ACI Worldwide

Technical Account Manager

ACI Worldwide

full-time

Posted on:

Location Type: Hybrid

Location: Norcross • United States

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Tech Stack

SQL

About the role

  • 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
  • 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
  • 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
  • Collaborate with Help24 teams across geographies to share knowledge and align best practices
  • Lead knowledge transfer sessions and contribute to training materials
  • Enable scalable support for complex products through proactive escalation management and 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

Requirements

  • 5+ years in a technical support, product operations, or senior analyst role within financial services
  • Strong understanding of client processing systems, data flows, and support tooling
  • Demonstrated experience in client-facing roles with premium service delivery expectations
  • Experience working cross-functionally with Product, Engineering, Customer Success, and global teams
  • Proven proficiency in querying systems (e.g., SQL, internal tools)
  • Excellent communication, documentation, and collaboration skills for executive-level interactions
  • Demonstrated experience mentoring or leading peers in complex technical environments
Benefits
  • Opportunities for growth
  • Career development
  • Competitive compensation
  • Benefits package
  • Innovative and collaborative work environment
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SQLtechnical supportproduct operationsclient processing systemsdata flowssupport toolingadvanced troubleshootingissue resolutionproduct specificationsdocumentation
Soft Skills
communicationcollaborationmentoringleadershipproblem-solvingadvocacytrainingknowledge transferclient-facingescalation management