Technical Account Manager

Summary

Illumia provides integrated technology solutions for education, healthcare, and business campuses. The Technical Account Manager delivers proactive, customer success-focused technical support to paid support customers by analyzing trends, preventing recurring issues, optimizing technology investments, and providing strategic recommendations and enablement.

Responsibilities

• 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

Skills

• 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 POS optimization and retail operations workflow improvements
• Understanding of campus commerce operations analysis for premium retail clients
• Knowledge of retail system optimization and advanced merchant training programs
• Familiarity with inventory management optimization for enterprise campus environments
• 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
• Some travel may be required for strategic customer consultations (typically less than 5%)

Qualifications

Must Haves

• 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 POS optimization and retail operations workflow improvements
• Understanding of campus commerce operations analysis for premium retail clients
• Knowledge of retail system optimization and advanced merchant training programs
• Familiarity with inventory management optimization for enterprise campus environments

Nice to Haves

• 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
• Some travel may be required for strategic customer consultations (typically less than 5%)

Benefits

• This position is hybrid if local to our office in Alpharetta, GA or Scottsdale, AZ.
• Excellent advancement opportunities within the Value-Added Services team with clear progression to Senior Technical Account Manager.
• Flexible time off to include paid holidays and volunteer time
• Robust health, dental, and vision insurance plans on your first day of employment
• Comprehensive employee assistance program (EAP)
• Employer-paid life insurance/AD&D/short-term and long-term disability insurance
• Flexible spending account (FSA) or health savings account (HSA)
• Matched 401(k)
• Employee stock purchase plan