Technical Account Manager - in office

Job Description

Job Description

Technical Account Manager

BirchStreet is a leading, global provider of cloud-based Procure-to-Pay (P2P) solutions for the

hospitality industry with thousands of customers in over 78 countries connecting to over 200,000 suppliers. We are growing and we are looking forward to add several Technical Account Managers. This team is charged with managing the customer health post-implementation.

Overview :

As a Technical Account Manager at BirchStreet, you will be responsible for working directly with the Customer and the Customer Success Managers pre- and post-implementation to address recurring production issues or trends, provide technical guidance to customers, and best position process and system automation for long-term success.

This involves working internally and externally coordinating tasks, addressing concerns from the customers in partnership with internal BirchStreet leaders and ensure the successful resolution of requests.

This position will work on site at the Aimbridge Corporate Office in Dallas, TX. It is a 100% in the office position.

Responsibilities will include :

• Manage projects on behalf of the customer and in conjunction with BirchStreet Systems PM
• Previous project management experience preferred
• Support and Development Item Management (excluding Enhancement Requests)
• Escalate and prioritize non-enhancement break fix issues, Support Tickets, EDMs, CRs, INTs.
• Work directly with Premium support leadership to obtain status and resolution to outstanding issues.
• BSS Support Leadership will be providing an update on current open items and resolution as part of regular update to the customer.
• Enhancements
• Review and monitor Enhancements via Dashboard in coordination with BSS PM and Product Management.
• BSS product management will provide FRD's
• BSS Development team will provide release assignment for enhancements after FRD approval and payment, if applicable.
• Escalation Management and System Advocate.
• In the event of an escalation, TAM Resource should be the liaison between the customer and Corporate Team and BirchStreet's internal teams to provide an action plan.
• Encourage the correct use of the system and benefits of doing so based on data analysis.
• Training
• Identify post go-live training needs and coordinate with BSS training team to schedule trainers and dates.
• Training will be performed by the BSS Trainers.
• Provide deep product expertise to clients.
• Develop a deeper understanding of assigned clients' business practices and operating environment.
• Manage escalated Support requests.
• Liaise with engineering for escalated technical issues.
• Monitor Support request flow for assigned clients and aggregate common issues for broader resolution (e.g. training, product enhancements, etc).
• Make sure all deliverables arrive in good order, on time, and fulfil customers' requirements
• Keep track of key account metrics.
• Communicate the progress to both internal and external stakeholders.
• Take initiatives in identifying growth opportunities.
• Collaborate with our team to achieve sustainable growth

The following are the minimum qualifications for the Technical Account Manager position :

This position will be operating in US Hours (Central Time).