Technical Account Manager - Strategic Accounts

Cash Depot is seeking a highly motivated, technically inclined, and exceptionally organized Technical Account Manager with an emphasis on our convenience store customers and large strategic accounts.

Our Account Management team is a critical part of Cash Depot's core business, responsible for supporting some of our largest and most valuable customer relationships. This position requires more than exceptional customer service. We are looking for a confident, proactive professional who understands the importance of account retention, technical accuracy, operational efficiency, and taking ownership of customer needs from beginning to end.

The ideal candidate is a natural problem-solver who enjoys technology, thrives in a fast-paced environment, and can effectively manage competing priorities while maintaining outstanding attention to detail.

We value individuals with a gamer's mindset: strategic thinkers who enjoy troubleshooting, quickly learning new systems, multitasking, anticipating challenges, and finding solutions under pressure.

At Cash Depot, we believe in hands-on training, continuous improvement, and empowering our employees to take initiative, develop their expertise, and deliver world-class service to our customers.

Job Summary

The Technical Account Manager serves as a primary point of contact for new and existing customers, providing comprehensive account management, technical support coordination, onboarding, training, and operational oversight.

This role is responsible for managing complex customer relationships, preparing ATM processing agreements, coordinating service implementations, understanding additional financial technology offerings, and investigating transaction and deposit discrepancies.

The Account Manager must be comfortable independently leading customer onboarding and training sessions, navigating multiple systems, analyzing account information, and collaborating with internal departments to ensure timely and accurate resolutions.

Success in this role requires exceptional organization, technical confidence, sound judgment, and the ability to prioritize effectively while maintaining accountability for every customer request.

Duties & Responsibilities

Strategic Account Management

• Manage and strengthen relationships with existing customers, including major convenience store chains and strategic accounts.
• Deliver world-class customer service through proactive communication, timely issue resolution, and consistent follow-through.
• Identify customer needs, opportunities for additional services, and potential risks to account retention.
• Handle escalated customer concerns professionally while maintaining strong relationships.

Technical Operations & Financial Investigations

• Develop a thorough understanding of ATM processing systems, transaction activity, terminal management, and reporting platforms.
• Investigate deposit discrepancies, settlement issues, transaction exceptions, and processing concerns using financial records and system reports.
• Troubleshoot technical issues and coordinate resolutions with appropriate internal departments.
• Understand and support additional financial technology services, including cryptocurrency-related features and other value-added offerings.
• Stay current on system updates, processing requirements, and new technology.

Customer Onboarding & Training

• Lead customer onboarding from initial setup through implementation, ensuring accurate documentation and timely completion.
• Independently conduct virtual customer training through Microsoft Teams, Zoom, and other platforms.
• Explain ATM processing systems, reporting tools, account features, and additional services clearly and confidently.
• Coordinate new installations, account transitions, and service implementations with internal teams.
• Develop and maintain customer training materials and onboarding resources.

Agreements & Account Administration

• Prepare, review, and coordinate ATM processing agreements, amendments, and customer documentation.
• Verify contractual accuracy, including pricing, processing arrangements, and additional service requirements.
• Maintain organized customer records, account information, and agreement documentation.

Organization & Operational Execution

• Independently manage competing priorities, customer requests, projects, and deadlines.
• Prioritize responsibilities based on urgency, customer impact, and business needs.
• Maintain accurate task tracking, detailed documentation, and timely follow-up.
• Identify process improvements that increase efficiency and enhance the customer experience.
• Collaborate with Sales, Customer Service, Technical Support, Field Service, Accounting, and Operations to support customer needs.
• Perform additional responsibilities and projects as assigned.

• Handle escalated customer concerns professionally while maintaining strong relationships.

Requirements: Education, Experience, Skills & Abilities

• Minimum of 4 years of experience in account management, customer service, sales, technical support, financial services, or a related field.
• Strong technical aptitude with the ability to quickly learn complex software applications and financial processing platforms.
• Exceptional organizational, time-management, and prioritization skills.
• Strong analytical, investigative, and problem-solving abilities.
• Excellent written and verbal communication skills, including presentation and training capabilities.
• Proficiency in Microsoft 365, including Excel, Outlook, Word, and Teams.
• Experience with CRM systems, transaction reporting, or financial technology is preferred.
• Ability to interpret business agreements, financial data, and technical information accurately.
• Strong interpersonal skills, sound judgment, and the ability to work independently in a fast-paced environment.

Ideal Candidate Profile

Think like a gamer. Solve like a technician. Lead like an account owner.

We are looking for someone who:

• Enjoys technology, strategy, troubleshooting, and learning new systems.
• Thinks quickly, anticipates challenges, and adapts to changing situations.
• Thrives under pressure and approaches complex problems with confidence and persistence.
• Takes initiative, assumes ownership, and is comfortable leading customers and projects.
• Is detail-oriented, self-motivated, and driven to deliver results.

An interest in gaming, technology, or strategy-based activities is a plus, particularly when paired with strong professional communication and organizational skills.

Why This Role Matters

Account Management is a cornerstone of Cash Depot's business. This position directly supports our largest customer relationships, the performance of our ATM processing services, and the continued growth of our financial technology solutions.

We're looking for someone who doesn't just manage accounts—they take ownership, embrace technology, and make things happen.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by Team Members to successfully perform the essential functions of the job.

While performing the duties of this job, the Team Member is regularly required to talk and hear. Required to frequently sit, stand, walk, use hands to finger, handle or feel, and reach with hands and arms.

The Team Member is occasionally required to lift and/or move 10 pounds, sit; stoop, bend and kneel. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, copiers, filing cabinets and fax machines, etc.

This is a full-time position. Days and hours of work are Monday through Friday, 8:00 am to 5:00 pm, occasional overtime required.

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Team Member for this job. Duties, responsibilities and activities may change at any time with or without notice.

Cash Depot provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.