Technical Account Manager

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

Who we are:

Illumia is an industry leader in bringing the best integrated technology solutions to education, healthcare, and business campuses worldwide. Illumia was built on the collective expertise of two legacy cultures, and brings together people, technology, and insight to pioneer the art of the experience across the communities we serve. Be a part of this exciting organization and improving the lives of people doing mission-critical work.

This position is hybrid if local to our office inAlpharetta, GAorScottsdale, AZ.

Why join our team?

We strive to provide the best customer experience in the industry and have succeeded with a single, strong motivating principle: We serve our user community.

Our success and growth are directly attributed to our people. Our newly named company is dedicated to fostering a culture of integrity, respect, and continuous personal development. We maintain an entrepreneurial spirit, where creativity, innovative problem-solving, and learning agility drive our day-to-day actions.

What you will be doing:

As a Technical Account Manager, you will deliver proactive, customer success-focused technical support to our paid support customers by identifying opportunities to prevent recurring issues and optimize their technology investments. You'll go beyond resolving individual tickets to analyze patterns, implement preventative solutions, and help customers maximize value while reducing administrative burden on their teams. This role combines technical problem-solving with strategic thinking to transform reactive support into proactive customer enablement for our premium support clients.

Your responsibilities include:

• 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.

Who you’ll work with:

You’ll work within the Value-Added Services team alongside Senior Technical Account Managers and collaborate with Technical Support Engineers when additional technical expertise is needed. You’ll partner with Customer Success teams to ensure alignment between strategic support initiatives and customer relationship goals.

Your customer interactions will focus on paid support clients, providing consultative discussions about process improvements, system optimization, and user enablement strategies. You’ll work with customer administrators and IT leaders to implement proactive measures that demonstrate the value of their premium support investment.

What you bring to the table:

Core Requirements:

• 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

Preferred Qualifications:

• 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

Point of Sale & Commerce:

• 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

What’s good to know:

This role offers excellent advancement opportunities within the Value-Added Services team with clear progression to Senior Technical Account Manager. You’ll work exclusively with paid support customers, providing premium service experiences that demonstrate the value of our enhanced support offerings. Some travel may be required for strategic customer consultations (typically less than 5%).

What you get when you join our team:

• 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-termand long-term disability insurance
• Flexible spending account (FSA) or health savings account (HSA)
• Matched 401(k)
• Employee stock purchase plan

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity, or commissions.

Illumia is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, gender, age, religion, national origin, marital status, disability, sexual orientation, protected military/veteran status, or any other protected factor.