Technical Enterprise Account Manager

Do you love tech💻, but have a passion for people too 🥰? As a Technical Enterprise Account Manager you will be responsible for technical support, customer relations, and cross-team coordination for the accesso Horizon ticketing application for non-premier North American customers.  You will orchestrate and coordinate our communication with each account by developing an in-depth knowledge of the client and their core-enterprise systems, and help to deliver more of the client’s fundamental technology solutions, which can include payment and eCommerce systems.  
 
Location: This role offers 100% remote flexibility anywhere in the US but it is strongly preferred that this individual resides in Orlando, FL or surrounding areas 
Reports to: SVP, Operations and Business Strategy 
Travel Requirement: Up to 20% 
 
What you’ll be Working on:  

Support Functions: 

• Act as primary application and technical point of contact for client; managing customer relationships and expectations while monitoring service desk queues, responding to inquiries, and triaging reported issues and anomalies. 
• Provide on-call support for P1 and P2 critical system anomalies as well as provide product support during significant upgrades (24/7/365) 
• Act as a liaison between customers and the development team to translate business needs into actionable technical solutions. 
• Provide regular status updates and progress reports while coordinating software and change log distribution, and supporting end-user documentation updates 
• Drive technical conversations and deliver clear, actionable solutions 

Technical Support Functions:  

• Use data tools (like SQL) to help generate reports and investigate issues, while developing a strong understanding of our Horizon database structure. 
• Work closely with technical teams to understand system architecture and integration, identify root causes of issues, and propose effective solutions. 
• Review system logs and workflows to help troubleshoot and resolve issues that span across multiple platforms. 
• Monitor system performance and collaborate cross-functionally to optimize speed and efficiency. 
• Understand the role of our POS systems in supporting ticketing and business operations, ensuring smooth and efficient workflows  

Technologies you may Work with:  

• Java-based ticketing system architecture  
• Point of Sale (POS): Java desktop application  
• Back Office (BKO) web application components:  
• Ticket configuration  
• Sales management  
• Redemption processing  
• Reporting and dashboards  
• Revenue recognition  
• Android app for admissions (AppMOB)  
• Complex database schema (450+ tables)  
• SQL Server backend (on-prem and cloud)  
• Apache Tomcat web servers  

What you Bring to the Role:  

• Well-versed in standard POS hardware peripherals such as receipt printers, ticket printers, barcode scanners, and RFID readers. 
• Background in retail and ticketing operations, including front-line processes and back-end system interactions. 
• Experience with ticketing systems or related enterprise applications supporting large-scale business operations. 
• Demonstrated technical expertise in managing development and testing environments, coupled with proficiency in Jira for comprehensive bug tracking and documentation. 
• Hands-on experience with Agile development methodologies and workflows 
• Expert in diagnosing complex issues through advanced log analysis, coupled with hands-on experience in monitoring and optimizing system performance. 
• Demonstrated expertise in SQL query development and optimization, along with advanced skills in database performance tuning and issue resolution. 
• Strong foundation in revenue recognition, financial reporting, and reconciliation, with hands-on experience using ledger-based accounting systems and ensuring compliance with financial regulations. 
• Exceptional communication and presentation skills with a proven ability to build strong relationships at the C-level. 
• Proven ability to build and maintain long-term customer relationships, ensuring high satisfaction and retention. 
• Demonstrated success in translating customer feedback into actionable insights to improve service and product offerings. 
• Ability to understand customer business goals and align solutions to maximize value and ROI. 

Bonus Point if you Have:  

• A background working with Java systems including experience building both web and desktop client applications  

*If you don’t have all the qualifications listed, don’t worry! We understand everyone’s career path is unique, and still encourage you to apply if you feel this role is aligned with your career trajectory.  

Perks & Benefits:

• Competitive compensation package, because your hard work deserves recognition;
• 4-week Paid Time Off for the first 3 years, with increasing accrual afterward – so you can go “OOO” and take that vacation you’ve been dreaming of 😎; 
• 8 hours of paid Volunteer Time Off to contribute to causes close to your heart. Making a difference, made easy.
• Inclusive Family Benefits, including a $7,500 benefit for surrogacy, adoption, and fertility. Because family planning should come with support 🫶;
• Take advantage of our 6-week paid Parental Leave to focus on what matters most during significant family moments;
• Extend your care to your pets 🐾 with our group pet insurance options – because furry family members matter too!
• Choice of four medical insurance plans, including two employer-contributed HSA options and access to Teladoc. Your health, your choice;
• Benefit from employer-paid short & long-term disability and life insurance, as well as a matching 401K for a secure financial future;
• Gain unlimited access to Udemy for Business to support ongoing learning and career development;
• Prioritize your well-being with resources like our One Pass fitness membership, the Calm app, our robust EAP program, and Teledoc Mental Health services;
• Enjoy a flexible work schedule that aligns with your team’s schedule ⏰. 

LIFE at accesso:

ABOUT accesso: