Ziosk

Technical Account Manager

Ziosk

full-time

Posted on:

Location Type: Office

Location: Plano • Texas • 🇺🇸 United States

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Job Level

SeniorLead

Tech Stack

ERP

About the role

  • Assist the Client Director in ensuring the success of this customer.
  • Establish and maintain relationships with Operations, Marketing, IT, and other teams of assigned customers with a predictable cadence of meetings and communication.
  • Incorporate understanding of involved technologies, network, and tools to act as the primary point of contact for issue escalations for assigned accounts.
  • Manage the UAT process to gain timely approval of content and feature/functionality changes to the Ziosk software stack.
  • This role requires regular hands-on work in a technical lab environment where changes are tested, validated and approved for release.
  • Review daily, weekly, and monthly deployed products and features to ensure all are fully functioning.
  • Experience presenting to senior level executives.
  • Author training materials on behalf of, or with the customer for their internal training needs.
  • Author presentations and customer-facing discussions and presentations as required.
  • Monitor Key Performance Indicators with customers regarding platform capabilities and review routinely with the customer.
  • Regular review of customer environment health reports and support issues, be tenacious in identifying and resolving issues.
  • Create and maintain customer status reports, to provide the customer with a view into the health of the environment, challenges, and development needs.
  • Travel to customer sites as needed to support deployment, implementation, and training both in-restaurant and other as needed.

Requirements

  • Experience implementing an ERP, HCM, POS, or other system-level infrastructure systems.
  • 7+ years working as an account manager, technical account manager, project manager or CSM.
  • Experience with Atlassian suite (Jira, Confluence), NetSuite, Salesforce, Power BI is a plus.
  • Familiarity with computer science, networking, engineering, or service industry terminology.
  • Strong written and verbal communication skills and ability to hold audience-appropriate conversations, create effective presentations and document training materials or other customer support documents.
  • Experience creating and maintaining customer/executive level status reports.
  • Strong interpersonal relationship building skills.
  • On call may be required for customer/incident escalations.
  • Experience in the restaurant or hospitality industries is a plus and must be comfortable being hands-on in customer sites.
  • Ongoing travel is required, so as to meet the needs of the customers.
  • Bachelor’s degree and equivalent work experience.
Benefits
  • Competitive benefits and compensation

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
ERP implementationHCM implementationPOS systemstechnical account managementproject managementcustomer success managementPower BINetSuiteSalesforceAtlassian suite
Soft skills
written communicationverbal communicationpresentation skillsinterpersonal relationship buildingproblem-solvingcustomer supporttraining material developmentaudience engagementstatus reportingtenacity