Technical Account Manager - Supplier collaboration team
At a glance
Mid-level Account Management role at Tecsa. London.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Support post-sale customers with business, technical and product guidance to keep satisfaction high
- Answer product questions, troubleshoot technical issues, and teach clients how platform features support growth
- Track account usage and performance, then run tactical reviews and quarterly business reviews with client teams
- Coordinate dataset ingestion, platform testing, defect tracking, and communications for updates and fixes
- Create usage reporting, scorecards, training collateral, and application integrations for major clients
What you bring
- At least two years managing SaaS platforms through updates, testing, communications, and bug management
- A strong grasp of SaaS technology and the different methods used to deliver data to users
- Clear, substantial experience testing products and software defects
Who this fits
You’ll suit a hands-on technical account role where you become the platform’s primary expert and support clients, teams, and the wider business. The role is based onsite in London and involves close work with sales, insight, product, support, retailer partners, suppliers, and client teams.
From the employer
The Role
We require a Technical Account Manager to help support the Supplier & Retail collaboration team to lead on managing the running, development & adoption of our flagship platform.
This role will lean into all elements of the product life cycle, This includes, but is not limited to:
- Feeding into product development
- Proposition Creation
- Testing
- Reporting
- Collateral creation
- Adoption of tool with client base
The expectation is that the incumbent of this role is the become a SUPER super user of the platform and be the first point of technical support for the team, clients and the business.
Key Responsibilities:
- Provide business, technical, and product knowledge in support of post sales activities in order to ensure customer satisfaction
- Address product related questions and technical challenges
- Educate clients on how existing and new product features and functionality work, and how it can contribute to their business growth
- Monitor accounts to ensure usage of Turn product stack and optimal performance
- Frequently conduct and coordinate tactical operations reviews with client teams
- Act as the conduit to support organisation so as to ensure client escalations are resolved in due time
- Accurately replicate, identify, report, and document software defects with appropriate tracking system
- Feed into the process of new dataset ingestion from our major retailer partners, including minimum requirements gathering, creation and end delivery of solution.
- Create and distribute comms of our major platform updates, speaking to the benefits of the changes.
- Lead on platform testing post changes, updates and bug fixes.
- Perform quarterly Business reviews and assist in product trainings needed
- Collateral creation for Tecsa’s OneViu platform to help train users.
- Provide usage reporting and work with Insight Manager team to provide information to our biggest suppliers.
- Create and manage usage scorecards for our biggest clients
- Integrate customer internal applications and systems with, employing various methods such as Server to Server, Pixel based API or other internal facilities.
Requirements
- 2+ years’ experience managing SaaS platforms, including update rollout, testing, comms creation and bug management. Ownership/creation of processes in this space are a bonus.
- Solid technical understanding of tech/SaaS platforms and the various ways to serve data out to users.
- Significant evidence of product and bug testing
Benefits
- Competitive salary
- 25 days holiday (in addition to 8 bank holidays)
- Company contributory pension scheme
- Joining a supportive, empowered culture & a team with outstanding capability and experience
- A dynamic environment in which you can personally learn, develop and make an impact
- Opportunity to shape a growing and market leading technology business business
Why join us
- Strong support from experienced sales, insight, and product teams
- A collaborative, high-performing culture
- The chance to shape and grow a scaling tech and insights business
- Direct exposure to a major grocery retailer and leading CPG brands
- A dynamic environment where you can learn, contribute, and make an impact
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