Strategic Technical Account Manager – Data-Driven Success

Napier AI; Belfast City District; Hybrid; GBP 55,000 - 85,000; Full time

Benefits offered by this job

Comprehensive private healthcare

25 days annual leave + holidays

Pension plan

Life Insurance

Parental leave

Wellbeing programme

Gym discounts

Flexible work schedules

Work from anywhere up to 1 month

Hybrid or in-office option

Job summary

Napier AI is seeking a Technical Account Manager (TAM) in Belfast to act as the main client contact from project through implementation and support. You will analyse client data, propose strategic improvements, and coordinate with product teams to drive value from Napier AI solutions.

You will also help train client teams, document processes, and communicate with senior stakeholders while maintaining a strong client-focused approach and proactive risk management.

Qualifications

• 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).

Responsibilities

• 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.
• 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.

Skills

Kubernetes basics

SQL (PostgreSQL)

Elastic Search

Python scripting

HTTP/REST/Webhooks

Apache NiFi

MS Office

Tools

PostgreSQL

Elastic Search

Apache NiFi

Job description

Napier AI is seeking a Technical Account Manager (TAM) in Belfast to act as the main client contact from project through implementation and support. You will analyse client data, propose strategic improvements, and coordinate with product teams to drive value from Napier AI solutions.

You will also help train client teams, document processes, and communicate with senior stakeholders while maintaining a strong client-focused approach and proactive risk management.