Job DescriptionAs a
Sr Technical Account Manager in
Omaha, NE or Norcross, GA, you will join a diverse, passionate team, dedicated to powering the world's payments ecosystem!
Job PurposeThe Senior Technical Account Manager (Sr TAM) is a senior-level, customer-facing technical professional responsible for managing complex, high-value customer relationships. The Sr TAM ensures customers receive exceptional technical service delivery aligned with contractual commitments, customer business objectives, and ACI operational standards. This role acts as a trusted technical advisor to customers and a key internal partner to Support, Customer Success, Product, Engineering, and Professional Services teams.
Essential Functions and ResponsibilitiesCustomer Technical Ownership
- Serve as the primary technical point of contact for assigned complex or enterprise customers.
- Own the post-implementation technical relationship, ensuring stability, performance, and optimization of ACI
solutions. - Develop deep understanding of customer environments, business priorities, and contractual obligations.
- Advocate for customer needs internally and coordinate cross-functional engagement to drive resolution and value realization.
- Escalation & Issue Management
- Manage complex technical issues and escalations, ensuring timely resolution and clear communication.
- Facilitate major incident response, including root cause analysis and post-incident reviews.
- Ensure adherence to SLAs and service commitments in collaboration with Support and Operations teams.
- Strategic Engagement & Value Delivery
- Leverage AI tooling to bring velocity, holistic understanding and value to the customer relationship
- Perform as a key contributor for technical reviews, health checks, and service governance meetings with customers.
- Identify risks, trends, and opportunities to improve system performance and customer outcomes.
- Partner with Customer Success and Sales to support renewals, expansions, and strategic initiatives.
- Collaboration & Knowledge Sharing
- Collaborate closely with Product, Engineering, and Professional Services to align solutions to customer needs.
- Share best practices and provide informal mentoring to other Technical Account Managers.
- Contribute to continuous improvement of TAM processes, tools, and documentation.
Qualifications (Education, Experience, Knowledge, Skills, and Abilities)- Bachelor's degree in Computer Science, Engineering, Information Systems, or equivalent practical experience.
ACI Worldwide Job Description - 5-8+ years of experience in Technical Account Management, Customer Success, Technical Consulting,
or similar customer-facing technical roles. - Experience supporting enterprise customers in SaaS, hosted, cloud, payments, or financial technology environments.
- Demonstrated success managing complex technical escalations and executive-level customer interactions.
- Strong ability to understand and explain complex system architectures and integrations.
- Excellent verbal and written communication skills across technical and non-technical audiences.
- Proven ability to operate effectively in high-pressure, customer-critical situations.
Preferred Qualifications (Education, Experience, Competencies) - Prior experience in payments, financial services, or mission-critical transaction processing environments.
- Experience working with globally distributed customers and cross-functional teams.
- Familiarity with service governance models and enterprise support frameworks.
Competencies:- Customer Focus
- Technical Acumen
- Problem Solving
- Communication
- Collaboration
- Results Orientation
- Continuous Improvement
Work Environment: - Primarily office or remote-based work environment.
- Occasional travel may be required to customer sites or internal meetings.
Physical demands: - Ability to sit or stand for extended periods of time.
- Ability to work at a computer and communicate effectively via phone and video conferencing tools.
Applicants
must be currently authorized to work in the United States on a full-time basis. This position
does not offer sponsorship for employment visa status or work permit now or in the future.
In return for your expertise, we offer opportunities for growth, career development, and a competitive compensation and benefits package-all within an innovative and collaborative work environment.
Are you ready to help us transform the payments ecosystem? To learn more about ACI Worldwide, visit our web site at
www.aciworldwide.comJob ID
(Requisition #19695)#LI-LF1
#LI-Hybrid
