Summary
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.
Responsibilities
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.
Essential Job Duties and Responsibilities
Job Duty
TRUSTED ADVISOR
- Partners and consults with supported teams on implementing new functionality and best practices for technology
- Acts as the single point of contact for issue escalation, resolution and application/reporting related requests for field management and client services
- Seeks opportunities for operational efficiency and effectiveness by collaborating with IT and the business on current and future business needs
- Participates and presents in client/team meetings as needed on behalf of the Technology team
- Develops and provides initial training to supported teams for new applications or enhancements
- Builds strong relationships with supported teams and is ingrained in the business by attending store calls, participating in team meetings/calls, initiating regular communication and being well versed in team goals and objectives.
SYSTEM CONFIGURATION/TROUBLESHOOTING
- Must understand how the device and data should function and appear to the end user
- Able to efficiently troubleshoot reported issues (at the field management level) in all supported technology applications.
- Oversees the hierarchy structure and maintenance of assigned teams’ database within reporting and all applications
- Update and configure team settings as needed to change how data is collected in the field
- Participate in new software release testing to identify bugs and validate new functionality is working as expected
PROJECT MANAGEMENT/SPECIAL PROJECTS
- Leads and participates in projects for supported retail teams and IT for new application roll outs, pilot programs and other special projects as needed
- Drives projects and processes forward by leveraging strong communication, organizational and project management skills
- Able to successfully lead a cross functional group towards a common goal
TECHNICAL EXPERTISE
- Deep knowledge of hardware and software platforms available to supported teams.
- Understand functionality including Touch, WIM, RPM, AIM, WorkWith, DocLocker, 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 iPad, how data is collected in store and how the results roll up into reporting
LEADERSHIP
- Works with supervisor training new hires mentoring current associates and as backup when they are on vacation or unavailable
- Helps oversee ongoing projects to ensure all milestones are met 40%
Supervisory Responsibilities
Direct Reports
- This position does not have supervisory responsibilities for direct reports
Indirect Reports
- May delegate work of others and provide guidance, direction and mentoring to indirect reports
Travel and/or Driving Requirements
- Travel is an essential duty and function of this job. Driving is not an essential duty or function of this job.
- Travel up to 25%
Minimum Qualifications The following are the minimum job-related qualifications which an individual needs in order to successfully perform the essential duties and responsibilities of the job
Education Level: (Required) Bachelor's Degree or equivalent experience
Field of Study/Area of Experience:
- 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
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 proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web-browsers
- Skill in supervising to include delegating responsibility, training and evaluating performance
Environmental & Physical Requirements
Office / Sedentary Requirements
Incumbent must be able to perform the essential functions of the job. Work is performed primarily in an office environment. Typically requires the ability to sit for extended periods of time (66%+ each day), ability to hear the telephone, ability to enter data on a computer and may also require the ability to lift up to 10 pounds.
Additional Information Regarding The Company Job Duties and Job Descriptions
Job duties include additional responsibilities as assigned by one’s supervisor or other manager related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law. The Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.
Any estimate, schedule, or guideline provided to associates in this job description or elsewhere in connection with their jobs is only intended to help describe job duties and for planning purposes. Regardless of any such estimate, schedule, or guideline, associates must always record all time worked for our company (which includes but is not limited to on-site work time in an assigned store, office, or other work location; required waiting time; administrative time; and work-related travel time).
Important Information
The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of associates so classified.
The Company is committed to providing equal opportunity in all employment practices without regard to age, race, color, national origin, sex, sexual orientation, religion, physical or mental disability, or any other category protected by law. As part of this commitment, the Company shall provide reasonable accommodations of known disabilities to enable an applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.
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