Technical Account Manager

Application and Interview Impersonation Notice: Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Precisely Software Incorporated (“Precisely”) is unlawful. If Precisely identifies such fraudulent conduct, then as applicable and to the extent permitted by law, the application will be rejected, an offer (if made) will be rescinded, or the employment will be terminated, and legal action may be taken against the impersonators.Precisely is the leader in data integrity. We empower businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products and strategic services. What does this mean to you? For starters, it means joining a company focused on delivering outstanding innovation and support that helps customers increase revenue, lower costs and reduce risk. In fact, Precisely powers better decisions for more than 12,000 global organizations, including 95 of the Fortune 100. Precisely's 2500 employees are unified by four company core values that are central to who we are and how we operate: Openness, Determination, Individuality, and Collaboration. We are committed to career development for our employees and offer opportunities for growth, learning and building community. With a "work from anywhere" culture, we celebrate diversity in a distributed environment with a presence in 30 countries as well as 20 offices in over 5 continents. Learn more about why it's an exciting time to join Precisely!Precisely is an AI-first organization. All employees are expected to demonstrate proficiency in applying AI tools to accelerate their work, improve output quality, and eliminate low-value tasks. Candidates should be comfortable using generative AI tools (e.g., Microsoft Copilot, ChatGPT) in their day-to-day workflows, able to evaluate AI-generated outputs critically, and open to continuously adopting new AI capabilities as they emerge. Overview:We are looking for talented individuals with the experience and motivation to join our innovative, fast-paced Precisely Team. Our Technical Account Managers are skilled business and technical professionals that assist our clients in managing their critical communication processes. The Technical Account Manager will have a strong foundational understanding of Precisely’s software, the technologies and infrastructure required to support Enterprise On-Premises and Hosted Managed Services in a high availability model. The position is responsible for building effective relationships with clients and internal teams to deliver operational excellence and complex solutions in a fast-paced environment.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:(Equivalent work experience will be accepted in place of the education requirement) Bachelor’s degree from an accredited college (5 years of equivalent experience will be accepted in place of the education requirement).Years of experience: 2-5 years of experience in Technical Account Management, Customer Success, Managed Services, Service Delivery, Technical Support, or a related customer-facing technical role.Years of experience needed with specific skills 3 yearsSpecific technical or software skills required MS Office Suite, Experience with Salesforce, JIRA, or other CRM/ticketing systems.Travel is required: Travel may be required to client locations or third-party vendors – Approximately %5Exceptional written and verbal communication skills, including English proficiency.Detail-oriented personality with strong decision-making and time management skills; ability to manage multiple challenges and varying priorities with a sense of urgency.Analytical ability to identify key performance indicators of assigned clients from production metrics.Results-oriented mindset; demonstrated flexibility of schedule to meet customer needs and situational awareness while managing a team and/or project.Experience with creating and documenting detailed client requirements.AI Skills/Knowledge: Uses AI to synthesize cross-functional data and generate client-ready and management-ready reporting and presentationsUses 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 queriesKnowledge of HTMLKnowledge 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. 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