Technical Account Manager - Remote Ohio,USA



IT, Sales & Business Development
Cincinnati, OH, USA
Posted on Monday, June 12, 2023

The Technical Account Manager is a highly cross-functional role; you'll work closely with Fulfil’s merchants to uncover their business needs and then guide them on the best ways to use Fulfil to solve them.

To help our merchants achieve their outcomes, TAMs need to have a strong understanding of the Domain and the Product. To do so effectively, and especially to help overcome challenges, Communication and Customer Management are key. These are the four pillars that make up the core competencies of technical account management.

Internally, you’ll work closely across Fulfil’s implementation, product, and support teams ensuring your coordinating to have the entire organization drive towards the customer's strategic outcomes. You will serve as the trusted point of contact for a set of accounts, starting at the point of sale and through their entire journey with Fulfil. Part project manager, consultant, product expert, and account manager, you will be continually focused on helping our merchants build efficient businesses at scale.

What You’ll Do:

  • Be the face of Fulfil to our merchants, owning a set of accounts that you will be responsible for increasing product utilization on
  • Develop executive level presentations that distill complex ERP concepts into easy to digestible content that can be communicated across the enterprise through Quarterly or Semi-Annual Business Reviews
  • Empathize with every aspect of the merchant experience, putting their needs first while appropriately setting expectations in all situations (i.e. adoption of a module, seasonal planning, escalations, beta feature adoption etc)
  • Guide and coach merchants along with Fulfil’s Customer Support team to ensure a delightful end user experience
  • Work closely with the implementation team to ensure a seamless transition for new merchants as they go live on Fulfil through their fine tuning period
  • Drive long term product utilization and economic ROI on Fulfil
  • Project management across stakeholders (i.e. merchants, product, sales, implementation and support etc) to own and ensure accuracy of customer facing product management priorities and commitments
  • Coach merchants to be product experts and train their teams on Fulfil best practices so they become increasingly self-sufficient
  • Maintain high levels of customer engagement and satisfaction with a focus on customer dedication, partnership and loyalty

We’re Looking for Someone With:

  • 3+ years of experience managing multiple competing projects simultaneously from start to finish, with strong prioritization skills
  • Relevant work experience in a customer-facing customer success or account management position; ideally enterprise B2B SaaS sales (5-6 Figure Contracts)
  • A proactive mindset capable of creating a long-term vision, with a monthly/weekly plan and shipping velocity in days
  • Ability to communicate in a clear, concise, and professional manner (written and verbal)
  • Domain knowledge with hands-on familiarity with ERP, WMS, or other relevant tools (inventory management, planning, procurement, shipping, etc.)
  • Previous experience in a customer facing implementation, or project management role at a product company. SaaS experience preferred
  • Ability to navigate and influence complex inter/intra-departmental decision making processes in order to drive change
  • The ability to diagnose and solve complex problems on the fly using critical thinking and persuasion
  • Experience in using Salesforce
  • The ability to Travel to customer sites in North America 20% with limited notice

Nice to Haves:

  • Knowledge of support methodology and processes, and experience using Zendesk
  • Experience with e-commerce technologies like Amazon or Shopify Plus or other supply chain SaaS
  • A sense of adventure and an entrepreneurial spirit
  • Coding ability or other technical experience e.g. SQL