Technical Account Manager

Overview:

We are looking for talented individuals with the experience and motivation to join our innovative, fast-paced Precisely Team.  Our Technical Account Managers are skilled business and technical professionals that assist our clients in managing their critical communication processes. The Technical Account Manager will have a strong foundational understanding of Precisely’s software, the technologies and infrastructure required to support Enterprise On-Premises and Hosted Managed Services in a high availability model. The position is responsible for building effective relationships with clients and internal teams to deliver operational excellence and complex solutions in a fast-paced environment.

What you will do:

• Client Relationship: Serve as a point of contact between client and all internal and external teams.
• Client Support: Develop an understanding of Precisely’s service offerings as well as managing daily client production activity.
• Issue Resolution: Manage resolution of issues, including troubleshooting, documenting, and escalating issues to internal teams to achieve prompt and complete resolution to the client’s satisfaction. On-call availability required for critical production issues.
• Service Validation: Participate in validating services are meeting contractual obligations and performance requirements, which may result in opportunities to contribute outside of scheduled hours and occasionally on weekends (approximately once a month). Any work outside of scheduled hours will be compensated in accordance with applicable Australian labor laws.
• Change Management: Work with cross-functional teams to implement service changes for assigned clients by participating in use case development and user acceptance testing and production validation.
• Process Improvement: Provide input to establish Client Services processes and continually seek ways to make existing processes more efficient and effective.

What we are looking for:

• (Equivalent work experience will be accepted in place of the education requirement) Bachelor’s degree from an accredited college (5 years of equivalent experience will be accepted in place of the education requirement).
• Years of experience: 2-5 years of experience in Technical Account Management, Customer Success, Managed Services, Service Delivery, Technical Support, or a related customer-facing technical role.
• Years of experience needed with specific skills 3 years
• Specific technical or software skills required MS Office Suite, Experience with Salesforce, JIRA, or other CRM/ticketing systems.
• Travel is required: Travel may be required to client locations or third-party vendors – Approximately %5
• Exceptional written and verbal communication skills, including English proficiency.
• Detail-oriented personality with strong decision-making and time management skills; ability to manage multiple challenges and varying priorities with a sense of urgency.
• Analytical ability to identify key performance indicators of assigned clients from production metrics.
• Results-oriented mindset; demonstrated flexibility of schedule to meet customer needs and situational awareness while managing a team and/or project.
• Experience with creating and documenting detailed client requirements.

AI Skills/Knowledge:

• Uses AI to synthesize cross-functional data and generate client-ready and management-ready reporting and presentations
• Uses AI to surface client satisfaction signals and usage patterns from support and telemetry data.
• Uses AI to draft client communications and documents such as Root Cause Analysis ensuring quality and accuracy before delivery.
• Uses AI to synthesize support feedback to identify trends and inform proactive client engagement.

Preferred Skills (a plus but not required):

• Knowledge of SQL and writing database queries
• Knowledge of HTML
• Knowledge of Adobe Suite of Products (Acrobat, Photoshop, Illustrator).
• Experience with data visualization tools such as Power BI or Tableau, supporting AI-driven reporting and client dashboards.
• Knowledge of REST APIs or data interchange formats (e.g., JSON, XML), relevant to managing technically integrated client environments.

#LI-SA1