Technical Account Manager

Global Payments - New York, NY

Full-time - Mid Level

New York, NY

Credit Intermediation and Related Activities

About the position

The Technical Account Manager (TAM) serves as a key technical resource and project manager for corporate customers, particularly in the K-12 school foodservice market. This role focuses on resolving complex support issues, advocating for customer needs, and ensuring effective collaboration with various internal teams. The TAM is responsible for maintaining strong relationships with clients, providing strategic guidance, and promoting customer success through proactive engagement and problem-solving.

Responsibilities

• Resolve moderate to complex support issues for assigned corporate customers.
• Act as a technical resource and project manager for customer implementations.
• Establish and maintain relationships with school district personnel and internal teams.
• Monitor and manage customer technical issues and support escalations for timely resolution.
• Provide regular reports for each assigned district based on service levels.
• Maintain a focus on customer satisfaction and notify management of potential relationship challenges.
• Create loyal clients through strong business partnerships and rapport with decision makers.
• Provide proactive, strategic, and technical guidance to clients.
• Collaborate with at-risk clients to develop retention strategies.
• Ensure execution of business outcomes to accelerate ROI.

Requirements

• Strong communication skills, both verbal and written.
• Ability to manage service level agreements and ensure compliance.
• Experience in troubleshooting complex computer, applications, and network-related problems.
• Strong understanding of project management methodologies.
• Ability to handle customer concerns and diffuse conflict effectively.
• Advanced working knowledge of PC networking, including Windows Authentication and Active Directory.
• Experience in customer technical support help desk preferred.

Nice-to-haves

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

Benefits

• Compensation commensurate with experience.
• Health insurance coverage.
• 401k retirement savings plan.