Job description
Job Summary:
The Technical Account Manager is a customer facing position with a focus on delivering exceptional support during the pre-sale phase to potential customers.
A key function of this role is to establish and maintain rapport with potential customers in supporting our sales team to ensure a successful sale.
Responsibilities:
Pilots and Proof of Concepts: ownership ensuring a successful pilot process, ownership of relationship with the customer, leveraging internal resources and/or vendors. A PoC can be for a new customer or for an existing customer that is testing a new functionality or integration
FPA: Assisting the internal teams as required. TAMs will keep on working on certain FPA deployments when required, like those for strategic accounts, flagship, etc.
Working with the AD to attend any calls that require technical expertise to ensure success of pilots and proof of concepts
Information requests and questionnaires (RFI/RFP/RFQ, GDPR compliance, etc.: work with all internal teams to complete requests for proposals
Work with clients to ensure all technical infrastructure is developed (Connectivity, API, File Transfers for POS, WFM, etc.)
Support the transition to the deployment process
Integration Support: connect clients with the internal Level 2 support team when required (issues with finalised integrations)
Work with deployment teams to contribute to a detailed proposal and implementation plan with project planning, scoping, and quantification
Assisting internal teams and the Support Account Managers with any issues or technical questions arising from customers
Transition customer contacts to internal teams for deployment (Project Management, etc.) and on-going support (Customer Support, etc.)
New customer requests, bugs reporting and notifying the relevant internal stakeholders. Follow up and notify customers about the resolution.
Customer specific configuration. Assist other internal teams when required for customer specific settings, like those related to privacy, AP video retention, etc.
Train partners and vendors as required
Required Skills:
Technical Knowledge:
Proficiency with API integrations, file transfers, and cloud infrastructure.
Experience with technologies like POS systems, Workforce Management (WFM), and related systems.
Solid understanding of GDPR compliance and other relevant regulations.
Project Management:
Experience with project planning, scoping, and quantification for pilots and proof-of-concept projects.
Strong organizational skills to manage multiple customers, pilots, and integrations simultaneously.
Customer Support & Troubleshooting:
Experience working with Level 2 support teams to resolve technical issues during integrations or deployment.
Ability to transition customer queries and issues to appropriate internal teams.
Pre-Sales and Proposal Management:
- Expertise in RFIs/RFPs/RFQs and the ability to collaborate with internal teams to complete and respond to technical information request
Talents:
Ability to build and maintain strong relationships with customers, ensuring their needs are met while aligning with the business goals.
Deep understanding of technical infrastructure, integrations, and troubleshooting to assist customers and internal teams effectively.
Strong analytical skills to identify, troubleshoot, and resolve technical challenges and customer issues in a timely manner.
Ability to work cross-functionally with internal teams such as sales, deployment, support, and product management to achieve company goals and meet customer needs.
Flexibility to navigate through dynamic customer requirements, changing priorities, and evolving technical environments.
Taking the initiative in ensuring the success of pilots and proof-of-concept projects, actively driving their success and overseeing their execution.
Ability to train and guide internal teams, partners, and vendors, ensuring they are well-equipped to handle specific customer needs and solutions.
Ability to convey complex technical concepts to both technical and non-technical stakeholders clearly and concisely.
Desired Attributes:
Experience in Technical Account Management or similar roles in a SaaS or tech environment.
Bachelor’s degree in Computer Science, Engineering, Information Technology, or related field (or equivalent experience).
Customer-first attitude with a drive to ensure a seamless customer experience throughout the pre-sale and post-sale phases.
Why RetailNext?
We revolutionize retail with data-driven insights using IoT and cloud analytics. Operating in 100+ countries, we help retailers optimize shopper experiences.
Founded: 2007 | Employees: 240+ across 15+ countries
Funding: Crunchbase
Learn More: Why RetailNext? | What We Do
What’s It Like to Work Here?
Remote-First Hybrid: Work anywhere + office access.
90-Day Work Anywhere: Work from anywhere for 90 days yearly.
Autonomy & Growth: Flexible schedules, ownership, career investment.
Customer Obsessed: Everything we do is for our clients.
Perks & Benefits
Best Self Allowance: Annual stipend for personal growth.
Recharge Days: Monthly company-wide day off.
Career Growth: We invest in you.
