Technical Account Manager - Supplier collaboration team

Tecsa Group; Greater London; Hybrid; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Competitive salary

25 days holiday

Company contributory pension scheme

Job summary

Tecsa Group is seeking a Technical Account Manager to lead post-sales activities for our flagship platform within the Supplier & Retail collaboration team in Greater London. You will act as the first line of technical support for clients, help drive product adoption, and feed into product development and testing.

You will educate clients on new features, monitor usage, coordinate reviews with client teams, and document defects while coordinating with internal stakeholders to ensure high-quality

Qualifications

• 2+ years’ experience managing SaaS platforms and update rollout
• Solid technical understanding of tech/SaaS platforms and data delivery
• Significant evidence of product and bug testing

Responsibilities

• Provide business, technical, and product knowledge in support of post sales activities to ensure customer satisfaction
• Address product related questions and technical challenges
• Educate clients on how features work and how they contribute to business growth
• Monitor accounts to ensure usage of Turn product stack and optimal performance
• Coordinate tactical operations reviews with client teams
• Serve as conduit to support organization to resolve client escalations
• Document software defects with tracking system
• Lead on platform testing post changes and bug fixes
• Perform quarterly business reviews and assist in product trainings

Skills

SaaS platforms

Product knowledge

Bug testing

Technical support

Tools

API integration

Job description

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.

• 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

• 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