Technical Account Manager

What you'll be doing:

• 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.

Do you have what it takes:

• 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).

• 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.

Why join us at Napier?

• Work at the forefront of AI-powered financial crime prevention, partnering directly with leading banks and financial institutions.
• Gain deep technical exposure across the full client lifecycle, from implementation through to ongoing support and strategic advisory.
• Collaborate with a fast-growing, innovation-led team solving real problems in AML and compliance technology.
• Be part of a company scaling globally, with the autonomy to shape client relationships and drive measurable impact.

About
We are compliance technology specialists. Our platform is founded on broad experience and deep expertise; and our products increase efficiency and minimise risk by successfully combining big data technologies with AI and machine learning. It all adds up to the world’s first truly intelligent compliance platform.But tech is only half the story. Our intelligent approach is applied to underpin your policy, process and procedure, so you can focus on specific outcomes. The Napier platform is fast, scalable and easily configurable, as well as user-friendly. It rapidly strengthens your AML defences and trade compliance capabilities, while meeting your company’s compliance obligations and challenges in any sector.