Technical Account Manager, Costar Real Estate Manager

Technical Account Manager

CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world's real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives. We have been living and breathing the world of real estate information and online marketplaces for over 37 years, giving us the perspective to create truly unique and valuable products and services. We've continually refined, transformed and perfected our approach to our business, creating a language that has become standard in our industry and for our customers. This is how we deliver for our customers, our employees, and investors. By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate.

Role Description

The Technical Account Manager (TAM) is a senior client-facing role that combines technical expertise with a focus on customer success. You will manage a portfolio of premium support clients, serving as their trusted advisor and advocate within CoStar's Real Estate Manager platform team. You'll oversee issue resolution for your accounts by either troubleshooting directly or partnering with internal resources, ensuring SLA compliance and client satisfaction. By building strong relationships and understanding each client's software implementation, you'll proactively enhance their support experience and drive self-service adoption. Success is measured by SLA performance, CSAT scores, and case deflection. This role collaborates closely with Support, Product, Engineering, and Customer Success teams to ensure clients realize full value from our solutions.

Key Responsibilities

• Case Oversight: Manage support for Enterprise/Premium clients, monitor case progress, ensure SLA compliance, and escalate when needed.
• Client Liaison: Act as the main contact for technical support, provide timely updates, and coordinate internal teams for complex issues.
• Relationship Management: Build strong client relationships, understand their workflows, and offer tailored guidance and best practices.
• Client Advocacy: Represent client needs internally, push for fixes or enhancements, and follow through to resolution.
• Proactive Support: Conduct regular reviews, share product updates, deliver training, and collaborate with Customer Success on account plans.
• Team Coaching: Mentor support analysts, share client-specific knowledge, and contribute to knowledge base for self-service resources.
• Trend Analysis: Track support metrics, identify recurring issues, and recommend improvements based on data insights.

Basic Qualifications

• Bachelor's degree required in Business, Information Technology, Computer Science, or a related field, from an accredited, not-for-profit, in-person college/university.
• A track record of commitment to prior employers.
• 5+ years in a technical support, technical account management, or customer success role, preferably with enterprise software or SaaS products.
• Proficiency in Microsoft SQL Server (ability to write basic queries to help investigate data issues).
• Strong skills in Excel and other Microsoft Office tools for reporting and analysis.
• Willingness to participate in an on-call rotation for after-hours support issues.
• Technical Expertise: Strong troubleshooting and systems analysis skills; able to interpret logs and database errors.
• Communication: Clear, professional written and verbal skills; capable of explaining technical details to non-technical audiences.
• Customer Focus: Proven ability to build trust, manage client relationships, and maintain confidence during critical issues.
• Organization: Skilled at prioritizing, multitasking, and managing multiple client needs without losing detail.
• Collaboration: Works well across teams; able to mentor junior analysts and promote continuous improvement.
• Analytical Skills: Comfortable with data, metrics, and basic reporting; able to derive insights from KPIs.

Preferred Qualifications

• Professional development in customer success or IT service management is a plus.
• Familiarity with accounting and finance principles related to our software's use cases (e.g., lease administration, journal entry processing, or month-end close processes).
• Experience with CRM or case management systems (e.g., Salesforce Service Cloud) and familiarity with Knowledge-Centered Support (KCS) practices.
• Willingness to travel (up to ~20-30%) for on-site client meetings or trainings.

What's in it for you?

When you join CoStar Group, you'll experience a collaborative and innovative culture working alongside the best and brightest to empower our people and customers to succeed. We offer you generous compensation and performance-based incentives. CoStar Group also invests in your professional and academic growth with internal training, and tuition reimbursement. Our benefits package includes (but is not limited to): comprehensive healthcare coverage: medical / vision / dental / prescription drug; life, legal, and supplementary insurance; virtual and in person mental health counseling services for individuals and family; commuter and parking benefits; 401(K) retirement plan with matching contributions; employee stock purchase plan; paid time off; tuition reimbursement; on-site fitness center and/or reimbursed fitness center membership costs (location dependent); access to CoStar Group's Diversity, Equity, & Inclusion Employee Resource Groups; complimentary gourmet coffee, tea, hot chocolate, fresh fruit, and other healthy snacks.

We welcome all qualified candidates who are currently eligible to work full-time in the United States to apply. However, please note that CoStar Group is not able to provide visa sponsorship for this position. CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing.