Serve as a super-user Technical Account Manager for a supplier and retail collaboration platform, supporting post-sales adoption, troubleshooting, testing, dataset ingestion, reporting, collateral, client training, and integration work to ensure customer satisfaction and optimal platform usage.
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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