Technical Account Manager

Technical Account Manager

The Technical Account Manager is a pivotal role within our organization, serving as the primary bridge between our retail teams, clients, and engineering departments. This position requires a comprehensive understanding of all Advantage technology systems and resources within the Technology Division. Serving as a trusted advisor and strategic partner to the business, the Technical Account Manager bridges the gap between supported teams (typically 3-5 teams, varying by size and complexity) and the broader Technology team. As part of a team in a fast-paced environment, this position requires the ability to work autonomously and independently, make informed decisions while adhering to strict deadlines. This incumbent has in-depth knowledge of products and solutions for each customer’s unique technical environment.

The Technical Account Manager is an advocate that proactively engages the appropriate resources, leverages specialized expertise, and drives technical direction to resolve product issues and critical incidents with minimal disruption to the business. Exceptional communication and presentation skills are essential for success in this role. The Technical Account Manager takes on a leadership role, supporting teams through training, mentoring, tool development, and project management.

The Company is one of North America’s leading sales and marketing agencies specializing in outsourced sales, merchandising, category management, and marketing services to manufacturers, suppliers, and producers of food products and consumer packaged goods. The Company services a variety of trade channels including grocery, mass merchandise, specialty, convenience, drug, dollar, club, hardware, consumer electronics, and home centers. We bridge the gap between manufacturers and retailers, providing consumers access to the best products available in the marketplace today.

Responsibilities:

Client Relationship Management

• Cultivate and maintain strong relationships with 3-5 supported teams, varying by size and complexity.

• Serve as the primary point of contact for technical inquiries and strategic technology planning.

• 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.

• Develop technical user guides, training materials, and knowledge base content.

• Develop and deliver initial training sessions for supported teams on new applications or enhancements.

• Identify and present cross-selling opportunities to our customers when available, in partnership with our account sales teams.

Technical Expertise/System Configuration/Troubleshooting

• Comprehend the expected functionality and user interface of the device and data for end-users.

• Collaborate in testing new software releases to identify bugs and confirm new functionality operates as intended.

• Proficient in the hardware and software platforms available to supported teams.

• Identify appropriate technical solutions to business problems and function as the technology expert in the room.

• Understand 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.

• Manage configuration change requests, testing, and implementation.

Project Management/Special Projects

• Lead and engage in projects with supported retail teams and IT for new application rollouts, pilot programs, and other special projects, as required.

• Lead projects and processes through effective communication, organization, project management abilities while independently making informed decisions to advance the project within strict deadlines.

Leadership

• Collaborates with supervisor/manager to train new hires, mentor current associates, and serve as backup during their absence.

• Assists in overseeing ongoing projects to ensure timely achievement of all milestones.

Supervisory Responsibilities:

Direct Reports

- This position does not have supervisory responsibilities for direct reports.

Indirect Reports

- This position does not have any indirect report responsibilities.

Travel and/or Driving Requirements:

- Travel and/or driving is not an essential duty or function of this job (Fully Remote).

Minimum Qualifications:

Education Level

Bachelor's Degree or equivalent experience

Field of Study/Area of Experience

• 3-5 years of experience in a Technical Account Manager role.

• 3+ year of experience in CRM (Customer Relationship Management Software) or database maintenance.

• 3+ years of CPG (Consumer Package Goods) industry experience preferred.

• Excellent problem-solving, organizational, and analytical skills.

• Exceptional communication and presentation skills, with the ability to articulate complex concepts to a variety of audiences.

• Proven ability to lead cross-functional teams and to influence without formal authority.

• Self-motivated, proactive, and able to handle multiple tasks and projects simultaneously.

• Passion for technology and a customer-first mindset.

Skills, Knowledge and Abilities

• 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 but not limited to, proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web-browsers

• Skill in supervising to include delegating responsibility, training and evaluating performance