Sr Technical Account Manager

ACI powers the payments ecosystem globally. As a Senior Technical Account Manager, you’ll innovate, collaborate, and grow within an energetic technology culture with decades of proven success. Join a diverse, passionate team dedicated to shaping the future of payments.

About the role

The Senior Technical Account Manager (Sr TAM) is a senior-level, customer-facing technical professional responsible for managing complex, high-value customer relationships. This role ensures customers receive exceptional technical service delivery aligned with contractual commitments, customer business objectives, and ACI operational standards. The Sr TAM acts as a trusted technical advisor to customers and a key internal partner to Support, Customer Success, Product, Engineering, and Professional Services teams.

Responsibilities

• Customer Technical Ownership
  • 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 a 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.

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.

Preferred Qualifications

• 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.

Skills

• 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.

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.