Banking
Regions BankSaaS online banking, electronic services, regulated security & compliance.
Currently open for Technical Account Manager · Account Manager · CSM roles
Robert Jackson.
The technical depth clients trust — the relationship skills that make them stay.
Five years of enterprise technical support across banking, healthcare, aviation, marketplace SaaS, and enterprise EdTech — environments where systems can't fail and customers can't wait. Now pivoting into account management with the technical fluency, escalation discipline, and documentation rigor most AMs spend their first two years acquiring.
5yrs
Enterprise
Technical Support
Technical Support
5
Regulated
Industries
Industries
2
Recognized
Certifications
Certifications
SLA
First Contact
Resolution Focus
Resolution Focus
01
ABOUT
THE PIVOT · 2026
A technical relationship expert — not a ticket taker.
I spent five years inside enterprise systems that can't fail — resolving the complex issues clients escalate, documenting fixes that outlast individual contributors, and building the trust that keeps customers from churning. Now I'm taking that foundation into account management: sustained client relationships, proactive problem-solving, and being the person clients call when they need answers.
Every role I've held has been in an environment where the customer can't tolerate a wrong answer. A banking platform that locks a client out of their funds. A patient portal that fails the day a prescription needs refilling. A reservation system that strands an international traveler. An enterprise SaaS instance that brings a department's work to a halt.
What that taught me: the technical fix is half the work. The other half is the relationship around it — keeping the client informed, owning the resolution end-to-end, and leaving them better equipped after the call than before it. That second half is the entire job of an account manager.
I'm looking for a role where I can take ownership of accounts long enough to actually improve them — not just resolve a ticket and close it.
02
INDUSTRIES
5 REGULATED ENVIRONMENTS
Five industries.
One common thread.
Showing up for clients when systems fail and complexity spikes — across the kinds of regulated environments where most account managers have never operated. That range is the edge.
Enterprise EdTech
Western Governors UniversityServiceNow / Salesforce ticketing, ITIL, Azure AD, full incident lifecycle.
Marketplace SaaS
StubHubZendesk-driven Tier 1/2 for a high-volume consumer SaaS marketplace.
Aviation
Delta Air LinesReservation-system error resolution, regulatory compliance, international customer escalations.
Healthcare
Sutter HealthHIPAA-bound patient portal access, enrollment conflicts, sensitive-data safeguarding.
03
EXPERIENCE
2018 → 2025
The record.
Five roles. Five proofs.
Each role is a different angle on the same skill set — client trust, technical depth, escalation ownership, documentation rigor. What the account-management profession would call the foundation.
Electronic Banking Specialist / Client Technical Support
Regions BankSaaS Online Banking · Regulated
Dec 2024 — Dec 2025Remote
- Resolved Tier 1 technical inquiries for SaaS-based online banking systems, mobile applications, and electronic account services — maintaining high first-contact resolution rates.
- Troubleshot login issues, password resets, and platform functionality concerns with patience and systematic problem isolation in a regulated environment.
- Collaborated with internal teams to manage high-volume customer interactions while exceeding CSAT, QA, and AHT goals.
- Documented every technical support case in compliance with strict banking security and regulatory compliance standards.
Service Desk Technician I / ServiceNow + Salesforce
Western Governors UniversityEnterprise EdTech · ITIL
Mar 2024 — Oct 2024Salt Lake City, UT
- Delivered Tier 1 and Tier 2 technical support using ServiceNow and Salesforce to manage the full incident management lifecycle.
- Troubleshot complex issues across Azure Active Directory, hardware configuration, and remote access within enterprise software environments.
- Escalated high-priority incidents per ITIL procedures while retaining ownership through final resolution and SLA compliance.
- Produced detailed technical documentation and knowledge-base articles to accelerate resolution for recurring customer issues.
Client Experience Specialist / Phone Support
StubHubMarketplace SaaS · Zendesk
Aug 2022 — Jun 2023Draper, UT
- Resolved account access and payment processing issues for platform users via Zendesk and structured troubleshooting methodologies.
- Collaborated with product teams to identify and escalate recurring technical bugs within the SaaS ecosystem.
- Adapted to evolving software workflows and customer support tools to maintain consistent service quality.
Customer Service Representative
Delta Air LinesAviation · Highly Regulated
Oct 2021 — Aug 2022Salt Lake City, UT
- Troubleshot reservation system errors and account conflicts for international travelers while ensuring regulatory compliance.
- Resolved complex customer escalations through effective communication and advanced problem-solving techniques.
- Collaborated with cross-functional teams to manage high-volume service inquiries and logistical challenges.
- Documented operational updates and adhered to safety and security protocols within a highly regulated industry.
Service Desk Representative
Sutter HealthHealthcare · HIPAA
Nov 2018 — Apr 2019West Valley City, UT
- Resolved SaaS-based patient portal access issues and enrollment conflicts in strict accordance with HIPAA regulatory compliance.
- Troubleshot account and record updates using Microsoft 365 and internal support systems.
- Documented technical resolutions while safeguarding sensitive data and maintaining accuracy for healthcare records.
04
SKILLS & CERTIFICATIONS
TECHNICAL · ENTERPRISE TOOLS
The full tool belt.
Grouped the way an account-management hiring manager will want to read them — core skills, the enterprise tools that prove product fluency, the systems work that proves technical depth, and the credentials that anchor the resume.
Skill · 01
Core technical support
Skill · 02
Enterprise tools
Skill · 03
Systems & networking
Skill · 04
Compliance & methodology
SN
ServiceNow Certified System Administrator (CSA)
G
Google IT Support Professional Certificate
EDU
Salt Lake Community College
05
GET IN TOUCH
OPEN · 2026
Let's talk accounts.
Open to Technical Account Manager · Account Manager · Customer Success Manager roles at SaaS, healthcare technology, and enterprise software companies. Remote-friendly; based in Salt Lake City.
Looking for a technical-credible AM who can talk to enterprise clients on day one.
Best reached by email for an introductory conversation. I respond personally within one business day and prefer a brief intro call before deeper engagement. Happy to share references from previous managers across any of the five industries.