Premium Technical Account Manager: Proactive ROI & Support

Illumia, LLC; Alpharetta, Scottsdale (GA, AZ); Hybrid; USD 85,000 - 120,000; Full time

Benefits offered by this job

Flexible time off

Health insurance

Employee assistance program (EAP)

Life insurance/AD&D

FSA/HSA

401(k) match

Employee stock purchase plan

Job summary

Illumia, LLC seeks a Technical Account Manager to deliver proactive, customer‑success‑focused technical support to paid clients, transforming reactive tickets into proactive enablement. You will analyze trends, develop preventative solutions, and guide customers on optimizing technology investments for maximum ROI.

You will work with the Value-Added Services team, aligning strategic support initiatives with customer relationship goals, and some travel for strategic consultations in a hybrid role.

Qualifications

• 2-4 years of technical support with customer success orientation.
• Strong analytical skills to identify patterns and trends from support data.
• Experience in customer-facing roles with consultative problem-solving.
• Advanced troubleshooting with focus on root cause analysis and prevention.
• Excellent communication to present strategic recommendations to stakeholders.
• Experience with SQL databases and data analysis capabilities.
• Understanding of enterprise software architecture and system optimization.
• Customer success mindset focused on proactive relationship management.
• Ability to think strategically about customer outcomes and value.
• Strong organizational skills for managing multiple initiatives.

Responsibilities

• Analyze support trends and usage patterns to identify optimization opportunities for paid support clients.
• Develop proactive solutions and recommendations to prevent recurring issues.
• Create customer-specific guidance and best practices to improve system utilization and ROI.
• Collaborate with customers to implement preventative measures and process improvements.
• Contribute to value-added service offerings and premium support methodologies.
• Serve as a strategic advisor for paid support clients and demonstrate value of premium services.

Skills

Customer success

Analytical

Consultative problem solving

Root cause analysis

Strategic thinking

Communication

SQL

Enterprise software

Relationship management

Project management

Education

Bachelor's degree

Tools

Data analysis tools

Reporting platforms

Job description

Illumia, LLC seeks a Technical Account Manager to deliver proactive, customer‑success‑focused technical support to paid clients, transforming reactive tickets into proactive enablement. You will analyze trends, develop preventative solutions, and guide customers on optimizing technology investments for maximum ROI.

You will work with the Value-Added Services team, aligning strategic support initiatives with customer relationship goals, and some travel for strategic consultations in a hybrid role.