Technical Account Manager

Summary

Join our team as a Technical Account Manager (TAM) at Rootstock Software, where you will serve as a technical guide who develops and strengthens customer relationships by working to achieve faster issue resolution, reduce technical risk, and protect customer relationships.

Requirements

• Bachelor’s degree from an accredited college or university, preferably in Engineering, Computer Science, Information Technology, or related field
• 5+ years in technical support, IT consulting, system engineering, or similar role that requires problem-solving and technical engagement with products or services
• Advanced certifications related to ERP systems, Salesforce, and/or complex enterprise SaaS platforms
• Proven track record of working in customer-facing roles, demonstrating strong capabilities in managing customer relationships and understanding customer needs
• Experience managing cross-functional projects with a high attention to detail
• Excellent verbal and written communication skills, with the ability to convey complex technical details in a clear, understandable manner to both technical and non-technical stakeholders
• High level of customer service skills, including empathy, responsiveness, and a strong commitment to resolving customer issues
• Flexible and quick learner with the ability to juggle and complete multiple priorities and projects (internally and externally) in a fast-paced, ever-changing environment
• Strong analytical and diagnostic skills, with the ability to analyze technical challenges and derive actionable insights

Responsibilities

• Become an expert in Rootstock's Architecture
• Demonstrate competency in Rootstock products: ERP, Financials and Salesforce Platform
• Provide customers with a direct relationship with a senior technical resource, offer expert advice and resolution for complex technical issues, and ensure optimal performance and reliability of Rootstock solutions
• Effectively use sound business judgment and SME resources to solve customer problems
• Relay critical technical feedback from customers to the product development teams to aid in product enhancement and innovation
• Liaison between customer and internal teams (e.g., support, sales, product, engineering) to ensure client needs are communicated and addressed
• Collect customer business requirements, translate into functional requirements that can be shared with both PS and Product teams, and prepare technical documentation as needed
• Assist customers with low code solutioning, specification and discovery, and best practice guidance
• Provide Rootstock system administration services when requested
• Own and drive escalated issues and support cases, including technical input, advocacy, cross-departmental collaboration, and issue prioritization
• Proactively identify and mitigate potential technical problems and risks to overall customer health, ensuring continuous system reliability, preventing disruptions where possible, and working to resolve issues quickly when they arise
• Regularly analyze and review system performance to guarantee that customer deployments meet the required standards
• Build long term relationships with customers, including key stakeholders and executives, through technical acumen, proactive leadership and value delivery
• Take part in the scheduled account planning meetings with Account Manager (AM)
• Proactive in recommending enhancements to the customers and looking for new opportunities
• Work with management to improve the skills and standards of the Customer Success group
• Develop and deliver technical documentation, training sessions, and workshops to enhance both internal team and customer understanding and utilization of the Rootstock product

Preferred Qualifications

• Proven experience with ERP systems, specifically in manufacturing and/or supply chain sectors
• Proficient in Salesforce, including system administration, configuration and optimization
• Practical experience in manufacturing environments, understanding common workflows, processes, and challenges
• Familiarity or direct experience with accounting practices and principles relevant to manufacturing or enterprise resource planning
• Experience with enterprise software integrations, including familiarity with third-party integrations or middleware like: MuleSoft, Gearset or Dell Boomi

Benefits

• Rootstock's company-wide bonus program
• Non-traditional equity as part of the total compensation package