Note: The job is a remote job and is open to candidates in USA. Napier AI is a compliance technology specialist focused on AI-powered financial crime prevention. The Technical Account Manager will serve as the primary contact for clients, ensuring their needs are met and providing support throughout the client lifecycle.
Responsibilities
- Serve as the primary point of contact for clients, understanding their business goals, value drivers and Napier AI solutions
- Engage with clients from project phase through to implementation and support, ensuring quick resolution of issues with minimal business impact
- Collaborate with various teams to support product roadmap alignment, change management, and release processes
- Facilitate technical discussions and strategic planning sessions with client IT departments
- Analyse client data to identify trends and provide actionable insights that drive strategic value and ROI from Napier AI solutions
- Ensure client teams are well-trained and equipped with the necessary resources to effectively use and manage Napier products. Provide continuous support and training as needed
- Maintain a client-first mentality, constantly assessing and enhancing client satisfaction through strategic improvements and day-to-day support
- Communicate confidently with senior-level managers and stakeholders within client organisations, tailoring messaging to the seniority of the audience
- Develop clear, coherent remediation plans and present them in a way that is appropriate to the seniority of the audience
- Navigate difficult conversations with clients in a supportive and professional manner
- Apply a curious, analytical mindset to interrogate data and understand what is driving an issue
- Review logs and correlate events to drill down to root cause, manipulating data as needed to restore service
- Engage directly with customers with empathy, going beyond the technical detail to understand the business outcome the client is seeking
- Collaborate with other departments across the company to deliver positive customer outcomes
- Author knowledge base documentation for complex workarounds and solutions
- Use your experience to help drive improvements to key operational processes
Skills
- Good understanding of SQL queries, preferably against PostgreSQL databases
- Experience running queries against Elastic Search
- Experience with Python scripting, mainly reviewing and modifying existing scripts that are returning errors
- Solid understanding of the HTTP protocol, including request/response headers, response codes, authentication types, performing manual queries with Postman (or similar), REST and webhooks
- Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Strong communication and interpersonal skills to engage with clients and internal teams
- Ability to understand and articulate client needs, goals, and pain points
- Proactive problem-solving and risk management capabilities
- Excellent organizational skills to manage multiple client reviews and requests
- Experience in analyzing client data to identify trends and provide actionable insights
- Ability to produce and present detailed reports and strategic recommendations
- Proficiency in using analytics tools and software
- Capability to develop and deliver training sessions and workshops
- Experience in creating and sharing documentation, guides, and best practices
- Commitment to continuous learning and improvement for yourself and client teams
- Ability to conduct regular check-ins and review meetings with client teams
- Act as a primary point of contact for inquiries and escalations
- Strong relationship-building skills to enhance client satisfaction and ensure maximum value from Napier AI's solutions
- Provide strategic recommendations aligned with client business goals
- Assist in planning and implementing new technologies
- Offer insights into industry trends and best practices to keep clients ahead
- Basic familiarity with user-level Kubernetes, including connecting to clusters, retrieving logs, restarting pods is a plus but not essential
- Experience with Apache NiFi a big plus, specifically modifying and troubleshooting workflows
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