TAM DIRECTOR (TECHNICAL ACCOUNT MANAGER)

Company: Advantage Solutions
Location: Chicago
Posted on: November 12, 2024

Job Description:

TAM Director (Technical Account Manager)

Job Locations

US-IL-Chicago

Primary Posting Location : City

Chicago

Primary Posting Location : State/Province

IL

Primary Posting Location : Postal Code

60601

Primary Posting Location : Country

US

Requisition ID

2024-434208

Position Type

Full Time

Category

Professional: (IT, Finance, Legal, HR, Talent Acquisition, Administrative, Customer Service)

Minimum

USD $134,000.00/Yr.

Maximum

USD $174,000.00/Yr.

Summary

Position Summary The Director of Technical Account Management leads a team of technical account managers, setting vision and strategy for delivering exceptional client success through technical expertise and proactive customer engagement. This role will manage key accounts directly while overseeing the team of who acts as trusted advisors for retail clients, ensuring the alignment of technical solutions with client business objectives. The Director servers as the primary point of contract for escalated technical issues, fostering strong client relationships and ensuring that solutions are strategic, realistic and meet the retail client's needs. The Director will collaborate closely with internal product team, engineering team, and customer support to ensure seamless service delivery. The Director will ensure best practices are following for issues resolution, product adoption, and over retail client satisfaction. Essential Job Duties and Responsibilities Job Duty % Team leadership and Development * Lead and develop the technical account management team. Fostering a culture of customer centricity and continuous improvement * Set clear goals and performance metrics for the team, ensuring alignment with overall company objectives. * Provide coaching and professional development opportunities * Own the account review process, ensuring regular check ins with retail client teams are being assess satisfaction, address concerns, and adjust as needed Customer Success Strategy: * Develop and implement customer success strategies to increase user product adoption, customer satification and retention. * Lead initiatives that align technical solutions with retail client business objectives, driving long term client success. * Collaborate with internal teams (Product team, engineering, and sales) to ensure seamless communication and delivery of solutions to clients. * Work with Product and Sales teams to contribute to revenue growth strategies through technical insights and customer feedback.

Technical Expertise and solutions * Provide technical consultation and guidance to clients, ensuring they are leveraging the full value of the company's products and services. * Oversee and identification and resolutions of technical challenges that retail clients face, ensuring that issues are addressed quickly and efficiently. Data Driven Insights: * Leverage data and analytics to assess the performance of accounts and TAM's identifying trends, opportunities, and areas for improvements. * Develop a reporting mechanism to provide transparency into account health, customer satisfaction, and the success of technical solutions. * Use retail client feedback to inform product development, feature enhancement and service improvements. %60 %20 %20 100% Supervisory Responsibilities Direct Reports - Hires, retains, trains, coaches, guides, directs, and develops direct reports using company-wide processes, tools and resources Indirect Reports - May delegate work of others and provide guidance, direction and mentoring to indirect reports Travel and/or Driving Requirements - Travel and Driving are not essential duties or functions of this job Choose an item. 20% Minimum Qualifications Minimum Qualifications The following are the minimum job-related qualifications which an individual needs in order to successfully perform the essential duties and responsibilities of the job Education Level: (Required): Bachelor's Degree or equivalent experience Field of Study/Area of Experience:

• 8+ years of experience in technical account management, customer success, or a similar technical client facing role, with at least 5 years in leadership/management capacity.
• Strong technical knowledge across relevant technologies, systems, or platforms, with the ability to translate complex technical concepts into business solutions.
• Excellent communication, problem-solving, and interpersonal skills, with ability to engage and influence both internal and external stakeholders at all levels.
• Experience working cross functionally with sales product, and engineering teams to drive client success and retention.
• Data driven decision making skills, with the ability to analyze metrics and use insights to improve customer engagement and outcomes. Skills, Knowledge and Abilities Leadership and Team Development: Proven ability to lead, mentor, and develop high-performing teams with a focus on customer success and technical excellence. Technical Acumen: Deep understanding of complex technical systems, architectures, and platforms, with the ability to provide strategic technical guidance to both clients and internal teams. Client Relationship Management: Strong interpersonal and relationship-building skills, with a focus on trust, client satisfaction, and long-term partnership development. Problem-Solving and Critical Thinking: Ability to quickly identify technical issues, assess risks, and implement effective solutions while balancing business priorities and client needs. Communication Skills: Exceptional verbal and written communication skills, with the ability to clearly explain complex technical concepts to non-technical stakeholders. Strategic Thinking: Capable of developing and executing customer success strategies that align with broader business goals and drive client retention and growth. Cross-Functional Collaboration: Experience working collaboratively with product, engineering, and sales teams to ensure client objectives are met and to drive innovation and continuous improvement. Data Analysis and Reporting: Skilled in using data and metrics to assess account health, track performance, and make informed decisions to enhance customer engagement. Environmental & Physical Requirements Office / Sedentary Requirements Incumbent must be able to perform the essential functions of the job. Work is performed primarily in an office environment. Typically requires the ability to sit for extended periods of time (66%+ each day), ability to hear the telephone, ability to enter data on a computer and may also require the ability to lift up to 10 pounds. Additional Information Regarding ASM Job Duties and Job Descriptions Job duties include additional responsibilities as assigned by one's supervisor or other manager related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. Advantage Solutions reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law. Advantage Solutions shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law. Any estimate, schedule, or guideline provided to associates in this job description or elsewhere in connection with their jobs is only intended to help describe job duties and for planning purposes. Regardless of any such estimate, schedule, or guideline, associates must always record all time worked for our company (which includes but is not limited to on-site work time in an assigned store, office, or other work location; required waiting time; administrative time; and work-related travel time). Job Will Remain Open Until Filled Responsibilities
  
