Technical Account Lead - Remote

Join a dynamic team at the pulse of global markets, where we deliver innovative software and service solutions for essential financial reporting and capital markets transactions. At DFIN, we are a values-driven organization that empowers you to build a fulfilling career while bringing your authentic self to work every day. Our "Win as One" mentality ensures that our team's success is directly linked to Client, Shareholder and Employee Satisfaction.
Recognized as one of AMERICA'S MOST LOVED WORKPLACES® for five consecutive years and a Built In Best Places to Work for six years, we are committed to our employees' total well-being. Enjoy competitive compensation, a flexible workplace, comprehensive benefits, and opportunities for professional growth. Bring your passion and talents to DFIN - because being YOU thrives here.
Summary:
Acts as the technical service liaison between customer, multiple production platforms, and Product. Advocates on behalf of the client with a proactive, collaborative approach to all departments and the production teams. Uses experience and knowledge to provide advisory and consultant services to clients to provide direction in meeting their project needs and goals to achieve and meet specific regulatory requirements of the client.
Responsibilities:
• Handles day-to-day account management, client interactions and handling routine technical support issues with a growing level of technical proficiency. • Serve as the main technical services liaison for assigned accounts, addressing their needs and concerns with expertise and urgency. • Establish strong, long-term relationships with clients, understanding their business requirements and aligning our solutions to meet their needs. • First point of service escalation for clients, SDAs and internal partners. • Host regular touch points with assigned clients to set priorities, work through challenges, discuss best practices, coordinate testing, holiday coverage, etc. • Participates in QBRs • Conducts Wellness/Optimization checks with clients • Review/approve billing, weekly, end of month and ad hoc throughout week • Working knowledge of SEC regulations and electronic filing requirements (e.g., N-PORT, N-CEN, N-MFP) and experience supporting compliance workflows • Basic knowledge of XBRL dependencies within specific Arc Suite platforms • Basic ability to troubleshoot and problem solve issues and complex application setups. • Basic technical acumen and product knowledge. • Basic production knowledge.
Qualifications:
• Generally newer to the role, with 1-3 years of Arc Suite experience in technical account management or related fields. • Proven experience and mastery of one or more of the Arc Suite applications; ArcPro, ArcReporting and/or ArcFiling is required. • B.S./B.A. preferred; equivalent experience in lieu of degree accepted.
Preferred Skills:
• Excellent verbal, written, and interpersonal communication skills. • Self-motivated with strong propensity for action, results and continuous improvement. • The ability to work successfully in a high-energy, fast paced, rapidly changing environment is necessary. • Exceptional organizational skills with the ability to multi-task and manage multiple. processes, programs, and procedures simultaneously while working under pressure to meet deadlines. • Proven track record of solving technical problems.
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