Enterprise Technical Account Manager
Ziosk
full-time
Posted on:
Location Type: Hybrid
Location: Plano • Texas • United States
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Tech Stack
About the role
- Partner with the Client Director to ensure the success and operational health of assigned enterprise customers.
- Serve as the primary technical and operational point of contact for assigned accounts, representing the voice of the customer internally and the voice of Ziosk externally.
- Own end-to-end execution of customer initiatives across the Ziosk platform, including promotions, menu updates, surveys, configuration changes, and feature releases.
- Gather customer requirements and coordinate execution across Content, Engineering, Support, and Deployment teams using internal workflows.
- Manage multiple concurrent customer initiatives, maintaining clear timelines, communication, and delivery expectations.
- Validate customer configuration changes and deployments using Ziosk test devices and internal lab environments to ensure accuracy prior to release.
- Monitor platform performance and environment health (device health, payment conversion, engagement, and feature adoption) and present insights to customers.
- Manage communication and coordination for high-severity issues, ensuring timely updates and resolution.
- Build and maintain strong relationships with customer operations, IT, and leadership teams through regular communication and review meetings.
- Communicate product enhancements, feature releases, and platform updates to customers and provide related documentation or training as needed.
- Manage intake and execution of customer configuration changes—including promotions, menu updates, surveys, and feature releases—through internal workflows (Jira).
- Coordinate and track feature requests, bug fixes, and software updates through the Ziosk software development lifecycle.
- Configure and validate platform updates using internal tools, test devices, and lab environments prior to deployment.
- Manage customer content and configuration updates across the Ziosk platform, including menu structures, promotional campaigns, and survey flows.
- Maintain accurate customer environment data including device inventory, reporting subscriptions, and configuration records.
- Partner with Support and Engineering teams to investigate issues, coordinate escalations, and ensure timely resolution.
- Communicate deployment readiness, release notes, and platform updates to customers.
Requirements
- 7+ years supporting enterprise customers in a Technical Account Manager, Account Manager, Project Manager, or Customer Success role.
- Experience managing customer implementations, deployments, or platform configuration changes in a SaaS or technology environment.
- Experience supporting large enterprise customers with deployments across multiple locations.
- Familiarity with system integrations such as POS, payments, loyalty, or other enterprise infrastructure platforms.
- Strong project management skills and the ability to coordinate cross-functional teams and manage multiple initiatives simultaneously.
- Excellent communication and presentation skills, including experience working with executive stakeholders.
- Experience working with ticketing or workflow systems such as Jira, ServiceNow, or similar tools.
- Ability to troubleshoot technical issues and partner with engineering or support teams to drive resolution.
- Bachelor’s degree or equivalent work experience.
Benefits
- Competitive benefits and compensation
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer implementationsplatform configuration changessystem integrationstroubleshootingproject management
Soft Skills
communicationpresentationrelationship buildingcoordinationproblem-solving
Certifications
Bachelor’s degree