Technical Account Manager

Powering the world’s payments ecosystem

ACI powers the payments ecosystem – globally, and you power ACI.  You’ll innovate, collaborate, and grow – in an energetic technology culture with decades of proven success.  ACIers – in all roles and levels – are truly your colleagues and many are your friends. Our size and reach allow you to see the global impact of your work. You are visible, your talents are valued, and you are empowered to shape the future of payments.

Job Purpose: 

We are seeking a highly collaborative and technically adept Technical Account Manager to join our Help24 team as part of our premium "White Glove" Engagement Services. This role serves as a dedicated advocate for our most strategic clients, ensuring they receive proactive, high-quality support tailored to their business needs. As a Level 3 escalation point and key component of our global "shift left" strategy, you will bridge the gap between Product, Engineering, Development, and frontline support teams while empowering analysts to resolve complex issues efficiently.

Operating within our integrated White Glove service model alongside Customer Success Managers, Program/Project Managers, and dedicated HELP24 analysts, you will deliver exceptional service that serves as an extension of our clients' teams, committed to their success and invested in delivering the premium experience that defines the ACI partnership.

Essential Functions and Responsibilities

White Glove Client Advocacy:

• Serve as a dedicated advocate for premium clients, ensuring proactive, high-quality support tailored to specific business needs
• Collaborate with Customer Success Managers, Program/Project Managers, and dedicated analysts to operate as a cohesive unit
• Participate in client-specific Microsoft Teams channels including CSM, PM, H24, SE, BA, and other stakeholders
• Facilitate seamless product launches, continuous improvements, and rapid issue resolution through advanced tools and expertise

Product & Tooling Liaison:

• Partner with Product Managers to define and prioritize internal tooling and data access needs
• Translate analyst workflows and technical requirements into actionable product specifications
• Advocate for support team needs in product planning and roadmap discussions
• Embed support requirements throughout the product lifecycle to drive efficiency and mitigate risk

Engineering & Development Collaboration:

• Work closely with Engineering and Development teams to clarify and resolve client processing issues
• Assist in debugging, reproducing, and documenting complex issues
• Validate fixes and enhancements before deployment to ensure H24 support readiness
• Align business objectives and validate support readiness through cross-functional collaboration

Global Cross-Functional Support:

• Collaborate with Help24 teams across geographies to share knowledge and align best practices
• Support the "shift left" initiative by identifying opportunities to upskill analysts, improve efficiency, and reduce ticket escalations
• Lead knowledge transfer sessions and contribute to training materials
• Enable scalable support for complex products through proactive escalation management and mentorship

Level 3 Escalation & Mentorship:

• Serve as a senior escalation point for complex or ambiguous client issues
• Mentor junior analysts and provide guidance on advanced troubleshooting techniques
• Contribute to internal documentation and knowledge base development
• Accelerate issue resolution and ensure consistent delivery of premium service levels