Enterprise Technical Account Manager (on-site) - Plano, TXZiosk is looking for a Technical Account Manager (TAM) to support and grow relationships with our enterprise restaurant customers. In this role, you will serve as the primary technical and operational point of contact, helping customers successfully deploy, manage, and optimize the Ziosk platform across their restaurants.
TAMs work with some of the largest restaurant brands in the industry, supporting deployments that span thousands of devices across hundreds of locations. You will coordinate closely with internal teams-including Engineering, Support, Content, and Deployment-to execute customer initiatives, resolve issues, and ensure the platform is performing successfully in the field.
Success in this role requires strong project management, technical coordination, and customer communication skills to manage multiple initiatives while delivering high-quality customer experiences.
The Main Course - Responsibilities- Partner with the Client Director to ensure the success and operational health of assigned enterprise customers.
- Serve as the primary technical and operational point of contact for assigned accounts, representing the voice of the customer internally and the voice of Ziosk externally.
- Own end-to-end execution of customer initiatives across the Ziosk platform, including promotions, menu updates, surveys, configuration changes, and feature releases.
- Gather customer requirements and coordinate execution across Content, Engineering, Support, and Deployment teams using internal workflows.
- Manage multiple concurrent customer initiatives, maintaining clear timelines, communication, and delivery expectations.
- Validate customer configuration changes and deployments using Ziosk test devices and internal lab environments to ensure accuracy prior to release.
- Monitor platform performance and environment health (device health, payment conversion, engagement, and feature adoption) and present insights to customers.
- Manage communication and coordination for high-severity issues, ensuring timely updates and resolution.
- Build and maintain strong relationships with customer operations, IT, and leadership teams through regular communication and review meetings.
- Communicate product enhancements, feature releases, and platform updates to customers and provide related documentation or training as needed.
Platform & Technical Operation Responsibilities- Manage intake and execution of customer configuration changes-including promotions, menu updates, surveys, and feature releases-through internal workflows (Jira).
- Coordinate and track feature requests, bug fixes, and software updates through the Ziosk software development lifecycle.
- Configure and validate platform updates using internal tools, test devices, and lab environments prior to deployment.
- Manage customer content and configuration updates across the Ziosk platform, including menu structures, promotional campaigns, and survey flows.
- Maintain accurate customer environment data including device inventory, reporting subscriptions, and configuration records.
- Partner with Support and Engineering teams to investigate issues, coordinate escalations, and ensure timely resolution.
- Communicate deployment readiness, release notes, and platform updates to customers.
What You Bring To the Table - Qualifications- 7+ years supporting enterprise customers in a Technical Account Manager, Account Manager, Project Manager, or Customer Success role.
- Experience managing customer implementations, deployments, or platform configuration changes in a SaaS or technology environment.
- Experience supporting large enterprise customers with deployments across multiple locations.
- Familiarity with system integrations such as POS, payments, loyalty, or other enterprise infrastructure platforms.
- Strong project management skills and the ability to coordinate cross-functional teams and manage multiple initiatives simultaneously.
- Excellent communication and presentation skills, including experience working with executive stakeholders.
- Experience working with ticketing or workflow systems such as Jira, ServiceNow, or similar tools.
- Ability to troubleshoot technical issues and partner with engineering or support teams to drive resolution.
- Bachelor's degree or equivalent work experience.
Candidates must be eligible to work in the U.S. and be able to commute daily to Plano.. Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa currently. No agencies or third-party recruiters, please.
