Senior Technical Account Manager

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.

As a Senior Technical Account Manager (TAM), you will play a central role in delivering a proactive, client-focused service experience under our new pod operating model. You will act as a trusted partner to our clients—deeply understanding their business, anticipating their needs, and collaborating internally to ensure their continued success. This is a highly impactful client-facing role that combines technical expertise, relationship management, and commercial acumen.

• Develop a deep understanding of each client’s business model, trading strategies, and technology stack.
• Analyze product usage, workflows, and key business drivers to identify needs, patterns, and opportunities.
• Continuously document and refresh client intelligence in our CRM and internal knowledge systems.
• Partner with Product Management and Account Management to align on client objectives and priorities.

• Monitor and assess client sentiment through direct engagement, surveys, and usage analytics.
• Anticipate dissatisfaction or churn risk early by reviewing support trends, renewal timelines, and usage data.
• Lead remediation plans (“path to green”) for at‑risk clients, coordinating across internal teams.
• Track and report satisfaction metrics through governance dashboards, QBRs, and client scorecards.

• Identify upsell and cross‑sell opportunities by understanding client challenges and expansion plans.
• Collaborate closely with Sales to qualify opportunities and support pipeline development.
• Provide business insights and account context to enable strategic growth within your client portfolio.

• Serve as the primary contact for assigned clients, ensuring timely, accurate, and high‑quality responses.
• Manage tickets, track resolution progress, and ensure accountability across all resolving groups.
• Coordinate changes, upgrades, and maintenance activities smoothly, minimizing client impact.
• Proactively schedule client touchpoints (weekly meetings, QBRs, onsite visits) to maintain engagement and transparency.

• Act as Incident Manager for high‑severity issues (Sev1 & Sev2), coordinating communications and technical resolution.
• Ensure proper escalation, root cause documentation, and structured post‑mortems.
• Lead corrective action planning and track follow‑through to prevent recurrence.

• Represent the client’s perspective within our organization, ensuring their needs and priorities drive action.
• Escalate, champion, and track internal progress on critical client issues.
• Facilitate transparency by providing clear, honest updates to clients and internal stakeholders.
• Orchestrate governance meetings (internal and client‑feacing) to review client health and progress.

• Manage end‑to‑end change processes for client environments, ensuring all technical, testing, and approval protocols are met.
• Coordinate pre‑ and post‑change communication, validation, and rollback planning.
• Ensure changes are properly documented, approved, tested, and communicated to clients.

• Deliver tailored onboarding sessions for new clients or new users.
• Identify ongoing training needs and deliver scheduled or ad‑hoc sessions to enhance product utilization.
• Maintain accessible self‑service training materials and documentation.

• Partner with regional pods to ensure seamless 24/5…