Technical Account Manager - White Glove (Remote)

ACI Worldwide in

Norcross (GA)

Remote

USD 120,000 - 160,000

Full time

9 days ago

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Job summary

ACI Worldwide is seeking a highly collaborative Technical Account Manager for our Help24 team. This role acts as a dedicated advocate for premium clients, bridging Product, Engineering, Development, and frontline support to deliver proactive, high-quality support and rapid issue resolution.

You will collaborate with Customer Success, Program/Project Managers, and analysts to ensure a seamless, premium service experience across geographies.

Qualifications

5+ years in a technical support, product operations, or senior analyst role within financial services.
Experience delivering premium service and white glove support.
Cross-functional collaboration with Product, Engineering, Customer Success, and global teams.
Proficient in querying systems (e.g., SQL, internal tools).

Responsibilities

Advocate for premium clients and ensure proactive, high-quality support.
Collaborate with CS, PM, and analysts to operate as a cohesive unit.
Participate in client-specific Teams channels (CSM, PM, H24, SE, BA).
Translate analyst workflows and technical requirements into product specs.
Lead knowledge transfer sessions and training materials.
Mentor junior analysts and support escalation readiness.

Skills

Premium client service

Cross-functional collaboration

Executive-level communication

Mentorship

Technical support

SQL querying

Zendesk

Jira

Microsoft Teams

Observability tools

Tools

Zendesk

Jira

Microsoft Teams

SQL

Observability tools

Job description

You will collaborate with Customer Success, Program/Project Managers, and analysts to ensure a seamless, premium service experience across geographies.

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