Strategic Technical Account Manager for Premium Support

Illumia; Alpharetta (GA); Hybrid; USD 110,000 - 140,000; Full time

Benefits offered by this job

Flexible time off

Health insurance

EAP

Life / Disability insurance

FSA/HSA

401(k) match

Employee stock purchase plan

Job summary

Illumia, an industry leader in integrated technology solutions, seeks a Technical Account Manager to deliver proactive, success-focused technical support to paid customers. You will identify opportunities to prevent issues, analyze patterns, and optimize technology investments, transforming reactive support into proactive enablement.

You will collaborate with Senior TAMs, Support Engineers, and Customer Success to align strategic initiatives with client goals, driving ROI and value demonstration

Qualifications

• 2–4 years of technical support experience with demonstrated customer success orientation.
• Strong analytical skills to identify patterns and trends from support data.
• Proven 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 basic data analysis capabilities.
• Understanding of enterprise software architecture and system optimization.
• Customer success mindset focusing on proactive relationship management.
• Ability to think strategically about customer outcomes and value demonstration.
• Strong organizational skills for managing multiple optimization initiatives.

Responsibilities

• Analyzing support trends and customer usage to identify optimization opportunities for paid 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.
• Serving as a strategic advisor helping paid support customers achieve better outcomes and demonstrate value.

Skills

Technical support

Analytical skills

Customer-facing

SQL

Enterprise software

Communication

Strategic thinking

Organizational skills

Education

Bachelor's degree in Information Technology, Business, or related field

Job description

Illumia, an industry leader in integrated technology solutions, seeks a Technical Account Manager to deliver proactive, success-focused technical support to paid customers. You will identify opportunities to prevent issues, analyze patterns, and optimize technology investments, transforming reactive support into proactive enablement.

You will collaborate with Senior TAMs, Support Engineers, and Customer Success to align strategic initiatives with client goals, driving ROI and value demonstration