Technical Account Manager

Application Deadline: 2 October 2026

Department: Support

Employment Type: Full Time

Location: Belfast

Description

Your day to day: Technical Account Manager (TAM)

• 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. Provide continuous support and training as needed.
• 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.

Do you have what it takes?

• 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).

• Strong communication and interpersonal skills to engage with clients and internal teams.
• Ability to understand and articulate client needs, goals, and pain points.
• Proactive problem-solving and risk management capabilities.
• Excellent organizational skills to manage multiple client reviews and requests.

• Experience in analyzing client data to identify trends and provide actionable insights.
• Ability to produce and present detailed reports and strategic recommendations.
• Proficiency in using analytics tools and software.

• Capability to develop and deliver training sessions and workshops.
• Experience in creating and sharing documentation, guides, and best practices.
• Commitment to continuous learning and improvement for yourself and client teams.

• Ability to conduct regular check-ins and review meetings with client teams.
• Act as a primary point of contact for inquiries and escalations.
• Strong relationship-building skills to enhance client satisfaction and ensure maximum value from Napier AI’s solutions.

• Provide strategic recommendations aligned with client business goals.
• Assist in planning and implementing new technologies.
• Offer insights into industry trends and best practices to keep clients ahead.

Why Napier?

• Comprehensive private healthcare through AXA covering optical, audio & dental.
• 25 days of annual leave + bank holidays, your birthday and a wellness day
• Dedicated pension plan through Aviva
• Life Insurance 4x your annual salary
• Enhanced Maternity & Paternity leave
• Income protections policy
• Work from anywhere for up to 1 month
• Access to our employee wellbeing programme.
• Gym membership discounts.
• Flexibility in work schedules and locations, ensuring a work-life balance.
  • This role can be fulfilled either with a hybrid approach or fully in-office – depending on your preference.
• An open and flexible culture that allows you to work in the best way for you.