Technical Account Manager

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:

1. 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.

2. 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.

3. 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.

4. 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.