Technical Account Manager

Technical Account ManagerPowering the world's 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 ResponsibilitiesWhite Glove Client Advocacy:Serve as a dedicated advocate for premium clients, ensuring proactive, high-quality support tailored to specific business needsCollaborate with Customer Success Managers, Program/Project Managers, and dedicated analysts to operate as a cohesive unitParticipate in client-specific Microsoft Teams channels including CSM, PM, H24, SE, BA, and other stakeholdersFacilitate seamless product launches, continuous improvements, and rapid issue resolution through advanced tools and expertiseProduct & Tooling Liaison:Partner with Product Managers to define and prioritize internal tooling and data access needsTranslate analyst workflows and technical requirements into actionable product specificationsAdvocate for support team needs in product planning and roadmap discussionsEmbed support requirements throughout the product lifecycle to drive efficiency and mitigate riskEngineering & Development Collaboration:Work closely with Engineering and Development teams to clarify and resolve client processing issuesAssist in debugging, reproducing, and documenting complex issuesValidate fixes and enhancements before deployment to ensure H24 support readinessAlign business objectives and validate support readiness through cross-functional collaborationGlobal Cross-Functional Support:Collaborate with Help24 teams across geographies to share knowledge and align best practicesSupport the "shift left" initiative by identifying opportunities to upskill analysts, improve efficiency, and reduce ticket escalationsLead knowledge transfer sessions and contribute to training materialsEnable scalable support for complex products through proactive escalation management and mentorshipLevel 3 Escalation & Mentorship:Serve as a senior escalation point for complex or ambiguous client issuesMentor junior analysts and provide guidance on advanced troubleshooting techniquesContribute to internal documentation and knowledge base developmentAccelerate issue resolution and ensure consistent delivery of premium service levelsValue Delivered to White Glove Clients:Reduced Downtime: Faster issue resolution through dedicated expertise and proactive supportConsistency: Deep familiarity with client environments eliminates need for re-explanation with each interactionConfidence: Access to experienced professionals who understand financial services and technology complexitiesStrategic Insights: Proactive identification of optimization opportunities based on client support historyPeace of Mind: Premium service enabling clients to focus on core business while ACI handles technical needs.Qualifications (Education, Experience, Knowledge, Skills, and Abilities)5+ years in a technical support, product operations, or senior analyst role within financial servicesStrong understanding of client processing systems, data flows, and support toolingDemonstrated experience in client-facing roles with premium service delivery expectationsExperience working cross-functionally with Product, Engineering, Customer Success, and global teamsProven proficiency in querying systems (e.g., SQL, internal tools)Excellent communication, documentation, and collaboration skills for executive-level interactionsDemonstrated experience mentoring or leading peers in complex technical environmentsPreferred Qualifications (Education, Experience, Competencies)Experience with premium client service models or white glove support programsFamiliarity with ticketing systems (e.g., Zendesk, Jira) and collaborative platforms (Microsoft Teams)Experience with log analysis tools or observability platformsBackground in SaaS, fintech, or enterprise software environmentsExperience working with distributed teams across time zonesKnowledge of payments processing, financial services regulations, or compliance frameworksCompetencies:1. Premium Client Service Excellence:• Deep understanding of premium service delivery and white glove client expectations• Ability to serve as an extension of client teams with strategic mindset2. Operational Strategy & Execution:Ability to design, implement, and refine operational strategies that enhance premium service deliverySkilled in aligning support operations with client success goals and business objectives3. Strategic Stakeholder Collaboration:Executive-level communication skills for interaction with Customer Success Managers and client leadershipAbility to serve as strategic liaison between clients and internal teams to ensure alignment and satisfaction4. Advanced Analytical & Problem-Solving Skills:Proficient in analyzing complex client environments and operational data to proactively identify improvementsAbility to translate technical complexity into strategic insights for clients5. Technical Proficiency & Innovation:Advanced proficiency with customer service platforms, CRMs, and collaborative toolsAbility to leverage technology and automation to enhance premium client experience6. Program & Change Management Leadership:Knowledge of process improvement methodologies and change management in premium service environmentsExperience leading strategic initiatives that drive client satisfaction and operational excellence.Work Environment:• Remote position with global collaboration across time zones• Client-focused environment requiring premium service delivery standards• Collaborative team structure with integrated stakeholder approachPhysical demands:Extensive computer and communication system usage (8+ hours daily)Regular video conferencing and client communication requirementsIf there is a triage for the client(s) that you are responsible for you may be requested to participate in the triage regardless of the time of dayTraveling to the client site may be an option as the relationship requiresApplicants must be currently authorized to work in the United States on a full-time basis. This position does not offer sponsorship for employment visa status or work permit now or in the future.In return for your expertise, we offer opportunities for growth, career development, and a competitive compensation and benefits package—all within an innovative and collaborative work environment.