Brightpearl Life

Technical Account Manager

Bristol, UK
Come join an award-winning tech business in the heart of Bristol where we’re making the lives of retailers simpler by automating the back office.

Location: Bristol, UK

About the Role:

The primary role of the Technical Account Manager (TAM) is to help our customers achieve their business goals through using Brightpearl, thereby retaining and growing their business relationship with Brightpearl.

The Technical Account Manager (TAM) position is a critical role within the Customer Success Team, where our goal is to ensure the success of our customers. Brightpearl’s TAMs proactively drive the technical and business health of our customers through proactive account management, adoption review, issue management, coordinating solutions/priorities, understanding support health, identifying best business practices and managing all escalated customer issues which may occur.

This is a great opportunity for someone with a passion for customer success, and a previous background in supporting ERP / Accounting software / Inventory Management solutions and who wants to add more value through customer engagement in order to provide a superior customer experience. We have an incredibly talented team and a goal oriented and collaborative culture.

Your Day-to-Day:

  • Provide exceptional account management for all requests (business and technical) from assigned customer accounts
  • Successfully manage a book of business: taking on new clients following implementation, continually provide advice and guidance, respond to client questions in a timely manner, provide Brightpearl and retail best practices
  • Perform periodic business reviews to ensure clients are achieving their business goals
  • Proactively review a TAM dashboard to monitor
    • Open issues with appropriate escalation
    • NPS and CSAT
    • Support tickets
    • Risk
    • Account adoption and utilization
    • Customer health
    • Business Reviews
  • Identify upsell opportunities
  • Possess a deep understanding of the customers goals via success plans
  • Obtain and coordinate Brightpearl product roadmap and release schedule with customers, including new features.
  • Have a deep understanding of the Brightpearl product. Be a product expert
  • Contribute to feedback to Product/Engineering on product improvements to enhance customer engagement based upon their experiences
  • Work to set priorities and establish a technical health plan for open problems and resolve issues in a timely manner

About You:

  • Technical account management experience or supporting a similar product
  • Excellent organisational and project management skills
  • Previous experience being a product expert
  • Ability to exercise effective judgment, sensitivity, creativity to changing needs and situations
  • Strong written and verbal communication skills
  • Proven leaderships skills and problem solving skills
  • We are not sponsoring work visas at this time
Apply here

Ensuring a diverse and inclusive workplace where we collaborate and learn from each other is core to Brightpearl’s values. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a supportive place to work.