Sr Technical Account Manager

ACI Worldwide•Omaha, NE

4h•Hybrid

About The Position

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! 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.

Requirements

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.
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.

Nice To Haves

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.

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.
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.
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.
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.
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.