Technical Account Manager

Transact Campus-posted 2 days ago

Full-time • Mid Level

Remote

501-1,000 employees

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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.

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
Serving as a strategic advisor who helps paid support customers achieve better outcomes while demonstration the values of premium support services

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
Experience with eMarket creation and full Cashiering function both online and on-campus
Understanding of reporting via SQL and analyzing minor extract changes as needed
Knowledge of end-of-day processes and transaction failure management
Familiarity with operator management and delivery of training courses

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

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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