  The Company is one of North America's leading sales and marketing agencies specializing in outsourced sales, merchandising, category management and marketing services to manufacturers, suppliers and producers of food products and consumer packaged goods. The Company services a variety of trade channels including grocery, mass merchandise, specialty, convenience, drug, dollar, club, hardware, consumer electronics and home centers. We bridge the gap between manufacturers and retailers, providing consumers access to the best products available in the marketplace today. Position Summary Director of Technology is responsible for providing direction for the Technology department team(s). In this capacity, the Director of Technology oversees various component from team leadership and staff development, as well as, oversight of all projects and initiatives, short and long term strategic direction for specific competencies, vendor management and fostering stakeholder relationships within the department team(s). Job Duty
  • Design, program, and deliver web/local development projects (.NET, PHP, SQL, HTML, CSS, JS)
  • Support development of projects from inception through testing and final delivery
  • Identify, communicate, and overcome development problems and creative challenges related to complex web and application-based projects
  • Keep current with programming languages/platforms within the web development/web application, and desktop/mobile application space
  • Revise and troubleshoot development work as required
  • Heavily contribute to and actively follow technical documentation related to interactive development cycles
  • Produce, re-purpose creative assets using toolsets such as Adobe Photoshop/Illustrator
  • Interact with producers, associate creative directors, and other technical/creative team members
  • Maintain leading-edge knowledge in emerging technologies; participate in knowledge sharing and lessons-learned sessions from project experiences
  • Mentor and manage team members Supervisory Responsibilities Direct Reports
    - Hires, retains, trains, coaches, guides, directs, and develops direct reports using company-wide processes, tools and resources Indirect Reports
    - May delegate work of others and provide guidance, direction and mentoring to indirect reports Travel and/or Driving Requirements
    - Travel and Driving are not essential duties and function of this job Minimum Qualifications Minimum Qualifications The following are the minimum job-related qualifications which an individual needs in order to successfully perform the essential duties and responsibilities of the job Education Level: (Required): Bachelor's Degree or equivalent experience
    
    (Preferred): Business, Management Information Systems, Computer Science or related field - 8+ years of experience in information technology with cross-functional experience across major IT competencies-application development, infrastructure, mobile, etc.
    - 5+ years managing both department level resources and large project teams
    - Experience developing best practices in project management methodologies and guiding others to successfully execute project management of a full project lifecycle
    - Experience developing useful project metrics and applying those metrics
    - Experience managing multiple complex projects concurrently. Complex projects could be defined by the following factors - Size and duration of project
    - Multiple stakeholders
    - External data/system dependencies
    - Build and develop a high functioning team
    - Ability to successfully delegate responsibilities and tasks to others Skills, Knowledge and Abilities
    • Must have an interest in, knowledge of, and enthusiasm for the internet and web-related technologies
    • Highly motivated with excellent communication, time management, and teamwork skills
    • Strong ability to work within deadlines
    • Significant, demonstrated ability to develop and maintain complex solutions throughout the entire LAMP vertical (Linux, Apache, mySQL, PHP)
    • Experience in .NET (C#, SQL Server), PHP frameworks (Codelgniter), LESS/SASS and JS frameworks such as Angular.js
    • Highly experienced in programming within the frameworks of and customizing PHP/MySQL based content management systems (WordPress and Drupal)
    • Project experience in the following development methodologies:
    • Application design patterns
    • OOP/object-oriented development approach
    • Use of platform extensions, industry libraries
    • Industry-related knowledge of browser client development
    • HTML5, CSS3, JavaScript, Ajax, jQuery
    • iOS, android and hybrid mobile development architectures
    • Understanding of browser compatibility issues and platform characteristics
    • Ability to work with interactive requirements-providing external data through multiple means (XML, JavaScript, web services) and guidance on data usage Environmental & Physical Requirements Office / Sedentary Requirements Incumbent must be able to perform the essential functions of the job. Work is performed primarily in an office environment. Typically requires the ability to sit for extended periods of time (66%+ each day), ability to hear the telephone, ability to enter data on a computer and may also require the ability to lift up to 10 pounds. Additional Information Regarding The Company Job Duties and Job Descriptions Job duties include additional responsibilities as assigned by one's supervisor or other manager related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law. The Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law. Any estimate, schedule, or guideline provided to associates in this job description or elsewhere in connection with their jobs is only intended to help describe job duties and for planning purposes. Regardless of any such estimate, schedule, or guideline, associates must always record all time worked for our company (which includes but is not limited to on-site work time in an assigned store, office, or other work location; required waiting time; administrative time; and work-related travel time). Important Information
      
      The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of associates so classified. The Company is committed to providing equal opportunity in all employment practices without regard to age, race, color, national origin, sex, sexual orientation, religion, physical or mental disability, or any other category protected by law. As part of this commitment, the Company shall provide reasonable accommodations of known disabilities to enable an applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law. CONNECT TO YOUR CAREER
      
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