Technical Account Manager

About the Role

As a Technical Account Manager, you will deliver proactive, customer success-focused technical support to our paid support customers by identifying opportunities to prevent recurring issues and optimize their technology investments. You'll go beyond resolving individual tickets to analyze patterns, implement preventative solutions, and help customers maximize value while reducing administrative burden on their teams. This role combines technical problem-solving with strategic thinking to transform reactive support into proactive customer enablement for our premium support clients.

Responsibilities

• Analyzing support trends and customer usage patterns to identify optimization opportunities for paid support clients
• Developing proactive solutions and recommendations to prevent recurring issues
• Creating customer-specific guidance and best practices to improve system utilization and ROI
• Collaborating with customers to implement preventative measures and process improvements
• Contributing to value-added service offerings and premium support methodologies

Who You'll Work With

You'll work within the Value-Added Services team alongside Senior Technical Account Managers and collaborate with Technical Support Engineers when additional technical expertise is needed. You'll partner with Customer Success teams to ensure alignment between strategic support initiatives and customer relationship goals. Your customer interactions will focus on paid support clients, providing consultative discussions about process improvements, system optimization, and user enablement strategies. You'll work with customer administrators and IT leaders to implement proactive measures that demonstrate the value of their premium support investment.

Requirements

• 2-4 years of technical support experience with demonstrated customer success orientation
• Strong analytical skills with ability to identify patterns and trends from support data
• Proven experience in customer-facing roles with consultative problem-solving approach
• Advanced troubleshooting skills with focus on root cause analysis and prevention
• Excellent communication skills with ability to present strategic recommendations to customer stakeholders
• Experience with SQL databases and basic data analysis capabilities
• Understanding of enterprise software architecture and system optimization principles
• Customer success mindset with focus on proactive relationship management
• Ability to think strategically about customer outcomes and value demonstration
• Strong organizational skills for managing multiple customer optimization initiatives

Preferred Qualifications

• Bachelor's degree in Information Technology, Business, or related field
• Experience in customer success, account management, or premium support services
• Knowledge of data analysis tools and reporting platforms
• Background in process improvement methodologies
• Experience in healthcare, higher education, or financial services environments
• Understanding of value-added services and premium support models
• Familiarity with customer success metrics and outcome tracking

Point of Sale & Commerce Experience

• Experience with POS optimization and retail operations workflow improvements
• Understanding of campus commerce operations analysis for premium retail clients
• Knowledge of retail system optimization and advanced merchant training programs
• Familiarity with inventory management optimization for enterprise campus environments

What's Good to Know

This role offers excellent advancement opportunities within the Value-Added Services team with clear progression to Senior Technical Account Manager. You'll work exclusively with paid support customers, providing premium service experiences that demonstrate the value of our enhanced support offerings. Some travel may be required for strategic customer consultations (typically less than 5%).

Benefits

• Flexible time off to include paid holidays and volunteer time
• Robust health, dental, and vision insurance plans on your first day of employment
• Comprehensive employee assistance program (EAP)
• Employer-paid life insurance/AD&D/short-term and long-term disability insurance
• Flexible spending account (FSA) or health savings account (HSA)
• Matched 401(k)
• Employee stock purchase plan

This position is hybrid if local to our office in Alpharetta, GA or Scottsdale, AZ.