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 two legacy cultures, 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.

This position is hybrid if local to our office in
Alpharetta, GA
or
Scottsdale, AZ.

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.

Your responsibilities include:

• Analyzing support trends and customer usage patterns to identify optimization opportunities for paid support clients
• Developing proactive solutions and recommendations to prevent recurring issues
• Creating customer-specific guidance and best practices to improve system utilization and ROI
• Collaborating with customers to implement preventative measures and process improvements
• Contributing to value-added service offerings and premium support methodologies
• You'll serve as a strategic advisor who helps paid support customers achieve better outcomes while demonstrating the value of premium support services.

Who you’ll 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.

What you bring to the table:

Core Requirements:

• 2-4 years of technical support experience with demonstrated customer success orientation
• Strong analytical skills with ability to identify patterns and trends from support data
• Proven experience in customer-facing roles with consultative problem-solving approach
• Advanced troubleshooting skills with focus on root cause analysis and prevention
• Excellent communication skills with ability to present strategic recommendations to customer stakeholders
• Experience with SQL databases and basic data analysis capabilities
• Understanding of enterprise software architecture and system optimization principles
• Customer success mindset with focus on proactive relationship management
• Ability to think strategically about customer outcomes and value demonstration
• Strong organizational skills for managing multiple customer optimization initiatives

Preferred Qualifications:

• Bachelor's degree in Information Technology, Business, or related field
• 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…