Technical Account Manager at Illumia in Remote

Job title: Technical Account Manager

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 Transact Campus + CBORD, 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.

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.

Job Summary / Purpose

• The Technical Account Manager delivers proactive, customer success-focused technical support to premium paid support clients. This role serves as a strategic advisor who analyzes support trends, develops preventative solutions, and helps customers optimize their technology investments to achieve better outcomes and maximize the value of their premium support services.
• This role sits within the Value-Added Services team and works alongside Senior Technical Account Managers, Technical Support Engineers, and Customer Success teams to transform reactive support into proactive customer enablement.

Who you will 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.

Key Responsibilities and Duties

• Analyzes support trends and customer usage patterns to identify optimization opportunities for paid support clients.
• Develops proactive solutions and recommendations to prevent recurring customer issues.
• Creates customer-specific guidance and best practices to improve system utilization and ROI.
• Collaborates with customers to implement preventative measures and process improvements.
• Contributes to value-added service offerings and premium support methodologies.
• Serves as a strategic advisor who helps paid support customers achieve better outcomes while demonstrating the value of premium support services.

What you bring to the table:

(Requirements for role)

Required Qualifications

• Education: Bachelor’s degree in Information Technology, Business, or a related field preferred.
• Experience: 2–4 years of technical support experience with demonstrated customer success orientation.
• Skills: Strong analytical skills with ability to identify patterns and trends from support data; advanced troubleshooting and root cause analysis; excellent communication skills with ability to present strategic recommendations; experience with SQL databases and basic data analysis; understanding of enterprise software architecture; customer success mindset with focus on proactive relationship management; strong organizational skills for managing multiple customer initiatives.
• 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.

Preferred Qualifications

Essential Functions of the job:

The duties and responsibilities described in this job description are intended to represent the essential functions of the position as defined under applicable federal, state, and local labor laws, including the Americans with Disabilities Act (ADA). These functions are the fundamental job duties required for successful performance.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions unless such accommodations impose an undue hardship on the organization.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities. Duties may be added, removed, or modified at any time in accordance with business needs and applicable law.

What is 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%).

Competencies and Behaviors

• Customer-centric mindset: proactive focus on anticipating customer needs and delivering value beyond reactive support.
• Analytical thinking: ability to identify patterns, diagnose root causes, and translate data into actionable recommendations.
• Collaborative partnership: builds strong cross-functional relationships internally and trusted advisor relationships externally with customer stakeholders.
• Adaptability and continuous learning: embraces change in a fast-paced environment and consistently seeks ways to improve service delivery and personal expertise.

This position is classified as Exempt under the Fair Labor Standards Act (FLSA) and applicable state wage-and-hour laws.

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
• Employer-paid life insurance/AD&D/short-term and long-term disability insurance

• Comprehensive employee assistance program (EAP)

• 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.