Technical Account Manager

ACI Worldwide•Norcross, GA

2d•Remote

About The Position

Powering the world’s payments ecosystem ACI powers the payments ecosystem – globally, and you power ACI. You’ll innovate, collaborate, and grow – in an energetic technology culture with decades of proven success. ACIers – in all roles and levels – are truly your colleagues and many are your friends. Our size and reach allow you to see the global impact of your work. You are visible, your talents are valued, and you are empowered to shape the future of payments. Job Purpose: We are seeking a highly collaborative and technically adept Technical Account Manager to join our Help24 team as part of our premium "White Glove" Engagement Services. This role serves as a dedicated advocate for our most strategic clients, ensuring they receive proactive, high-quality support tailored to their business needs. As a Level 3 escalation point and key component of our global "shift left" strategy, you will bridge the gap between Product, Engineering, Development, and frontline support teams while empowering analysts to resolve complex issues efficiently. Operating within our integrated White Glove service model alongside Customer Success Managers, Program/Project Managers, and dedicated HELP24 analysts, you will deliver exceptional service that serves as an extension of our clients' teams, committed to their success and invested in delivering the premium experience that defines the ACI partnership. Essential Functions and Responsibilities White Glove Client Advocacy: Serve as a dedicated advocate for premium clients, ensuring proactive, high-quality support tailored to specific business needs Collaborate with Customer Success Managers, Program/Project Managers, and dedicated analysts to operate as a cohesive unit Participate in client-specific Microsoft Teams channels including CSM, PM, H24, SE, BA, and other stakeholders Facilitate seamless product launches, continuous improvements, and rapid issue resolution through advanced tools and expertise Product & Tooling Liaison: Partner with Product Managers to define and prioritize internal tooling and data access needs Translate analyst workflows and technical requirements into actionable product specifications Advocate for support team needs in product planning and roadmap discussions Embed support requirements throughout the product lifecycle to drive efficiency and mitigate risk Engineering & Development Collaboration: Work closely with Engineering and Development teams to clarify and resolve client processing issues Assist in debugging, reproducing, and documenting complex issues Validate fixes and enhancements before deployment to ensure H24 support readiness Align business objectives and validate support readiness through cross-functional collaboration Global Cross-Functional Support: Collaborate with Help24 teams across geographies to share knowledge and align best practices Support the "shift left" initiative by identifying opportunities to upskill analysts, improve efficiency, and reduce ticket escalations Lead knowledge transfer sessions and contribute to training materials Enable scalable support for complex products through proactive escalation management and mentorship Level 3 Escalation & Mentorship: Serve as a senior escalation point for complex or ambiguous client issues Mentor junior analysts and provide guidance on advanced troubleshooting techniques Contribute to internal documentation and knowledge base development Accelerate issue resolution and ensure consistent delivery of premium service levels Value Delivered to White Glove Clients: Reduced Downtime: Faster issue resolution through dedicated expertise and proactive support Consistency: Deep familiarity with client environments eliminates need for re-explanation with each interaction Confidence: Access to experienced professionals who understand financial services and technology complexities Strategic Insights: Proactive identification of optimization opportunities based on client support history Peace of Mind: Premium service enabling clients to focus on core business while ACI handles technical needs.

Requirements

5+ years in a technical support, product operations, or senior analyst role within financial services
Strong understanding of client processing systems, data flows, and support tooling
Demonstrated experience in client-facing roles with premium service delivery expectations
Experience working cross-functionally with Product, Engineering, Customer Success, and global teams
Proven proficiency in querying systems (e.g., SQL, internal tools)
Excellent communication, documentation, and collaboration skills for executive-level interactions
Demonstrated experience mentoring or leading peers in complex technical environments

Nice To Haves

Experience with premium client service models or white glove support programs
Familiarity with ticketing systems (e.g., Zendesk, Jira) and collaborative platforms (Microsoft Teams)
Experience with log analysis tools or observability platforms
Background in SaaS, fintech, or enterprise software environments
Experience working with distributed teams across time zones
Knowledge of payments processing, financial services regulations, or compliance frameworks

Responsibilities

Serve as a dedicated advocate for premium clients, ensuring proactive, high-quality support tailored to specific business needs
Collaborate with Customer Success Managers, Program/Project Managers, and dedicated analysts to operate as a cohesive unit
Participate in client-specific Microsoft Teams channels including CSM, PM, H24, SE, BA, and other stakeholders
Facilitate seamless product launches, continuous improvements, and rapid issue resolution through advanced tools and expertise
Partner with Product Managers to define and prioritize internal tooling and data access needs
Translate analyst workflows and technical requirements into actionable product specifications
Advocate for support team needs in product planning and roadmap discussions
Embed support requirements throughout the product lifecycle to drive efficiency and mitigate risk
Work closely with Engineering and Development teams to clarify and resolve client processing issues
Assist in debugging, reproducing, and documenting complex issues
Validate fixes and enhancements before deployment to ensure H24 support readiness
Align business objectives and validate support readiness through cross-functional collaboration
Collaborate with Help24 teams across geographies to share knowledge and align best practices
Support the "shift left" initiative by identifying opportunities to upskill analysts, improve efficiency, and reduce ticket escalations
Lead knowledge transfer sessions and contribute to training materials
Enable scalable support for complex products through proactive escalation management and mentorship
Serve as a senior escalation point for complex or ambiguous client issues
Mentor junior analysts and provide guidance on advanced troubleshooting techniques
Contribute to internal documentation and knowledge base development
Accelerate issue resolution and ensure consistent delivery of premium service levels