Technical Account Manager, Enterprise Support

CCC Intelligent Solutions•Chicago, IL

17h•$94,890 - $130,000•Remote

About The Position

The Technical Account Manager, Enterprise Support is a senior technical, customer-facing individual contributor responsible for supporting the reliability and operational health of CCC’s enterprise customers. The role focuses primarily on strategic automotive accounts with the most complex technical environments and support needs, while also providing technical expertise and escalation support across the broader enterprise customer base. Serving as a senior technical escalation point and trusted advisor, this role combines hands-on troubleshooting and advanced API support with cross-functional coordination. The role resolves issues directly when possible, engages the appropriate Engineering, Product, Support, or other technical teams when additional expertise is required, and maintains clear ownership through resolution. The Technical Account Manager, Enterprise Support develops a deep understanding of customer environments, proactively identifies operational risks, and recommends improvements that strengthen reliability, scalability, security, and customer outcomes. This position leads incident communications, service reviews, and post-incident discussions through technical expertise, consultation, and influence rather than direct people management.

Requirements

Bachelor’s degree in Computer Science, Engineering, Information Systems, a related field, or equivalent practical experience.
7+ years of experience in enterprise technical support, technical account management, service delivery, customer-facing platform support, software development, or a related technical role.
3+ years of experience serving as a senior technical escalation resource for large, complex, production environments with high availability and reliability requirements.
Demonstrated ability to troubleshoot complex technical issues and collaborate effectively with development, product, infrastructure, support, or other technical teams.
Experience supporting APIs, integrations, enterprise platforms, SaaS products, or other interconnected technical environments.
Ability to communicate effectively with stakeholders at all levels, including CIOs, senior technology leaders, developers, support teams, and client help desks.
Experience leading technical communications during high-severity or business-critical customer incidents.
Strong analytical and problem-solving skills, with the ability to identify patterns, assess risk, and recommend practical solutions.
Ability to influence cross-functional teams, establish ownership, and drive progress without direct authority.
Exceptional written and verbal communication skills, including the ability to create clear, executive-ready documentation.
Sound judgment, composure under pressure, a strong ownership mindset, and a customer-focused approach.

Nice To Haves

Preferred experience as a Technical Account Manager, senior technical support professional, client-platform liaison, API developer, or similar customer-facing technical expert.
Preferred working knowledge of cloud infrastructure, networking, security, distributed systems, databases, or SaaS architectures.
Preferred experience with incident management, root cause analysis, service-health metrics, SLAs, KPIs, escalation models, or operational-excellence practices.
Preferred experience improving support tooling, case-management processes, dashboards, reporting, automation, or technical documentation.
Experience working with third-party vendors, integration partners, or external technical stakeholders in an enterprise support environment.
Experience supporting large enterprise or national account customers.
Automotive or insurance industry experience is helpful but not required.

Responsibilities

Serve as a senior technical escalation point for CCC’s enterprise customers, with primary day-to-day focus on strategic automotive accounts that have the most complex technical environments and support needs.
Provide hands-on troubleshooting and advanced API support for complex customer issues, resolving problems directly when possible and engaging the appropriate technical experts when additional support is required.
Own complex, high-severity customer issues from escalation through resolution by establishing accountability, coordinating resources, and providing timely updates to customer and internal stakeholders.
Create a direct connection between customer technology teams and CCC’s technical organizations to reduce handoffs, preserve the accuracy of technical information, and prevent critical issues from falling through the cracks.
Develop a detailed understanding of customer environments, integrations, workflows, and technical dependencies to proactively identify risks and recommend practical improvements.
Lead technical communications during high-severity incidents, service reviews, and post-incident discussions, translating issues, risks, and resolution plans for audiences ranging from CIOs and senior technology leaders to developers, technical teams, and client help desks.
Partner across Engineering, Product, Support, Sales, Professional Services, account teams, and applicable third parties to drive resolution and follow through on corrective actions without direct authority.
Analyze recurring customer issues, service data, and operational metrics to identify trends, gaps, and opportunities to improve reliability, issue resolution, and the customer experience.
Translate customer feedback and technical findings into actionable recommendations for product, process, support, documentation, tooling, and automation improvements.
Contribute to the continued development of escalation models, service-level practices, KPIs, service reporting, and enterprise support processes.
Build trusted technical relationships with customer technology leaders and serve as a senior advisor on service reliability, operational risk, and complex technical issues.
Act as a senior subject-matter expert, consultant, and resource for customer technical teams and internal stakeholders.