Technical Account Manager

Join TravelNet Solutions as a Technical Account Manager!

At TravelNet Solutions (TNS), we’re transforming the hospitality industry with innovative technology solutions.

Our Technical Account Manager (TAM) works in the Customer Success department providing technical expertise and ensuring the successful use of our platform by addressing complex customer issues. The ideal candidate has an extensive technical background, exceptional problem-solving skills, and the ability to collaborate cross-functionally to deliver world-class service.

This role is perfect for someone who is:

• A self-starter with tremendous initiative and a strong work ethic.
• An excellent communicator and collaborator across functional teams.
• Eager to make a high impact at a product-driven company.
• Adaptable, quick to embrace change, and a fast learner.
• Skilled in creative and critical thinking.
• Detail-oriented, even in a fast-paced environment.
• Passionate about technology and innovation.
  
  
  

About TravelNet Solutions

For over 21 years, TravelNet Solutions has provided integrated software and marketing solutions for the hospitality industry, anchored by our flagship Track Property Management System and other products under the Track banner.

Our single-vendor ecosystem equips growing vacation rental companies with all the enterprise-class tools they need to scale. With ongoing investments in platform development, 70+ integration partners, and a growing list of native features, Track empowers hospitality professionals to achieve digital transformation and operational excellence.

Our Core Values reflect the behaviors that shape the tone of how we work with each other, our partners, and our customers:

Serve Others: Nurturing growth to help others succeed.

Grit: Taking ownership and never giving up on what matters most.

Create the Future: Innovating to disrupt the status quo.

Why Join Us?

• Be part of a fast-moving, dynamic team focused on growth and success.
• Work alongside a talented, collaborative, and supportive team.
• Work for a portfolio company offering a one-vendor solution for SaaS technology, marketing, and distribution.
• Help reshape the hospitality industry through technology and service innovation.
  
  
  

Perks and Benefits:

• Full medical, dental, and vision coverage
• Flexible Paid Time Off
• Unlimited access to professional training and development
• Health Savings Account with up to a $2,000 annual match
• Flexible work environment
• Free life insurance and long-term disability coverage
• Flexible Spending Accounts
• Retirement plan with employer match
• Free snacks and soda in the office
• $150 quarterly gift for personal use
• Competitive wages
• Work with an amazing team!
  
  
  

Responsibilities:

• Serve as primary technical point of contact for assigned accounts, providing expert guidance and troubleshooting assistance
• Collaborate with Customer Success to support customer onboarding, product adoption, and ongoing platform optimization
• Support the Customer Success team by creating client facing and internal documentation
• Ensure a timely resolution of high-priority cases, escalating to Engineering or Product as necessary
• Conduct regular technical health checks for customers to ensure optimal platform performance, configuration, and utilization
• Inform customers of new features and assist with integrating updates into workflows for enhanced functionality and efficiency
• Collaborate with Professional Services to identify opportunities for technical training, configuration adjustments, and continuous optimization
• Proactively monitor customer health and flag potential technical challenges that may impact account retention or satisfaction
• Conduct technical reviews, providing insights into system performance, best practices, and improvement opportunities
• Work with Product and Engineering to deliver customer feedback, participate in discovery sessions, and ensure the platform meets evolving customer needs
• Provide technical guidance on platform updates, integrations, and configurations to ensure customers are utilizing the platform effectively.
  
  
  

Cross-Functional Collaboration:

Customer Success: Partner with the CSM team to ensure the technical success of customers, assist with technical escalations, and support growth initiatives.

Support: Collaborate with the Support team to resolve escalated tickets and ensure a smooth issue resolution process for technical challenges.

Product/Engineering: Provide customer feedback, participate in technical discovery sessions, and collaborate on product improvements.

Professional Services: Work together to identify training opportunities, technical configurations, and ongoing optimization efforts for customers.

Sales: Support the Sales Team in pre-sales activities if needed for enterprise or key accounts.

Minimum Qualifications:

• Bachelor's degree in a technical field (e.g., Computer Science, Information Technology, Engineering) or equivalent
• 3+ years of experience in a customer-facing technical role such as Technical Account Manager, Solutions Engineer, or similar, in a SaaS or technology-driven environment
• Passion for customer success and a proactive approach to issue resolution.
• Savvy technical problem-solving skills and the ability to explain complex concepts in simple terms
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences
• Experience working with cross-functional teams to resolve customer issues and deliver value
• Ability to manage multiple priorities and projects simultaneously in a fast-paced environment.
• Deep understanding of short term rental property management industry and systems
• Experience with systems like Jira, Confluence, AWS Services, and/or Zendesk preferred
• Basic understanding of user and device management, telephony systems
• Experience with data analytics tools: PowerBi, Tableau, etc.
  
  
  

Intermediate to advanced experience with one of the following technologies required:

Database technologies: mySQL, MS SQL

Programming interfaces and API technologies: Restful API, SOAP, WSDL and OpenAPI spec

Basic understanding of XML/JSON and their structures: Python, Java, Node .js, PowerShell, .BAT/Shell, Perl

Diversity and Inclusion:

We celebrate diversity of thought, culture, and background and are committed to creating an inclusive environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, disability, or veteran status or any other protected status under applicable federal, state, or local law. We comply with all applicable laws governing nondiscrimination in every location where we operate and encourage individuals from all backgrounds to apply.

Compensation:

The typical starting salary range for this position is: $60,000 to $70,000 annually.

The actual salary offer will consider multiple factors, including skills, experience, education, and location. Please note that the salary reflects the base amount only and does not include total compensation, such as discretionary bonuses and benefits.