Technical Account Manager

Job Description:

The Technical Account Manager (TAM) resolves moderate to complex support issues of an assigned group of corporate customers by acting as a technical resource, project manager, and overall customer advocate. They collaborate with other Heartland groups to assist the customer in their use, support, and implementation of Heartland. In addition, a successful TAM must possess a high degree of inherent problem solving, troubleshooting, and customer service skills. A key skill of this position is to produce high quality detailed work with consistent output and follow through, requiring patience and a willingness to handle a high degree of complexity.

Job Details:

• Establishes and maintains good working relationships with school district food service personnel, school district IT representatives and technical consultants, internal first level personnel, peers, internal software developers, internal quality assurance personnel, and internal sales personnel.
• Builds and maintains strong working relationships with customers while monitoring and managing customer technical issues & support escalations effectively to ensure timely resolution of customer issues.
• Responds to challenges in a creative, objective, and practical manner and meet each situation as an opportunity for success.
• Work as part of a team with the ability to collaborate effectively with colleagues.
• Provides weekly, monthly, quarterly and yearly reports for each assigned district, based on chosen service level.
• Maintains hyper focus on customer satisfaction and notifies upper-level management of any challenges that could jeopardize the relationship with the customer.
• Maintains contact list for appropriate personnel in each assigned district.
• Provides management level service overseeing partnership with client and builds strong rapport with decision makers.
• Creates loyal clients via business partnerships.
• Provides clients with proactive, strategic, and technical guidance.
• Connects clients' business goals to the company’s solutions.
• Collaborates with at-risk clients to build retention strategy.
• Ensures execution of current and future business outcomes to accelerate ROI.
• Promotes Customer success.

Position Requirements:

• Able to work patiently with end-users of both a technical and non-technical background.
• Strong communications skills, both verbal and written.
• Manages service level agreements, ensuring all parties are compliant.
• Tracks purchased service time, based on client selection.
• Must communicate effectively and establish customer rapport quickly while complying with established support processes and procedures.
• Must employ clear, concise and grammatically correct verbal and written communication skills, as well apply professional customer service skills during all interactions with customers.
• Must demonstrate professional phone etiquette.
• Respond to customer concerns, complaints, or inquiries in a timely, professional, and responsive manner.
• Must be able to handle spirited customer conversations and diffuse conflict using appropriate communication skills and conflict resolution techniques.
• Strong understanding of Project Management methodologies with the ability to manage projects within a structured manner.
• Strong team player and solution oriented.
• Quick learner, self-starter, with the ability to support multiple POS applications.
• Must be able to communicate and collaborate effectively with all organizational levels.
• Maintain metrics (versions, builds, software, etc.).
• Ability to negotiate alternatives, know when to escalate a problem, or when to ask for assistance in dealing with the various problems reported.
• Must have a valid driver’s license.
• Ability to travel throughout the local school district.

Skills:

• Advanced working knowledge of PC networking, including the fundamentals of Windows Authentication, Active Directory.
• Project management and organizational skills.
• Advanced analytical problem solving skills.
• Technically skilled in a variety of computer software and hardware.
• Ability to develop proficiency in the use of USDA regulated school food service software.
• Knowledge of SalesForce.com a plus.

Experience/Education:

• 5+ years’ experience in troubleshooting complex computer/applications/network related problems plus 2-4 years’ experience in installing and training on a POS system, preferably in the K-12 school foodservice market but any related market is acceptable.
• 2-4 years’ experience on customer technical support help desk preferred.
• Experience in the K-12 school foodservice market is highly desired.

Compensation commensurate with experience. We are an EOE F/M/D/V.

The US base salary for this full-time position is $70,000 + Benefits. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.