ACI Worldwide · 22 hours ago
Technical Account Manager
United States
Full-time
Remote
Senior Level
5+ years expACI Worldwide is a global leader in mission-critical, real-time payments software. They are seeking a highly collaborative and technically adept Technical Account Manager to join their Help24 team, serving as a dedicated advocate for strategic clients and ensuring high-quality support tailored to their business needs.
BillingFinancial ServicesInsurTechMobile PaymentsPaymentsSoftware
No H1B
Responsibilities
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
Embed support requirements throughout the product lifecycle to drive efficiency and mitigate risk
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
Align business objectives and validate support readiness through cross-functional collaboration
Collaborate with Help24 teams across geographies to share knowledge and align best practices
Support the "shift left" initiative by identifying opportunities to upskill analysts, improve efficiency, and reduce ticket escalations
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
Reduced Downtime: Faster issue resolution through dedicated expertise and proactive support
Consistency: Deep familiarity with client environments eliminates need for re-explanation with each interaction
Confidence: Access to experienced professionals who understand financial services and technology complexities
Strategic Insights: Proactive identification of optimization opportunities based on client support history
Peace of Mind: Premium service enabling clients to focus on core business while ACI handles technical needs
Qualification
Required
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
Preferred
Experience with premium client service models or white glove support programs
Familiarity with ticketing systems (e.g., Zendesk, Jira) and collaborative platforms (Microsoft Teams)
Experience with log analysis tools or observability platforms
Background in SaaS, fintech, or enterprise software environments
Experience working with distributed teams across time zones
Knowledge of payments processing, financial services regulations, or compliance frameworks
Benefits
Opportunities for growth
Career development
Competitive compensation and benefits package
Company
ACI Worldwide
ACI Worldwide is a software company that delivers payments software solutions.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown1995-03-24IPO
Leadership Team
Thomas Warsop
President and CEO
Abe Kuruvilla
Chief Technology Officer
Recent News
2026-01-16
Company data provided by crunchbase