Senior Technical Account Manager
The Senior Technical Account Manager plays a crucial role in cultivating and maintaining relationships with retail teams and clients. They possess a deep understanding of all Advantage technology systems and resources within the Technology Division. Serving as a trusted advisor to the business, the Senior Technical Account Manager bridges the gap between supported teams (typically 3-5 teams, varying by size and complexity) and the broader Technology team.
Responsibilities include developing and executing strategic plans to enhance functionality usage among supported teams, delivering training, and overseeing project management to achieve exceptional outcomes. Exceptional communication and presentation skills are essential for success in this role. Additionally, the Senior Technical Account Manager takes on a leadership role, supporting the ACTS management team through training, mentoring, tool development, and project management.
This position requires the ability to work autonomously as part of a team in a fast-paced environment, making informed decisions and meeting strict deadlines.
What we offer:
- Full-Time Benefits (Medical, Dental, Vision, Life)
- 401(k) with company match
- Training and Career Development
- Generous Paid Time-Off
Responsibilities:
- Serve as the primary point of contact for escalating and resolving issues, as well as handling application and reporting requests for field management and client services.
- Collaborate with IT and business teams to identify opportunities for operational efficiency and effectiveness, aligning technology solutions with current and future business needs.
- Participate in client and team meetings, representing the Technology team as required.
- Develop and deliver initial training sessions for supported teams on new applications or enhancements.
- Establish strong relationships with supported teams, actively engaging with the business by attending store calls, participating in meetings/calls, maintaining regular communication, and understanding team goals and objectives.
- Explores opportunities to integrate other technologies or tools for our retail customers in partnership with our account sales teams.
- Identifies and presents cross-selling opportunities to our customers when available, in partnership with our account sales teams.
- Comprehend the expected functionality and user interface of the device and data for end-users.
- Effectively troubleshoot reported issues (at the field management level) across all supported technology applications.
- Supervise the hierarchy structure and upkeep of assigned teams' database within reporting and all applications.
- Modify and configure team settings as necessary to alter data collection methods in the field.
- Collaborate in testing new software releases to identify bugs and confirm new functionality operates as intended.
- Leads and engages in projects with supported retail teams and IT for new application rollouts, pilot programs, and other special projects as required.
- Advances projects and processes through effective communication, organization, and project management abilities.
- Capable of effectively leading cross-functional groups toward a shared objective.
- Proficient in the hardware and software platforms available to supported teams. •
- Understands limited Commercial Products functionality, and Reporting. •
- Able to identify appropriate technical solutions to business problems and function as the technology expert in the room.
- Understands the process and flow of various software platforms and how they interact from loading activities into the handheld computer, how data is collected in-store, and how the results roll up into reporting.
- Proactively analyzes data/reporting to identify opportunities for better business practice.
Requirements:
- 3-5 years of experience in Technical Account Manager role
- 1+ year of experience in CRM (Customer Relationship Management Software) or database maintenance
- 2-3 years of CPG (Consumer Package Goods) industry experience preferred
- Training/presentation experience
- Customer Service experience a plus
- Strong prioritization skills
- Well-organized, detail-oriented, and able to handle a fast-paced work environment
- Ability to work independently and prioritize duties with minimal supervision, in order to meet deadlines
- Strong written communication and verbal communication skills
- Ability to work effectively with management
- Team building Skills
- Decision making skills
- Ability to exercise sound judgment
- Strong computer skills including proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web-browsers
- Skill in supervising to include delegating responsibility, training and evaluating performance
Job will remain open until filled.