Technical Account Manager

Department: Support

Employment Type: Full Time

Location: Wilmington, Virginia, USA, Hybrid

What youll 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.