Technical Account Manager

Description Napier 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.
After successfully securing a £45million investment to fuel our ongoing growth and to further invest in our AI products - this is a super exciting time to join Napier as we expand.
The Napier Client support function is expanding, and we are looking for a Technical Account Manager to join us on our journey of customer excellence.
The Technical Account Manager is a dedicated trusted advisor who establishes and maintains a solid understanding of business operations and priorities.
Acting as a main point of contact to mitigate risk, resolve issues, advise on training, and manage regular reviews for discussion of open issues.
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 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.
Implement proactive measures to prevent downtime and disruptions.
Maintain a proactive approach to problem-solving and issue resolution.
Optimise operational efficiency by identifying and eliminating operational bottlenecks and inefficiencies.
Implement best practices and process improvements customised for client operations.
Maximise the performance and reliability of client systems.
Drive strategic value and ROI from Napier AI by providing insights and recommendations to support client business objectives.
Align technical solutions with strategic goals and facilitate innovation and adoption of new technologies within client organisations.
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.
Promote knowledge and skill development by equipping client teams with the knowledge and tools they need to succeed.
Offer training and resources to enhance technical capabilities and ensure continuous learning and improvement within client teams.
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, understanding client needs, goals, and pain points, and acting as the primary point of contact for inquiries and escalations.
Provide timely and effective technical support and troubleshooting, resolving complex technical problems, and coordinating with internal teams to address and resolve escalated issues.
Analyse and Optimise client operations by identifying areas for improvement, implementing process improvements and best practices, and monitoring system performance to optimise configurations.
Offer Strategic Planning and Advisory Support by providing strategic recommendations aligned with business goals, assisting in planning and implementing new technologies, and offering insights into industry trends and best practices.
Facilitate Knowledge Management and Training by conducting training sessions and workshops, developing and sharing documentation, guides, and best practices, and ensuring client teams are equipped with necessary skills and knowledge.
Monitor proactively and Manage Risks by implementing proactive measures to prevent system failures, conducting risk assessments, and developing mitigation strategies tailored to client businesses.
Do you have what it takes?
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 organisational skills to manage multiple client reviews and requests.
Reporting and Analytics: Experience in analysing 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.
Why Napier?
Our people are our most valuable asset, as such, we offer the below benefits to all Naperians Group life assurance policy Income protections policy Access to our employee wellbeing programme 25 days holiday + bank holidays an extra day off to celebrate your birthday Enhanced Maternity & Paternity leave An open and flexible culture that allows you to work in the best way for you Private health and dental insurance Please note: This role is a hybrid role with 2-3 days a week in the Belfast City Centre office.
Interview Process: 30 minute Talent screening, 45 minute Hiring Manager call, 30 minute final interview with CCO and COO.
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.