Technical Account Manager

Who We Are: CBORD and Transact have come together as industry leaders in integrated technology solutions, powering housing, access, foodservice, nutrition, eCommerce, card systems, and innovative payment, mobile credential, and commerce solutions. Our technology supports K-12 and higher education, healthcare, senior living, and business campuses, creating connected campus experiences that simplify operations and enhance lives. With a mobile-centric ecosystem and partnerships with over 1,750 institutions, we are dedicated to improving the student experience across all aspects of campus life.

We are currently searching for qualified candidates for Technical Account Manager. Please see the details for the position below.

Title: Technical Account Manager

Location: Remote within the US

Job Description: 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.

Your responsibilities include:

• 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
• You'll serve as a strategic advisor who helps paid support customers achieve better outcomes while demonstrating the value of premium support services.

You’ll work within the Value-Added Services team alongside Senior Technical Account Managers and collaborate with Technical Support Engineers when additional technical expertise is needed. You’ll partner with Customer Success teams to ensure alignment between strategic support initiatives and customer relationship goals.

Your customer interactions will focus on paid support clients, providing consultative discussions about process improvements, system optimization, and user enablement strategies. You’ll work with customer administrators and IT leaders to implement proactive measures that demonstrate the value of their premium support investment

What you’ll be doing:

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.

Your responsibilities include:

• 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
• You'll serve as a strategic advisor who helps paid support customers achieve better outcomes while demonstrating the value of premium support services.

Who you’ll work with:

You’ll work within the Value-Added Services team alongside Senior Technical Account Managers and collaborate with Technical Support Engineers when additional technical expertise is needed. You’ll partner with Customer Success teams to ensure alignment between strategic support initiatives and customer relationship goals.

Your customer interactions will focus on paid support clients, providing consultative discussions about process improvements, system optimization, and user enablement strategies. You’ll work with customer administrators and IT leaders to implement proactive measures that demonstrate the value of their premium support investment.

What you bring to the table:

Core Requirements:

• 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

Preferred Qualifications:

• 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

Integrated Payments:

• 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

What’s good to know:

This role offers excellent advancement opportunities within the Value-Added Services team with clear progression to Senior Technical Account Manager. You’ll work exclusively with paid support customers, providing premium service experiences that demonstrate the value of our enhanced support offerings. Some travel may be required for strategic customer consultations (typically less than 5%).

Planning for the Future:

• Employer paid Life Insurance / AD&D / Short-Term
• Voluntary Long-Term Disability Insurance / Term Life Insurance / AD&D 
• Access to FSA Plans & Commuter Benefit Plans 
• 401(k) Savings Plan where the Company Match of $0.50 for each $1 you contribute on the first 8% of pay.
• Both your contribution and the company contribution are immediately 100% vested.
• Access to the Roper Employee Stock Purchase Plan 
• Paid Parental Leave Program.

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity, or commissions.

Transact + CBORD is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, protected military/veteran status, or any other protected factor.

As of Aug. 20, 2024, Transact and CBORD have merged to drive innovation and operational excellence across education, healthcare, and corporate markets. You can read more about the merger here: Transact News or CBORD Newsroom.

This position will be responsible for the handling of PHI (personal health information) and/or other types of SPI (sensitive personal information) and will be expected to comply with all applicable laws and internal policies with regards to handling of PHI/SPI.

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