Technical Account Manager, Gaming/Guest Experience

Location: Plano, TX
Salary: Depends on Experience
Description:
Technical Account Manager - Gaming & Guest Experience

Location: Plano, TX (Hybrid - Expectation of 4 days per week in the Plano corporate office and technical lab)

Position Type: Full-Time

Estimated Compensation: $90,000 - $120,000 Base upon conversion* (Commensurate with experience, plus comprehensive benefits package)*
About Ziosk

Ziosk is the pioneer of the hospitality technology industry, having revolutionized the restaurant experience with the first pay-at-the-table tablet network. Today, our platform operates on thousands of devices across major national enterprise chains (including Olive Garden, Applebee's, and Outback Steakhouse), running sophisticated cloud, software, and hardware solutions.

Beyond ordering and secure payment processing, the Ziosk platform serves as a tableside entertainment hub. Our premium, pay-to-play gaming ecosystem keeps millions of guests entertained every day and represents a critical, high-margin revenue stream for our restaurant partners. We are looking for an innovative, data-driven professional to optimize, expand, and lead the technical lifecycle of this digital entertainment portfolio.
Position Overview

Ziosk is seeking a Technical Account Manager (TAM) for Gaming & Guest Experience. In this specialized role, you will serve as the premier technical and strategic liaison between our enterprise clients, internal engineering teams, and the broader digital gaming ecosystem.

Unlike traditional infrastructure TAM positions, this role sits at the intersection of technical operations, data analytics, and product ideation. You will be responsible for tracking the performance, stability, and monetization of our on-device gaming offerings across our fleet, while proactively analyzing user behavior to suggest, source, and integrate the next generation of casual, tableside gaming concepts.
Key Responsibilities
Gaming Performance Analytics & Optimization

• Track Engagement Metrics: Continuously monitor and analyze Key Performance Indicators (KPIs) across our casual gaming suite, including session length, game popularity, activation rates, and transactional conversion metrics.
• Executive Reporting: Compile and present detailed environmental health and revenue adoption reports to internal executive stakeholders (including the Chief Product Officer) and enterprise restaurant leadership.
• A/B Testing & Monetization: Drive data-backed recommendations regarding paywall structures, pricing adjustments, and promotional placement on the user interface to maximize guest interaction and ancillary revenue.

Concept Sourcing & Product Pipeline

• Source New Concepts: Actively research trends in the casual, hyper-casual, and mobile gaming industries to identify new titles, interactive trivia, and family-friendly concepts well-suited for a tableside restaurant environment.
• Vendor & Studio Relations: Serve as the primary technical point of contact for third-party game developers, studios, and content partners. Evaluate external software builds for compatibility with Ziosk's ecosystem.
• Feature Suggestion: Translate raw guest engagement data into actionable product feature requests, guiding the internal content roadmap for what types of games Ziosk should build, buy, or partner with next.

Technical Deployment & Release Management

• Own the Release Calendar: Manage the end-to-end execution and scheduling of over-the-air (OTA) updates for all entertainment, software configurations, and interactive menu assets using Jira and Confluence.
• Hands-on Lab Validation: Spend time in our internal, physical Plano technical lab utilizing Ziosk test devices. Conduct User Acceptance Testing (UAT) to ensure that new game builds run efficiently on our Android-based hardware stack without impacting core Point of Sale (POS) and payment systems.
• Issue Escalation: Act as the primary gatekeeper for high-severity gaming performance issues or software bugs, coordinating rapidly with Support and Engineering teams to minimize client disruption.

Qualifications & Requirements

• Experience: 5-7+ years of experience in a Technical Account Manager, Technical Project Manager, Product Operations, or Customer Success Architecture role-ideally within a SaaS, digital media, mobile gaming, or hardware-integrated tech environment.
• Analytical Mindset: Strong capability to pull, read, and interpret user behavior data (experience with tools like Power BI, Tableau, or SQL is highly preferred) to make strategic business recommendations.
• Product/Gaming Acumen: A passion for digital entertainment and an understanding of what makes casual games engaging and monetizable. Experience working with mobile apps, digital publishers, or the Android OS ecosystem is a distinct advantage.
• Technical Infrastructure Foundation: Comfortable working around local device networks, API integrations, json configurations, and how localized hardware communicates with enterprise backend systems.
• Agile Toolsets: Heavy proficiency using Jira, Confluence, Salesforce, or similar enterprise ticketing and workflow software.
• Communication Skills: Exceptional verbal and written skills, with a proven ability to present complex technical performance data clearly to executive client stakeholders and creative developers alike.
• Availability: Willingness to participate in on-call escalation schedules for major software rollouts and occasionally travel to customer locations for hands-on, live restaurant deployment validations.

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