Enterprise Technical Account Manager (hybrid)

Ziosk•Plano, TX

2d•Hybrid

About The Position

Welcome to Ziosk, where we empower restaurants to focus on what matters most: the guest experience! Have you ever used a tablet to pay at a restaurant? We pioneered the pay-at-the-table concept, and we’re cooking up a plan to transform the restaurant industry. Our recipe for success has been adapting and growing to exceed the needs of our clients, such as Olive Garden, Applebee’s, Outback, and more – helping them create an experience that keeps guests coming back. Today, we have a full menu of solutions, from hardware to software to cloud-based and AI-driven products, all focused on helping them create the best guest experience possible to grow their bottom line. Our secret sauce? Our people! Every day, they’re cooking up bold solutions, making Ziosk the leading pay-at-the-table provider in the industry. Want a seat at our table? Ziosk is looking for a Technical Account Manager (TAM) to support and grow relationships with our enterprise restaurant customers. In this role, you will serve as the primary technical and operational point of contact, helping customers successfully deploy, manage, and optimize the Ziosk platform across their restaurants. TAMs work with some of the largest restaurant brands in the industry, supporting deployments that span thousands of devices across hundreds of locations. You will coordinate closely with internal teams—including Engineering, Support, Content, and Deployment—to execute customer initiatives, resolve issues, and ensure the platform is performing successfully in the field. Success in this role requires strong project management, technical coordination, and customer communication skills to manage multiple initiatives while delivering high-quality customer experiences.

Requirements

7+ years supporting enterprise customers in a Technical Account Manager, Account Manager, Project Manager, or Customer Success role.
Experience managing customer implementations, deployments, or platform configuration changes in a SaaS or technology environment.
Experience supporting large enterprise customers with deployments across multiple locations.
Familiarity with system integrations such as POS, payments, loyalty, or other enterprise infrastructure platforms.
Strong project management skills and the ability to coordinate cross-functional teams and manage multiple initiatives simultaneously.
Excellent communication and presentation skills, including experience working with executive stakeholders.
Experience working with ticketing or workflow systems such as Jira, ServiceNow, or similar tools.
Ability to troubleshoot technical issues and partner with engineering or support teams to drive resolution.
Bachelor’s degree or equivalent work experience.
Candidates must be eligible to work in the U.S. and be able to commute to Plano, TX daily.
Applicants must be authorized to

Responsibilities

Partner with the Client Director to ensure the success and operational health of assigned enterprise customers.
Serve as the primary technical and operational point of contact for assigned accounts, representing the voice of the customer internally and the voice of Ziosk externally.
Own end-to-end execution of customer initiatives across the Ziosk platform, including promotions, menu updates, surveys, configuration changes, and feature releases.
Gather customer requirements and coordinate execution across Content, Engineering, Support, and Deployment teams using internal workflows.
Manage multiple concurrent customer initiatives, maintaining clear timelines, communication, and delivery expectations.
Validate customer configuration changes and deployments using Ziosk test devices and internal lab environments to ensure accuracy prior to release.
Monitor platform performance and environment health (device health, payment conversion, engagement, and feature adoption) and present insights to customers.
Manage communication and coordination for high-severity issues, ensuring timely updates and resolution.
Build and maintain strong relationships with customer operations, IT, and leadership teams through regular communication and review meetings.
Communicate product enhancements, feature releases, and platform updates to customers and provide related documentation or training as needed.
Manage intake and execution of customer configuration changes—including promotions, menu updates, surveys, and feature releases—through internal workflows (Jira).
Coordinate and track feature requests, bug fixes, and software updates through the Ziosk software development lifecycle.
Configure and validate platform updates using internal tools, test devices, and lab environments prior to deployment.
Manage customer content and configuration updates across the Ziosk platform, including menu structures, promotional campaigns, and survey flows.
Maintain accurate customer environment data including device inventory, reporting subscriptions, and configuration records.
Partner with Support and Engineering teams to investigate issues, coordinate escalations, and ensure timely resolution.
Communicate deployment readiness, release notes, and platform updates to customers.