Technical Account Manager

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

Location: Austin, TX USA

About the Role

The primary role of the Technical Account Manager (TAM) is to be both a strategic and technical resource to your clientele. You will help our customers achieve their business goals through using Brightpearl, thereby retaining and growing their business relationship with Brightpearl.

The Technical Account Manager 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
    • CSAT
    • Support tickets
    • Risk
    • Account adoption and utilization
    • Customer health
    • Business Reviews Due
  • 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

  • College or university degree
  • 2+ years of technical account management experience or supporting a similar product;
  • Excellent organizational and project management skills
  • Previous experience being a product expert
  • Ability to exercise effective judgment, sensitivity, creativity to changing needs and situations
  • Proven leaderships skills and problem solving skills
  • Strong written and verbal communication skills
  • Must be in Austin or willing to relocate
  • We are not sponsoring visas at this time

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.