Senior Technical Account Manager, White-Glove Support

ACI Worldwide; Norcross (GA); Remote; USD 120,000 - 160,000; Full time

Job summary

ACI Worldwide, a global payments leader, seeks a Technical Account Manager for its Help24 team. You will advocate for premium clients, coordinate with Product, Engineering, and CS teams, and drive proactive issue resolution across geographies.

This role emphasizes mentorship, advanced troubleshooting, and delivering a premium service experience. Remote-friendly position with cross-time-zone collaboration; you will influence tooling, data access, and product readiness while aligning client

Qualifications

• 5+ years in a technical support, product operations, or senior analyst role within financial services
• Strong understanding of client processing systems, data flows, and support tooling
• Demonstrated experience in client-facing roles with premium service delivery expectations
• Experience working cross-functionally with Product, Engineering, Customer Success, and global teams
• Proven proficiency in querying systems (e.g., SQL, internal tools)
• Excellent communication, documentation, and collaboration skills for executive-level interactions
• Demonstrated experience mentoring or leading peers in complex technical environments

Responsibilities

• Serve as a dedicated advocate for premium clients, ensuring proactive, high-quality support tailored to specific business needs
• Collaborate with Customer Success Managers, Program/Project Managers, and dedicated analysts to operate as a cohesive unit
• Participate in client-specific Microsoft Teams channels including CSM, PM, H24, SE, BA, and other stakeholders
• Facilitate seamless product launches, continuous improvements, and rapid issue resolution through advanced tools and expertise
• Partner with Product Managers to define and prioritize internal tooling and data access needs
• Translate analyst workflows and technical requirements into actionable product specifications
• Advocate for support team needs in product planning and roadmap discussions
• Embed support requirements throughout the product lifecycle to drive efficiency and mitigate risk
• Work closely with Engineering and Development teams to clarify and resolve client processing issues
• Assist in debugging, reproducing, and documenting complex issues
• Validate fixes and enhancements before deployment to ensure H24 support readiness
• Align business objectives and validate support readiness through cross-functional collaboration
• Collaborate with Help24 teams across geographies to share knowledge and align best practices
• Support the "shift left" initiative by identifying opportunities to upskill analysts, improve efficiency, and reduce ticket escalations
• Lead knowledge transfer sessions and contribute to training materials
• Enable scalable support for complex products through proactive escalation management and mentorship
• Serve as a senior escalation point for complex or ambiguous client issues
• Mentor junior analysts and provide guidance on advanced troubleshooting techniques
• Contribute to internal documentation and knowledge base development
• Accelerate issue resolution and ensure consistent delivery of premium service levels
• Reduced Downtime: Faster issue resolution through dedicated expertise and proactive support
• Consistency: Deep familiarity with client environments eliminates need for re-explanation with each interaction
• Confidence: Access to experienced professionals who understand financial services and technology complexities
• Strategic Insights: Proactive identification of optimization opportunities based on client support history
• Peace of Mind: Premium service enabling clients to focus on core business while ACI handles technical needs

Skills

SQL querying

Client facing

Cross-functional

Mentoring

Observability tools

Tools

Zendesk/Jira

CRM platforms

Job description

ACI Worldwide, a global payments leader, seeks a Technical Account Manager for its Help24 team. You will advocate for premium clients, coordinate with Product, Engineering, and CS teams, and drive proactive issue resolution across geographies.

This role emphasizes mentorship, advanced troubleshooting, and delivering a premium service experience. Remote-friendly position with cross-time-zone collaboration; you will influence tooling, data access, and product readiness while aligning client