Technical Account Manager

Summary

Join RetailNext as a Technical Account Manager and deliver exceptional pre-sale support to potential customers. This customer-facing role involves building rapport, ensuring successful pilot programs and proof-of-concepts, and collaborating with internal teams. You will manage technical infrastructure development, handle information requests, and support the transition to deployment. Responsibilities include troubleshooting technical issues, training partners, and assisting with customer-specific configurations. The ideal candidate possesses strong technical knowledge, project management skills, and exceptional customer support abilities.

Requirements

• 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
• 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
• 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
• Expertise in RFIs/RFPs/RFQs and the ability to collaborate with internal teams to complete and respond to technical information requests
• 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

Responsibilities

• Pilot and Proof of Concepts: own the successful pilot process, manage customer relationships, and leverage internal resources and/or vendors
• FPA: Assist internal teams as needed; continue working on certain FPA deployments for strategic accounts, flagship accounts, etc
• Work with the Account Director to participate in calls requiring technical expertise to ensure successful pilots and proof of concepts
• Handle information requests and questionnaires (RFI/RFP/RFQ, GDPR compliance, etc.): collaborate 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 necessary (issues with finalized integrations)
• Collaborate with deployment teams to contribute to a detailed proposal and implementation plan, including project planning, scoping, and quantification
• Assist internal teams and Support Account Managers with any customer issues or technical questions
• Transition customer contacts to internal teams for deployment (Project Management, etc.) and ongoing support (Customer Support, etc.)
• Handle new customer requests, bug reporting, notify relevant internal stakeholders, follow up, and notify customers about resolutions
• Handle customer-specific configuration. Assist other internal teams as needed for customer-specific settings (privacy, AP video retention, etc.)
• Train partners and vendors as needed

Preferred Qualifications

• 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

Benefits

• 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
• Best Self Allowance: Annual stipend for personal growth
• Recharge Days: Monthly company-wide day off
• Career Growth: We invest in you