Technical Account Manager - Director

FICO

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About The Position

At FICO, we are responsible for delivering FICO’s state of the art applications in both the private and public cloud space. Our Technical Account managers are able to add significant value to our customer delivery due to their depth of project management, cyber security, and technical expertise. Technical Account Managers deliver solutions in a fast-paced, client-facing, dynamic environment. They acts as a key interface among IT, Operations, Professional Services, Product, and our client in support of our client’s technical solution, requests, and concerns. If you are excited by innovation and driven to succeed, you will find working for the Global Technology Services group an exciting and rewarding journey.” – Vice President, US Global Technology Services

Requirements

• Bachelor's degree in computer science or related field and or equivalent experience.
• Experience in technical Saas implementations with history of increasing responsibility.
• Must have experience working on customer implementations in a large, complex information systems environment.
• Must have project experience with environments containing cardholder data, data privacy, and personal identifiable information (PII).
• Self-directed with independent work delivery. Escalates appropriately and keeps stakeholders informed.
• Direct experience with waterfall and agile project management processes and methodologies.
• Experience with end-to-end software development project lifecycle (requirements, development, testing, implementation, warranty).
• Excellent interpersonal skills - strong verbal and written skills; ability to engage with senior business and technology leaders.
• Ability to own problems and to find solutions.

Nice To Haves

• PMP Project Management certification preferred.
• Experience across the entire technology stack including server, database, network, and storage is ideal.

Responsibilities

• Provide technical support for a large client collaborating closely with the Customer Support Manager to ensure technical impacts are managed appropriately.
• Work closely with GTS teams to ensure consistent, high-quality product/solution delivery with long-term sustainability.
• Manages IT relationships and concerns for the client, working alongside the Global Technology Services team and any relevant Project Manager, Professional Services, Product and Account Managers.
• Develops overall technology solution knowledge within the relevant clients and ensures consistent high levels of service.
• Works with the client and Global Technology Team to ensure the success of new services for our clients.
• Managing customer satisfaction from a technology solution standpoint and the relevant reporting of the performance of the services against the Service Level Agreements.
• Works with Operations for critical client specific issues.
• Collaborate with the Cyber Security team to ensure that security policies are addressed with the client.
• Build trusted relationships with a broad spectrum of stakeholders from senior executives to support desks. Leveraging these relationships effectively to validate assumptions, acquire useful information, negotiate among competing objectives, resolve issues, manage change, agree to direction, and achieve consensus.

Benefits

• An inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others.
• The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences.
• Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so.
• An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees