Technical Account Manager, Enterprise Support

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Act as a senior technical escalation resource for CCC's enterprise clientele, focusing primarily on strategic automotive accounts.

• Deliver hands-on troubleshooting and advanced API assistance for intricate customer challenges.

• Take ownership of high-severity customer issues from escalation to resolution, coordinating necessary resources and providing timely updates.

• Facilitate connections between customer technology teams and CCC's technical divisions to minimize handoffs and ensure technical accuracy.

• Cultivate a comprehensive understanding of customer environments, integrations, workflows, and technical dependencies.

• Identify operational risks and suggest enhancements to reliability, scalability, security, and overall customer outcomes.

• Lead technical communications during high-severity incidents, service reviews, and discussions following incidents.

• Collaborate with Engineering, Product, Support, Sales, Professional Services, account teams, and third parties to drive resolution and corrective actions.

• Examine recurring customer issues, service data, and operational metrics to discover trends and potential improvement opportunities.

• Convert customer feedback and technical insights into actionable recommendations for product, process, support, documentation, tooling, and automation enhancements.

• Contribute to escalation models, service-level practices, KPIs, service reporting, and enterprise support workflows.

• Establish trusted technical relationships with customer technology leaders and provide counsel on service reliability, operational risk, and complex technical matters.

• Serve as a senior subject-matter expert, consultant, and resource for customer technical teams and internal stakeholders.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Engineering, Information Systems, a related field, or equivalent hands-on experience.

• Over 7 years of experience in enterprise technical support, technical account management, service delivery, customer-facing platform support, software development, or a comparable technical role.

• More than 3 years of experience acting as a senior technical escalation resource for large, intricate, production environments that demand high availability and reliability.

• Proven capability to troubleshoot complex technical issues and collaborate effectively with development, product, infrastructure, support, or other technical teams.

• Experience in supporting APIs, integrations, enterprise platforms, SaaS products, or other interconnected technical environments.

• Proficient in effective communication with stakeholders at all levels, including CIOs, senior technology leaders, developers, support teams, and client help desks.

• Experience leading technical communications during high-severity or business-critical customer incidents.

• Strong analytical and problem-solving abilities, with the skill to identify patterns, assess risk, and recommend feasible solutions.

• Capacity to influence cross-functional teams, establish ownership, and drive progress without direct authority.

• Excellent written and verbal communication skills, with the ability to produce clear, executive-ready documentation.

• Sound judgment, composure under pressure, a strong sense of ownership, and a customer-centric approach.

• Ability to work remotely, preferably aligned with Central Time business hours.

• Willingness to support limited travel based on customer requirements.

• Availability to provide occasional evening or after-hours support for production rollouts, API deployments, endpoint coordination, or other customer-impacting activities.

• A video interview is mandatory for this position.

🏝️ Benefits

• 401K Match

• Paid time off

• Annual Incentive Plan Performance Bonus

• Comprehensive health insurance

• Adoption Assistance

• Tuition Reimbursement

• Wellness Programs

• Stock Purchase Plan options

• Employee Resource Groups