Technical Account Manager

Technical Account Manager at FICO

FICO (NYSE: FICO) is a leading global analytics software company, helping businesses in 100+ countries make better decisions. Join our world-class team today and fulfill your career potential!

The Technical Account Manager at FICO plays a crucial role in delivering state-of-the-art applications in both private and public cloud environments. This position adds significant value to customer delivery through a strong depth of project management, cybersecurity, and technical expertise. You will interface among IT, Operations, Professional Services, and Product teams to support client technical solutions, requests, and concerns. Delivering solutions in a fast-paced, client-facing, dynamic environment, this role is ideal for those excited by innovation and driven to succeed.

What You’ll Contribute

• Provide technical support for a large client, collaborating closely with the Customer Support Manager to ensure technical impacts are managed appropriately.
• Work closely with teams to ensure consistent, high-quality product/solution delivery with long-term sustainability.
• Manage IT relationships and concerns for the client, working alongside the relevant product, project, account managers, and Professional Services group.
• Develop overall technology solution knowledge within relevant clients and ensure consistent high levels of service.
• Ensure success of new services for our clients.
• Manage customer satisfaction from a technology solution standpoint and relevant reporting of the performance of the services against service level agreements (SLAs).
• Work 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. Leverage these relationships effectively to validate assumptions, acquire useful information, negotiate among competing objectives, resolve issues, manage change, agree to direction, and achieve consensus.

What We’re Seeking

• Bachelor's degree in computer science or related field and/or equivalent experience.
• Experience in technical customer SaaS implementations, with a history of increasing responsibility, in a large, complex information systems environment.
• Project experience within environments containing cardholder data, data privacy, and personal identifiable information (PII).
• Experience with end-to-end software development project lifecycle (requirements, development, testing, implementation, warranty).
• Experience across the entire technology stack including server, database, network, and storage.
• Self-directed with independent work delivery. Escalates appropriately and keeps stakeholders informed. Ability to own problems and to find solutions.
• Excellent interpersonal skills - strong verbal and written skills; ability to engage with senior business and technology leaders.
• Experience with waterfall and agile project management processes and methodologies.
• PMP Project Management certification preferred.

Our Offer to You

• 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.
• The targeted base pay range for this role is: $118,000 to $185,000 with this range reflecting differences in candidate knowledge, skills, and experience.

Why Make a Move to FICO?

At FICO, you can develop your career with a leading organization in one of the fastest-growing fields in technology today – Big Data analytics. You’ll play a part in our commitment to help businesses use data to improve every choice they make, using advances in artificial intelligence, machine learning, optimization, and much more.

FICO makes a real difference in the way businesses operate worldwide:

• Credit Scoring — FICO® Scores are used by 90 of the top 100 US lenders.
• Fraud Detection and Security — 4 billion payment cards globally are protected by FICO fraud systems.
• Lending — 3/4 of US mortgages are approved using the FICO Score.

Global trends toward digital transformation have created tremendous demand for FICO’s solutions, placing us among the world’s top 100 software companies by revenue. We help many of the world’s largest banks, insurers, retailers, telecommunications providers, and other firms reach a new level of success. Our success is dependent on really talented people – just like you – who thrive on the collaboration and innovation that’s nurtured by a diverse and inclusive environment. We’ll provide the support you need, while ensuring you have the freedom to develop your skills and grow your career. Join FICO and help change the way business thinks!

Learn more about how you can fulfill your potential at www.fico.com/Careers

FICO promotes a culture of inclusion and seeks to attract a diverse set of candidates for each job opportunity. We are an equal employment opportunity employer and we’re proud to offer employment and advancement opportunities to all candidates without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Research has shown that women and candidates from underrepresented communities may not apply for an opportunity if they don’t meet all stated qualifications. While our qualifications are clearly related to role success, each candidate’s profile is unique and strengths in certain skill and/or experience areas can be equally effective. If you believe you have many, but not necessarily all, of the stated qualifications we encourage you to apply.

Information submitted with your application is subject to the FICO Privacy policy at https://www.fico.com/en/privacy-policy

Key skills/competency

• Technical Support
• Project Management
• Cyber Security
• SaaS Implementation
• SDLC (Software Development Lifecycle)
• IT Relationship Management
• SLA Management
• Stakeholder Engagement
• Agile Methodologies
• Waterfall Methodologies