Technical Account Manager-Retention

$70,000 - $70,000/Yr

Global Payments - Rochester, NY

Full-time - Mid Level

Rochester, NY

Credit Intermediation and Related Activities

About the position

The Technical Account Manager (TAM) at Global Payments is responsible for managing and resolving technical support issues for corporate customers, particularly in the school food service sector. This role involves acting as a technical resource, project manager, and customer advocate, ensuring high levels of customer satisfaction and retention. The TAM collaborates with various internal teams to assist customers in utilizing and implementing Heartland's solutions, while also providing strategic guidance to enhance customer relationships and drive business outcomes.

Responsibilities

• Establish and maintain good working relationships with school district food service personnel and IT representatives.
• Build and maintain strong working relationships with customers while managing technical issues and support escalations.
• Provide weekly, monthly, quarterly, and yearly reports for each assigned district based on chosen service level.
• Maintain hyper focus on customer satisfaction and notify management of any challenges that could jeopardize customer relationships.
• Provide management-level service overseeing partnerships with clients and building rapport with decision makers.
• Create loyal clients through business partnerships and provide proactive, strategic, and technical guidance.
• Collaborate with at-risk clients to build retention strategies and ensure execution of business outcomes to accelerate ROI.
• Promote customer success and manage service level agreements.

Requirements

• Bachelor's degree in a relevant field or equivalent experience.
• 5+ years of experience in troubleshooting complex computer/applications/network related problems.
• 2-4 years of experience in installing and training on a POS system, preferably in the K-12 school foodservice market.
• 2-4 years of experience in customer technical support help desk preferred.
• Strong understanding of project management methodologies.
• Advanced working knowledge of PC networking, including Windows Authentication and Active Directory.
• Strong analytical problem-solving skills and technical proficiency in various software and hardware.

Nice-to-haves

• Knowledge of Salesforce.com is a plus.
• Experience in the K-12 school foodservice market is highly desired.

Benefits

• Competitive wages starting from $70,000 per year.
• Excellent benefits package including health insurance and retirement plans.