Application Deadline: 2 May 2025

Department: Support

Location: Sydney

Description

Napier is a new breed of financial crime compliance technology specialist. Our AI enhanced platform – Napier Continuum – transforms compliance from legal obligation to competitive edge.

At Napier, our mission is to fight financial crime through automation & AI. We believe that by automating the detection and prevention of financial crime, we can make the world a safer place for everyone.

Collaboration, innovation and wonderful people are just some of the reasons to bring your career to Napier. Our culture is shaped by our core values that promote equality, creativity, and opportunity in everything we do.

Key Responsibilities

• Serve as the primary point of contact for clients, understanding their business goals, value drivers, and Napier AI solutions.


• Engage with clients from the project phase through to implementation and support, ensuring quick resolution of issues with minimal business impact.


• Collaborate with various teams to support product roadmap alignment, change management, and release processes.


• Facilitate technical discussions and strategic planning sessions with client IT departments.


• Analyse client data to identify trends and provide actionable insights that drive strategic value and ROI from Napier AI solutions.


• Ensure proactive problem management by anticipating potential issues and mitigating risks before they impact the business. Implement proactive measures to prevent downtime and disruptions. Maintain a proactive approach to problem-solving and issue resolution.


• Optimize operational efficiency by identifying and eliminating operational bottlenecks and inefficiencies. Implement best practices and process improvements customized for client operations. Maximise the performance and reliability of client systems.


• Drive strategic value and ROI from Napier AI by providing insights and recommendations to support client business objectives. Align technical solutions with strategic goals and facilitate innovation and adoption of new technologies within client organizations.


• Ensure client teams are well-trained and equipped with the necessary resources to effectively use and manage Napier products. Provide continuous support and training as needed.


• Promote knowledge and skill development by equipping client teams with the knowledge and tools they need to succeed. Offer training and resources to enhance technical capabilities and ensure continuous learning and improvement within client teams.


• You will typically be running multiple reviews and client requests into support, customer success, change, and project teams. There will be no direct reports in this role.


• Engage & Manage your technical relationship with Napier AI's Professional Services Team by conducting regular check-ins and review meetings, understanding client needs, goals, and pain points, and acting as the primary point of contact for inquiries and escalations.


• Provide timely and effective technical support and troubleshooting, resolving complex technical problems, and coordinating with internal teams to address and resolve escalated issues.


• Analyse and Optimize client operations by identifying areas for improvement, implementing process improvements and best practices, and monitoring system performance to optimize configurations.


• Offer Strategic Planning and Advisory Support by providing strategic recommendations aligned with business goals, assisting in planning and implementing new technologies, and offering insights into industry trends and best practices.


• Facilitate Knowledge Management and Training by conducting training sessions and workshops, developing and sharing documentation, guides, and best practices, and ensuring client teams are equipped with necessary skills and knowledge.


• Monitor proactively and Manage Risks by implementing proactive measures to prevent system failures, conducting risk assessments, and developing mitigation strategies tailored to client businesses.

Do you have what it takes?

• 
  Technical Skills:
  
  
  
  • Basic familiarity with user-level Kubernetes, including connecting to clusters, retrieving logs, restarting pods is a plus but not essential.
  
  
  • Good understanding of SQL queries, preferably against PostgreSQL databases.
  
  
  • Experience running queries against Elastic Search.
  
  
  • Experience with Python scripting, mainly reviewing and modifying existing scripts that are returning errors.
  
  
  • Solid understanding of the HTTP protocol, including request/response headers, response codes, authentication types, performing manual queries with Postman (or similar), REST and webhooks.
  
  
  • Experience with Apache NiFi a big plus, specifically modifying and troubleshooting workflows.
  
  
  • Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
    
    
    
  
  
  
  
  
  


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  Soft Skills:
  
  
  
  • Strong communication and interpersonal skills to engage with clients and internal teams.
  
  
  • Ability to understand and articulate client needs, goals, and pain points.
  
  
  • Proactive problem-solving and risk management capabilities.
  
  
  • Excellent organizational skills to manage multiple client reviews and requests.
    
    
    
  
  
  
  
  
  


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  Reporting and Analytics:
  
  
  
  • Experience in analyzing client data to identify trends and provide actionable insights.
  
  
  • Ability to produce and present detailed reports and strategic recommendations.
  
  
  • Proficiency in using analytics tools and software.
    
    
    
  
  
  
  
  
  


• 
  Knowledge and Training:
  
  
  
  • Capability to develop and deliver training sessions and workshops.
  
  
  • Experience in creating and sharing documentation, guides, and best practices.
  
  
  • Commitment to continuous learning and improvement for yourself and client teams.
    
    
    
  
  
  
  
  
  


• 
  Client Engagement:
  
  
  
  • Ability to conduct regular check-ins and review meetings with client teams.
  
  
  • Act as a primary point of contact for inquiries and escalations.
  
  
  • Strong relationship-building skills to enhance client satisfaction and ensure maximum value from Napier AI's solutions.
    
    
    
  
  
  
  
  
  


• 
  Strategic Planning:
  
  
  
  • Provide strategic recommendations aligned with client business goals.
  
  
  • Assist in planning and implementing new technologies.
  
  
  • Offer insights into industry trends and best practices to keep clients ahead.
  
  
  
  
  
  

By incorporating these skills and experiences, you will contribute significantly to the success and satisfaction of Napier AI's clients, ensuring they achieve their business goals and derive maximum value from our solutions.