Technical Account Manager, CoStar Real Estate Manager

About the Role

The Technical Account Manager (TAM) is a senior, client‑facing role that blends technical expertise with a focus on customer success. The TAM manages a portfolio of premium support clients, acts as their trusted advisor, oversees issue resolution, ensures SLA compliance, and drives self‑service adoption, with performance measured by SLA, CSAT, and case deflection. The role works closely with Support, Product, Engineering, and Customer Success teams. • Manage support for Enterprise/Premium clients, monitor case progress, ensure SLA compliance, and escalate when needed. • Serve as the primary technical support contact, provide timely updates, and coordinate internal teams for complex issues. • Build strong client relationships, understand workflows, and deliver tailored guidance and best practices. • Advocate for client needs internally, push for fixes or enhancements, and follow through to resolution. • Conduct regular reviews, share product updates, deliver training, and collaborate on account plans with Customer Success. • Mentor support analysts, share client‑specific knowledge, and contribute to self‑service knowledge base. • Track support metrics, identify recurring issues, and recommend data‑driven improvements.

Key Responsibilities

• ▸sla management
• ▸technical support
• ▸issue resolution
• ▸product training
• ▸metrics tracking
• ▸client advocacy

What You Bring

Candidates must be eligible to work full‑time in the United States; CoStar Group does not provide visa sponsorship for this position. • Bachelor’s degree in Business, IT, Computer Science or related field. • 5+ years experience in technical support, technical account management, or customer success with enterprise SaaS. • Proficiency in Microsoft SQL Server, Excel, and other Microsoft Office tools for reporting and analysis. • Willingness to participate in an on‑call rotation for after‑hours support. • Strong troubleshooting and systems analysis skills, including log and database error interpretation. • Clear, professional written and verbal communication for non‑technical audiences. • Proven ability to build trust, manage relationships, and maintain confidence during critical issues. • Skilled at prioritizing, multitasking, and managing multiple client needs without losing detail. • Collaborative across teams, able to mentor junior analysts and promote continuous improvement. • Comfortable with data, metrics, and basic reporting; capable of deriving insights from KPIs. • Familiarity with accounting and finance principles related to lease administration and month‑end close processes. • Experience with CRM or case management systems (e.g., Salesforce Service Cloud) and Knowledge‑Centered Support practices. • Willingness to travel up to 20‑30% for on‑site client meetings or trainings.

Requirements

• ▸bachelor’s
• ▸5+ years
• ▸sql server
• ▸excel
• ▸salesforce
• ▸troubleshooting

Benefits

Joining CoStar Group means working in a collaborative, innovative culture that offers generous compensation, performance‑based incentives, internal training, and tuition reimbursement. Employees receive a comprehensive benefits package and opportunities for professional and academic growth. • Competitive compensation with performance‑based incentives. • Tuition reimbursement and internal training opportunities. • Comprehensive health coverage: medical, vision, dental, and prescription drug. • Life, legal, and supplementary insurance. • Virtual and in‑person mental health counseling for individuals and families. • Commuter and parking benefits. • 401(k) retirement plan with matching contributions. • Employee stock purchase plan. • Paid time off. • On‑site fitness center or reimbursed fitness membership costs. • Access to Diversity, Equity & Inclusion employee resource groups. • Complimentary gourmet coffee, tea, hot chocolate, fresh fruit, and healthy snacks.

Work Environment

Office Full-Time