Technical Account Manager

The Active Network - New York, NY

Full-time - Mid Level

Remote - New York, NY

About the position

The Technical Account Manager (TAM) plays a crucial role in resolving moderate to complex support issues for corporate customers, acting as a technical resource, project manager, and customer advocate. This position requires strong problem-solving and customer service skills, as well as the ability to produce high-quality work consistently. The TAM collaborates with various internal teams and maintains strong relationships with customers to ensure satisfaction and timely resolution of issues.

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 service level agreements.
• Maintain a hyper focus on customer satisfaction and notify management of any potential relationship jeopardies.
• 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 handling customer concerns and inquiries in a professional manner.
• Strong understanding of project management methodologies.
• Ability to support multiple POS applications and communicate effectively across all organizational levels.
• Advanced working knowledge of PC networking, including Windows Authentication and Active Directory.
• Strong analytical problem-solving skills and technical proficiency in various software and hardware.

Nice-to-haves

• Knowledge of SalesForce.com is a plus.
• Experience in the K-12 school foodservice market is highly desired.

Benefits

• Competitive salary of $70,000 + Benefits.
• Equal employment opportunities without regard to race, color, creed, religion, sex, national origin, age, citizenship, disability, veteran status, or any other protected status.