Among computer user support specialists, AI is already used for a large share of the tasks. Measured exposure for computer user support specialists: 47% (high).

Share of this job’s tasks that AI is already used for at work, from real usage. It is not a forecast of job loss, and a low number means no use seen yet. Source: Anthropic Economic Index.

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About the job

Powering the world’s payments ecosystem

ACI powers the payments ecosystem – globally, and you power ACI. You’ll innovate, collaborate, and grow – in an energetic technology culture with decades of proven success. ACIers – in all roles and levels – are truly your colleagues and many are your friends. Our size and reach allow you to see the global impact of your work. You are visible, your talents are valued, and you are empowered to shape the future of payments.

Job Purpose:

We are seeking a highly collaborative and technically adept Technical Account Manager to join our Help24 team as part of our premium "White Glove" Engagement Services. This role serves as a dedicated advocate for our most strategic clients, ensuring they receive proactive, high-quality support tailored to their business needs. As a Level 3 escalation point and key component of our global "shift left" strategy, you will bridge the gap between Product, Engineering, Development, and frontline support teams while empowering analysts to resolve complex issues efficiently.

Operating within our integrated White Glove service model alongside Customer Success Managers, Program/Project Managers, and dedicated HELP24 analysts, you will deliver exceptional service that serves as an extension of our clients' teams, committed to their success and invested in delivering the premium experience that defines the ACI partnership .

Essential Functions and Responsibilities

Client Advocacy:

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

Product & Tooling Liaison:

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

Engineering & Development Collaboration:

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

Global Cross-Functional Support:

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

Level 3 Escalation & 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

Value Delivered to White Glove Clients:

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

Qualifications (Education, Experience, Knowledge, Skills, and Abilities)

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 Qualifications (Education, Experience, Competencies)

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

Competencies

1. Premium Client Service Excellence:

• Deep understanding of premium service delivery and white glove client expectations

• Ability to serve as an extension of client teams with strategic mindset

2. Operational Strategy & Execution:

Ability to design, implement, and refine operational strategies that enhance premium service delivery

Skilled in aligning support operations with client success goals and business objectives

3. Strategic Stakeholder Collaboration:

Executive-level communication skills for interaction with Customer Success Managers and client leadership

Ability to serve as strategic liaison between clients and internal teams to ensure alignment and satisfaction

4. Advanced Analytical & Problem-Solving Skills:

Proficient in analyzing complex client environments and operational data to proactively identify improvements

Ability to translate technical complexity into strategic insights for clients

5. Technical Proficiency & Innovation:

Advanced proficiency with customer service platforms, CRMs, and collaborative tools

Ability to leverage technology and automation to enhance premium client experience

6. Program & Change Management Leadership:

Knowledge of process improvement methodologies and change management in premium service environments

Experience leading strategic initiatives that drive client satisfaction and operational excellence

Work Environment:

• Remote position with global collaboration across time zones

• Client-focused environment requiring premium service delivery standards

• Collaborative team structure with integrated stakeholder approach

Physical demands:

Extensive computer and communication system usage (8+ hours daily)

Regular video conferencing and client communication requirements

If there is a triage for the client(s) that you are responsible for you may be requested to participate in the triage regardless of the time of day

Travel to the client site may be an option as the relationship requires

Applicants must be currently authorized to work in the United States on a full-time basis. This position does not offer sponsorship for employment visa status or work permit now or in the future.

I n return for your expertise, we offer opportunities for growth, career development, and a competitive compensation and benefits package—all within an innovative and collaborative work environment.

Are you ready to help us transform the payments ecosystem? To learn more about ACI Worldwide, visit our web site at www.aciworldwide.com Job ID (Requisition #20202)

ACI Worldwide is an AA/EEO employer in the United States, which includes providing equal opportunity for protected veterans and individuals with disabilities, and an EEO employer globally.

Important Notice About Recruitment Scams Job seekers should be aware of ongoing recruitment scams where individuals or organizations impersonate legitimate companies to offer fake job opportunities. These scams often involve requests for personal information, payments, or interviews through unofficial channels. Please be cautious and verify any communications claiming to be from our company ( www.aciworldwide.com / @aciworldwide.com). The ACI Worldwide recruitment team will always follow official channels and will never request payment.

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ACI Worldwide is a global leader in mission-critical, real-time payments software . Our proven, secure and scalable software solutions enable leading corporations, fintechs and financial disruptors to process and manage digital payments , power omni-commerce payments , present and process bill payments , and manage fraud and risk . We combine our global footprint with a local presence to drive the real-time digital transformation of payments and commerce.