[Hiring] Sr Technical Account Manager @SAS Retail Services

Role Description

The Senior Technical Account Manager is a pivotal role within our organization, serving as the primary bridge between our retail teams, clients, and engineering departments. This position requires a comprehensive understanding of all Advantage technology systems and resources within the Technology Division. Serving as a trusted advisor and strategic partner to the business, the Senior Technical Account Manager bridges the gap between supported teams (typically 3-5 teams, varying by size and complexity) and the broader Technology team. As part of a team in a fast-paced environment, this position requires the ability to work autonomously and independently make informed decisions while adhering to strict deadlines. This incumbent has in-depth knowledge of products and solutions for each customer’s unique technical environment. The Senior Technical Account Manager is an advocate that proactively engages the appropriate resources, leverages specialized expertise, and drives technical direction to resolve product issues and critical incidents with minimal disruption to the business. Exceptional communication and presentation skills are essential for success in this role. The Senior Technical Account Manager takes on a leadership role, supporting teams through training, mentoring, tool development, and project management.

Responsibilities

• Client Relationship Management
  • Cultivate and maintain strong relationships with 3-5 supported teams, varying by size and complexity.
  • Serve as the primary point of contact for technical inquiries and strategic technology planning.
  • Act as an advisor and strategic partner to the business and clients.
  • Proactively engage with clients to understand their evolving needs and challenges.
  • Serve as the primary point of contact for escalating and resolving issues, as well as handling application and reporting requests for field management and client services.
  • Collaborate with IT and business teams to identify opportunities for operational efficiency and effectiveness, aligning technology solutions with current and future business needs.
  • Participate in client and team meetings, representing the Technology team as required.
  • Develop technical user guides, training materials, and knowledge base content.
  • Develop and deliver initial training sessions for supported teams on new applications or enhancements.
  • Establish strong relationships with supported teams, actively engage with the business by attending store calls, participate in meetings/calls, maintain regular communication, and understand team goals and objectives.
  • Explore opportunities to integrate other technologies or tools for our retail customers in partnership with our account sales teams.
  • Identify and present cross-selling opportunities to our customers when available, in partnership with our account sales teams.
• Technical Expertise/System Configuration/Troubleshooting
  • Comprehend the expected functionality and user interface of the device and data for end-users.
  • Effectively troubleshoot reported issues (at the field management level) across all supported technology applications.
  • Supervise the hierarchy structure and upkeep of assigned teams' database within reporting and all applications.
  • Modify and configure team settings as necessary to alter data collection methods in the field.
  • Collaborate in testing new software releases to identify bugs and confirm new functionality operates as intended.
  • Proficient in the hardware and software platforms available to supported teams.
  • Establish and enforce configuration management policies and processes to ensure system integrity.
  • Understand limited Commercial Products functionality and reporting.
  • Identify appropriate technical solutions to business problems and function as the technology expert in the room.
  • Understand the process and flow of various software platforms and how they interact from loading activities into the handheld computer, how data is collected in-store, and how the results roll up into reporting.
  • Proactively analyze data/reporting to identify opportunities for better business practice.
  • Manage configuration change requests, testing, and implementation.
• Project Management/Special Projects
  • Lead and engage in projects with supported retail teams and IT for new application rollouts, pilot programs, and other special projects, as required.
  • Lead projects and processes through effective communication, organization, project management abilities while independently making informed decisions to advance the project within strict deadlines.
  • Capable of effectively leading cross-functional groups toward a shared objective.
• Leadership
  • Provide performance reports and recommendations to Company leadership.
  • Collaborate with supervisor/manager to train new hires, mentor current associates, and serve as backup during their absence.
  • Assist in overseeing ongoing projects to ensure timely achievement of all milestones.
  • Develop or refine processes and procedures for a more efficient Commercial Products department.

Qualifications

• Bachelor's Degree or equivalent experience.
• 3-5 years of experience in a Technical Account Manager role.
• 3+ years of experience in CRM (Customer Relationship Management Software) or database maintenance.
• 3+ years of CPG (Consumer Package Goods) industry experience preferred.
• Excellent problem-solving, organizational, and analytical skills.
• Exceptional communication and presentation skills, with the ability to articulate complex concepts to a variety of audiences.
• Proven ability to lead cross-functional teams and to influence without formal authority.
• Self-motivated, proactive, and able to handle multiple tasks and projects simultaneously.
• Passion for technology and a customer-first mindset.

Requirements

• Strong prioritization skills.
• Well-organized, detail-oriented, and able to handle a fast-paced work environment.
• Ability to work independently and prioritize duties with minimal supervision, in order to meet deadlines.
• Strong written communication and verbal communication skills.
• Ability to work effectively with management.
• Team building skills.
• Decision making skills.
• Ability to exercise sound judgment.
• Strong computer skills, including but not limited to, proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web-browsers.
• Skill in supervising to include delegating responsibility, training and evaluating performance.

Benefits

• Travel up to 25%.

Environmental & Physical Requirements

Incumbent must be able to perform the essential functions of the job. Work is performed primarily in an office environment. Typically requires the ability to sit for extended periods of time (66%+ each day), ability to hear the telephone, ability to enter data on a computer and may also require the ability to lift up to 10 pounds.