Location
London

Hours
Full Time, Permanent

Salary
Negotiable

About the Role
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.

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

NewDay values diversity and inclusion, ensuring an authentic working culture where all colleagues can bring their whole selves to work. Reasonable adjustments are available to support candidates throughout the application and interview process.

Experience
- 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.
- 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.

About You
- Curious and proactive in identifying emerging risks and recurring challenges.
- Able to collaborate effectively across multiple teams to resolve issues and improve client experience.
- Comfortable translating complex technical concepts into accessible language.
- Motivated to use data, technology and insight to enhance client relationships and service delivery.

Qualifications
While specific qualifications are not explicitly stated, a strong technical background with experience in cloud environments, SQL, and client-facing roles is essential. A willingness to learn about monitoring and diagnostic tools such as Azure Application Insights, dashboards and visualisation techniques, technical architecture, and AI-driven analytics is highly desirable.