Technical Account Manager - Director

FICO is seeking a Technical Account Manager - Director to deliver state-of-the-art applications in both private and public cloud spaces. This role involves providing technical support for large clients, managing IT relationships, and ensuring high-quality product/solution delivery. The manager will collaborate with various internal teams and clients, leveraging project management, cybersecurity, and technical expertise to ensure customer satisfaction and successful service implementation in a fast-paced, dynamic environment.

Must Have

• Provide technical support for a large client.
• Work closely with GTS teams to ensure consistent, high-quality product/solution delivery.
• Manage IT relationships and concerns for the client.
• Develop overall technology solution knowledge within relevant clients.
• Work with the client and Global Technology Team to ensure the success of new services.
• Manage customer satisfaction from a technology solution standpoint.
• Report the performance of services against Service Level Agreements.
• Work with Operations for critical client specific issues.
• Collaborate with the Cyber Security team to ensure security policies are addressed.
• Build trusted relationships with a broad spectrum of stakeholders.
• Bachelor's degree in computer science or related field or equivalent experience.
• Experience in technical SaaS implementations with history of increasing responsibility.
• Experience working on customer implementations in a large, complex information systems environment.
• Project experience with environments containing cardholder data, data privacy, and PII.
• Self-directed with independent work delivery.
• Direct experience with waterfall and agile project management processes and methodologies.
• Experience with end-to-end software development project lifecycle.
• 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.

Good to Have

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

Perks & Benefits

• An inclusive culture strongly reflecting core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others.
• Opportunity to make an impact and develop professionally.
• Highly competitive compensation, benefits and rewards programs.
• An engaging, people-first work environment.
• Work/life balance.
• Employee resource groups.
• Social events to promote interaction and camaraderie.

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 Opportunity:

“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

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 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.

What We’re Seeking:

• 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. PMP Project Management certification preferred.
• 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.
• Experience across the entire technology stack including server, database, network, and storage is ideal.
• Ability to own problems and to find solutions.

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: $126,000 to $198,000 with this range reflecting differences in candidate knowledge, skills and experience.

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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 fulfil 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.

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