Technical Account Manager, CoStar Real Estate Manager - Atlanta, GA

Overview

Technical Account Manager is a senior client-facing role that combines technical expertise with a focus on customer success. You will manage a portfolio of premium support clients, serving as their trusted advisor and advocate within CoStar’s Real Estate Manager platform team. You’ll oversee issue resolution for your accounts by either troubleshooting directly or partnering with internal resources, ensuring SLA compliance and client satisfaction.

By building strong relationships and understanding each client’s software implementation, you’ll proactively enhance their support experience and drive self-service adoption. Success is measured by SLA performance, CSAT scores, and case deflection. This role collaborates closely with Support, Product, Engineering, and Customer Success teams to ensure clients realize full value from our solutions.

Role Overview:
Technical Account Manager

Atlanta, GA | In office, Monday – Friday

The Technical Account Manager (TAM) is a senior client-facing role that combines technical expertise with a focus on customer success. You will manage a portfolio of premium support clients, serving as their trusted advisor and advocate within CoStar’s Real Estate Manager platform team. You’ll oversee issue resolution for your accounts by either troubleshooting directly or partnering with internal resources, ensuring SLA compliance and client satisfaction.

By building strong relationships and understanding each client’s software implementation, you’ll proactively enhance their support experience and drive self-service adoption. Success is measured by SLA performance, CSAT scores, and case deflection. This role collaborates closely with Support, Product, Engineering, and Customer Success teams to ensure clients realize full value from our solutions.

• Case Oversight: Manage support for Enterprise/Premium clients, monitor case progress, ensure SLA compliance, and escalate when needed.
• Client Liaison: Act as the main contact for technical support, provide timely updates, and coordinate internal teams for complex issues.
• Relationship Management: Build strong client relationships, understand their workflows, and offer tailored guidance and best practices.
• Client Advocacy: Represent client needs internally, push for fixes or enhancements, share client-specific knowledge, and follow through to resolution.
• Proactive Support: Conduct regular reviews, share product updates, deliver training, contribute to knowledge base for self-service resources, and collaborate with Customer Success on account plans.
• Trend Analysis: Track support metrics, identify recurring issues, and recommend improvements based on data insights.

• Bachelor's degree required from an accredited, not-for-profit, in-person college/university.
• A track record of commitment to prior employers.
• 3+ years in a technical support, technical account management, or customer success role, preferably with enterprise software or SaaS products.
• Proficiency in Microsoft SQL Server (ability to write basic queries to help investigate data issues).
• Strong skills in Excel and other Microsoft Office tools for reporting and analysis.
• Willingness to participate in an on-call rotation for after-hours support issues.
• Technical Expertise: Strong troubleshooting and systems analysis skills; able to interpret logs and database errors.
• Communication: Clear, professional written and verbal skills; capable of explaining technical details to non-technical audiences.
• Customer Focus: Proven ability to build trust, manage client relationships, and maintain confidence during critical issues.
• Organization: Skilled at prioritizing, multitasking, and managing multiple client needs without losing detail.
• Collaboration: Works well across teams and promote continuous improvement.
• Analytical
  
  Skills:
  
  Comfortable with data, metrics, and basic reporting; able to derive insights from KPIs.

• Bachelor’s degree in Business, Information Technology, Computer Science, or a related field.
• Professional development in customer success or IT service management is a plus.
• Familiarity with accounting and finance principles related…