Technical Account Manager-Retention

The Active Network - Rochester, NY

Full-time - Mid Level

Remote - Rochester, NY

501-1,000 employees

About the position

The Technical Account Manager (TAM) for Retention at Heartland School Solutions, a Global Payments Company, is responsible for resolving moderate to complex support issues for corporate customers. This role acts as a technical resource and project manager, advocating for customers while collaborating with various internal teams to ensure effective use and support of Heartland's solutions. The TAM focuses on building strong relationships with clients, monitoring technical issues, and providing strategic guidance to enhance customer satisfaction and retention.

Responsibilities

• Establish and maintain good working relationships with school district food service personnel and IT representatives.
• Build and maintain strong working relationships with customers while managing technical issues and support escalations.
• Respond to challenges creatively and practically, viewing each situation as an opportunity for success.
• Collaborate effectively with colleagues as part of a team.
• Provide regular reports for each assigned district based on chosen service level.
• Maintain a hyper focus on customer satisfaction and notify management of any challenges that could jeopardize customer relationships.
• Maintain a contact list for appropriate personnel in each assigned district.
• Provide management-level service and build rapport with decision makers.
• Create loyal clients through business partnerships and provide proactive, strategic, and technical guidance.
• Connect clients' business goals to the company's solutions and collaborate with at-risk clients to build retention strategies.
• Ensure execution of current and future business outcomes to accelerate ROI and promote customer success.

Requirements

• Strong communication skills, both verbal and written.
• Ability to manage service level agreements and ensure compliance.
• Experience in troubleshooting complex computer/applications/network related problems.
• 5+ years' experience in technical support and 2-4 years' experience in installing and training on a POS system.
• Strong understanding of project management methodologies.
• Ability to handle spirited customer conversations and diffuse conflict effectively.
• Advanced working knowledge of PC networking, including Windows Authentication and Active Directory.
• Ability to develop proficiency in USDA regulated school food service software.

Nice-to-haves

• Knowledge of SalesForce.com is a plus.

Benefits

• Competitive wages
• Excellent benefits package