Technical Account Manager

Imagine catching criminals before they strike - that’s exactly what Napier’s AI-powered platform does! By analysing transactions and customers in real time, Napier AI’s technology empowers financial institutions to spot suspicious activity, like money laundering, and stops it in its tracks. Napier AI’s technology works like a digital detective, combining AI with smart analytics to outthink criminals and protect people’s money from becoming criminal proceeds. It’s not just about stopping crime - it’s about making the financial world safer and more trustworthy for everyone. Collaboration, innovation and wonderful people are just some of the reasons to bring your career to Napier. Our culture is shaped by our core values that promote equality, creativity, and opportunity in everything we do.

• 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.

Technical Skills:

• Basic familiarity with user-level Kubernetes, including connecting to clusters, retrieving logs, restarting pods is a plus but not essential.
• 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.
• Experience with Apache NiFi a big plus, specifically modifying and troubleshooting workflows.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Soft Skills:

• 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.

Reporting and Analytics:

• 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.

Knowledge and Training:

• 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.

Client Engagement:

• 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.

Strategic Planning:

• 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.