Technical Account Manager, Enterprise Support

Job not on LinkedIn

🔥 1 minute ago

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $94.9k - $130k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🧑‍🔧 Technical Account Manager

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CCC Intelligent Solutions

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1980

CCC Intelligent Solutions Inc. is a leading cloud platform for the multi-trillion-dollar P&C insurance economy creating intelligent experiences for insurers, repairers, automakers, part suppliers, lenders, and more.

📋 Description

• Serve as a senior technical escalation point for CCC’s enterprise customers, primarily strategic automotive accounts. • Provide hands-on troubleshooting and advanced API support for complex customer issues. • Own high-severity customer issues from escalation through resolution, coordinating resources and providing timely updates. • Connect customer technology teams with CCC’s technical organizations to reduce handoffs and preserve technical accuracy. • Develop detailed understanding of customer environments, integrations, workflows, and technical dependencies. • Identify operational risks and recommend improvements to reliability, scalability, security, and customer outcomes. • Lead technical communications during high-severity incidents, service reviews, and post-incident discussions. • Partner across Engineering, Product, Support, Sales, Professional Services, account teams, and third parties to drive resolution and corrective actions. • Analyze recurring customer issues, service data, and operational metrics to identify trends and improvement opportunities. • Translate customer feedback and technical findings into recommendations for product, process, support, documentation, tooling, and automation improvements. • Contribute to escalation models, service-level practices, KPIs, service reporting, and enterprise support processes. • Build trusted technical relationships with customer technology leaders and advise on service reliability, operational risk, and complex technical issues. • Act 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 practical experience. • 7+ years of experience in enterprise technical support, technical account management, service delivery, customer-facing platform support, software development, or a related technical role. • 3+ years of experience serving as a senior technical escalation resource for large, complex, production environments with high availability and reliability requirements. • Demonstrated ability to troubleshoot complex technical issues and collaborate effectively with development, product, infrastructure, support, or other technical teams. • Experience supporting APIs, integrations, enterprise platforms, SaaS products, or other interconnected technical environments. • Ability to communicate effectively 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 skills, with the ability to identify patterns, assess risk, and recommend practical solutions. • Ability to influence cross-functional teams, establish ownership, and drive progress without direct authority. • Exceptional written and verbal communication skills, including the ability to create clear, executive-ready documentation. • Sound judgment, composure under pressure, a strong ownership mindset, and a customer-focused approach. • Ability to work remotely with preference for Central Time business-hour alignment. • Ability to support limited travel based on customer needs. • Ability to provide occasional evening or after-hours support for production rollouts, API deployments, endpoint coordination, or other customer-impacting activities. • A video interview is required 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