Technical Account Manager

Transact Campus

1d•Hybrid

About The Position

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. The Technical Account Manager delivers proactive, customer success-focused technical support to premium paid support clients. This role serves as a strategic advisor who analyzes support trends, develops preventative solutions, and helps customers optimize their technology investments to achieve better outcomes and maximize the value of their premium support services. This role sits within the Value-Added Services team and works alongside Senior Technical Account Managers, Technical Support Engineers, and Customer Success teams to transform reactive support into proactive customer enablement.

Requirements

Bachelor’s degree in Information Technology, Business, or a related field preferred.
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.
Advanced troubleshooting and root cause analysis.
Excellent communication skills with ability to present strategic recommendations.
Experience with SQL databases and basic data analysis.
Understanding of enterprise software architecture.
Customer success mindset with focus on proactive relationship management.
Strong organizational skills for managing multiple customer initiatives.

Nice To Haves

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.

Responsibilities

Analyzes support trends and customer usage patterns to identify optimization opportunities for paid support clients.
Develops proactive solutions and recommendations to prevent recurring customer issues.
Creates customer-specific guidance and best practices to improve system utilization and ROI.
Collaborates with customers to implement preventative measures and process improvements.
Contributes to value-added service offerings and premium support methodologies.
Serves as a strategic advisor who helps paid support customers achieve better outcomes while demonstrating the value of premium support services.

Benefits

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

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