Technical Account ManagerApplication Deadline: 2 May 2025
Department: Support
Employment Type: Full Time
Location: Sydney
Reporting To: Aaron Tohill
DescriptionNapier is a new breed of financial crime compliance technology specialist. Our AI enhanced platform – Napier Continuum – transforms compliance from legal obligation to competitive edge.
At Napier, our mission is to fight financial crime through automation & AI. We believe that by automating the detection and prevention of financial crime, we can make the world a safer place 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.
Key ResponsibilitiesServe as the primary point of contact for clients, understanding their business goals, value drivers, and Napier AI solutions.Engage with clients from the 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 proactive problem management by anticipating potential issues and mitigating risks before they impact the business.Optimize operational efficiency by identifying and eliminating operational bottlenecks and inefficiencies.Drive strategic value and ROI from Napier AI by providing insights and recommendations to support client business objectives.Ensure client teams are well-trained and equipped with the necessary resources to effectively use and manage Napier products.Promote knowledge and skill development by equipping client teams with the knowledge and tools they need to succeed.You will typically be running multiple reviews and client requests into support, customer success, change, and project teams. There will be no direct reports in this role.Engage & Manage your technical relationship with Napier AI's Professional Services Team by conducting regular check-ins and review meetings.Provide timely and effective technical support and troubleshooting, resolving complex technical problems.Analyse and Optimize client operations by identifying areas for improvement.Offer Strategic Planning and Advisory Support by providing strategic recommendations aligned with business goals.Facilitate Knowledge Management and Training by conducting training sessions and workshops.Monitor proactively and Manage Risks by implementing proactive measures to prevent system failures.Do you have what it takes?Technical Skills:Basic familiarity with user-level Kubernetes.Good understanding of SQL queries, preferably against PostgreSQL databases.Experience running queries against Elastic Search.Experience with Python scripting.Solid understanding of the HTTP protocol.Experience with Apache NiFi a big plus.Proficiency with Microsoft Office Suite.Soft Skills:Strong communication and interpersonal skills.Ability to understand and articulate client needs.Proactive problem-solving and risk management capabilities.Excellent organizational skills.Reporting and Analytics:Experience in analyzing client data.Ability to produce and present detailed reports.Proficiency in using analytics tools and software.Knowledge and Training:Capability to develop and deliver training sessions.Experience in creating and sharing documentation.Commitment to continuous learning and improvement.Client Engagement:Ability to conduct regular check-ins and review meetings.Act as a primary point of contact for inquiries.Strong relationship-building skills.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.By incorporating these skills and experiences, you will contribute significantly to the success and satisfaction of Napier AI's clients.
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