem Management initiatives to identify root causes and mitigate systemic risks.
Oversee post-incident review (PIR) evaluation and documentation for all Major Incidents, ensuring 100% completion of preventative actions within a defined timeframe
Global Strategy Execution & Product Influence (20%)
Ensure successful implementation of global product changes and API updates within the client's environment
Synthesise and localise client feedback to identify market-specific product requirements
Serve as the primary voice of the Canadian client in global product forums, ensuring regional strategic requirements are appropriately weighted and incorporated into the international platform roadmap
Continually engage in the client's quarte
About the Company
Hello, we’re Starling.
Banking was broken – so we decided to fix it. The vision? Fast technology, fair service and honest values. All at the tap of a phone, all the time.
We built Britain’s first digital bank.
One hard-won banking licence later, we set about giving people a new way to spend, save and manage their money (and take better care of the planet, too).
We’re changing banking for good.
Back then, we were obsessed with unravelling the knotty world of finance and solving people’s problems rather than selling them ...
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