Sr Technical Account Manager

ACI Worldwide; Omaha (NE); Hybrid; USD 120,000 - 160,000; Full time

Job summary

ACI Worldwide in Omaha, NE or Norcross, GA is seeking a Senior Technical Account Manager to own the post-implementation technical relationship with complex enterprise customers. You will coordinate across Support, Customer Success, Product, Engineering, and Professional Services to deliver value and manage escalations.

You will act as a trusted technical advisor, ensure SLAs and commitments, and drive strategic initiatives with global customers.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or equivalent practical experience.
• 5–8+ years in Technical Account Management, Customer Success, Technical Consulting, or similar roles.
• Experience supporting enterprise customers in SaaS, hosted, cloud, payments, or fintech environments.
• Proven success managing complex technical escalations and executive-level interactions.
• Ability to understand and explain complex system architectures and integrations.
• Excellent verbal and written communication across technical and non-technical audiences.

Responsibilities

• 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.
• Advocate for customer needs internally and coordinate cross-functional engagement to drive resolution and value realization.
• Manage complex technical issues and escalations, ensuring timely resolution and clear communication.
• Facilitate major incident response, including root cause analysis and post-incident reviews.
• Collaborate with Product, Engineering, and Professional Services to align solutions to customer needs.

Skills

Technical Account Management

Communication skills

Problem solving

Cross-functional collaboration

Customer focus

Technical acumen

Education

Bachelor's degree in Computer Science, Engineering, Information Systems, or equivalent

Job description

Powering the world's payments ecosystem

ACI powers the payments ecosystem - globally, and you power ACI. You'll innovate, collaborate, and grow - in an energetic technology culture with decades of proven success. ACIers - in all roles and levels - are truly your colleagues and many are your friends. Our size and reach allow you to see the global impact of your work. You are visible, your talents are valued, and you are empowered to shape the future of payments.

As 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 Purpose

The 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 Responsibilities

Customer 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.

I n 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.com Job ID (Requisition #19695)

ACI Worldwide is an AA/EEO employer in the United States, which includes providing equal opportunity for protected veterans and individuals with disabilities, and an EEO employer globally.

ACI Worldwide is a global leader in mission-critical, real-time payments software . Our proven, secure and scalable software solutions enable leading corporations, fintechs and financial disruptors to process and manage digital payments , power omni-commerce payments , present and process bill payments , and manage fraud and risk . We combine our global footprint with a local presence to drive the real-time digital transformation of payments and commerce.