Technical Account Manager

Overview

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

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
• The personal data that you provide as a part of this job application will be handled in accordance with relevant laws. For more information about how Precisely handles the personal data of job applicants, please see the Precisely Candidate Privacy Notice