Sr Technical Account Manager

ACI Worldwide, Inc.; Omaha (NE); Hybrid; USD 120,000 - 180,000; Full time

Job summary

ACI Worldwide, Inc. is seeking a Senior Technical Account Manager to own post-implementation technical relationships with enterprise customers in the US.

You will collaborate with Support, Customer Success, Product, Engineering, and Professional Services to ensure reliable service delivery and value realization. You will lead strategic engagements, manage complex escalations, and advocate for customer needs while aligning solutions to contractual commitments.

Qualifications

• Bachelor’s degree in CS, Engineering, IS, or equivalent practical experience.
• 5–8+ years in Technical Account Management or similar customer-facing technical roles.
• Experience with enterprise SaaS, cloud, or payments environments.
• Proven ability to handle complex escalations and executive-level interactions.
• Ability to explain complex system architectures and integrations.
• Excellent written and verbal communication across technical and non-technical audiences.

Responsibilities

• Own the post-implementation technical relationship, ensuring stability, performance, and optimization of ACI solutions.
• Advocate for customer needs and coordinate cross-functional engagement to drive resolution and value realization.
• Manage complex technical issues, escalations, and incident response with clear communication.
• Lead strategic engagements and value delivery; contribute to health checks and governance meetings.
• Identify risks and opportunities to improve system performance and customer outcomes.
• Collaborate with Product, Engineering, and Professional Services to align solutions to customer needs.

Skills

Communication

Technical Acumen

Problem Solving

Collaboration

Executive-level interactions

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
• 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.
• 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.

Job ID (Requisition #19696)

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.