Technical Account Manager

ADVANCE.AI is a leading AI company that provides digital transformation, fraud prevention, and process automation solutions for enterprise clients. A leader in Artificial Intelligence, risk management and digital lending solutions, it currently partners over 700 enterprise clients across banking, financial services, fintech, payment, retail and e-commerce sectors. ADVANCE.AI has a global footprint across 11 markets in 3 continents.ADVANCE.AI is a leading AI company that provides digital transformation, fraud prevention, and process automation solutions for enterprise clients. A leader in Artificial Intelligence, risk management and has a global footprint with operations across ASEAN and wider APAC and Latin America it currently partners over 700 enterprise clients across banking, financial services, fintech, payment, retail and e-commerce sectors. ADVANCE.AI has a global footprint across 12 markets in 3 continents.
- ADVANCE.AI is part of Advance Intelligence Group,
- **a Series D-backed Tech Unicorn valued at US$2 billion**, and also one of the largest independent technology startups based in Singapore. Founded in 2016, the Group has presence across South and Southeast Asia, Latin America and Greater China. The Group is backed by top tier investors SoftBank Vision Fund 2, Warburg Pincus, Northstar,Vision Plus Capital, Gaorong Capital, Pavilion Capital, GSR Ventures and Singapore-based global investor EDBI.- Ranked as the
- **No.1 Top Startup in Singapore in 2021**, we are partners with 700+ enterprise clients across Southeast Asia, South Asia and Mexico in sectors such as banking, financial services, fintech, payment, retail and e-commerce.- Advance Intelligence Group employees are united by a shared vision and purpose: to
- **Advance with Intelligence for a Better Life-for our customers, colleagues and communities.**
- Our culture is built on values that are core to who we are and what we stand for:

- We foster an **INNOVATION** mindset
- We achieve results with **EFFICIENCY** and excellence
- We take pride in the **QUALITY** of our work
- We uphold **INTEGRITY** in all we do
- We embrace **COLLABORATION** to work across business lines and borders

A Technical Account Manager (TAM) is a trusted business advisor and an integral part of the customer value proposition team for Advance.AI's premier customers.

This role serves as a primary **point of contact for an assigned client base/product-line** responsible for overall account management - troubleshooting with the customer, ensuring optimization of Advance.AI solutions, and identifying opportunities for additional solutions and/or enhancements.

TAMs need to understand each client's unique environment and provide the business and technical support where multiple Advance.AI products and services are implemented. In addition, TAM's will partner with other Advance.AI teams to ensure a holistic approach to software, products and services in support of the client's business needs.

**Accountabilities**:

- Partner with **all internal teams** to create a single, seamless Advance.AI face to the client and become the single source of truth as the voice of the customer
- Own Advance.AI customer's end-to-end experience, working with product teams, leadership and senior customer stakeholders to unblock challenges
- Provide advanced-level technical support for escalated customer issues which involves developing a support strategy, issue tracking and follow-up through root cause analysis.
- Manage/lead critical support escalations, which often include multiple internal and external support teams and often with visibility to internal and external leadership teams.
- Serve as a trusted advisor to the customer in process decisions. Assess customers' risks and needs and roadmap the appropriate service offerings to proactively address them.
- Will be the point of contact providing technical and product knowledge expertise and resolution to both technical and non-technical audiences verbally and in writing through a variety of communication tools.

**Qualifications**:

- Demonstrated ability to solve complex technical issues requiring in-depth research and analysis
- Degree in Computer Science, Management Information Systems, Engineering or Business discipline preferred - or equivalent job experience.
- Experience in managing technical support, software professional services or customer advocacy roles. eKYC process and technology experience desired
- Working knowledge of AI/Machine Learning and cloud architecture
- Self-starter who believes in building and defining a process
- Excellent verbal and written communication skills
- Bilingual in English/Mandarin is a plus

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