Technical Account Manager - Supplier collaboration team

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