Note: The job is a remote job and is open to candidates in USA. Advantage Solutions is one of North America’s leading sales and marketing agencies specializing in outsourced sales and marketing services. The Senior Technical Account Manager serves as a primary bridge between retail teams, clients, and engineering departments, ensuring effective communication and support for technical inquiries and strategic technology planning.
Responsibilities
- Own and manage high volume of incoming requests and tasks end-to-end
- Maintain deep understanding of: Business operations, Systems/tools (e.g., reporting, invoicing, scheduling platforms)
- Provide guidance, training, and documentation for business teams on tools and processes
- Participate in and support new initiatives (e.g., system rollouts, feature adoption)
- Identify trends and proactively implement solutions (e.g., recurring issues → training, documentation, communications)
- Ensure follow-through and accountability across cross-functional partners
- Cultivate and maintain strong relationships with 3-5 supported teams, varying by size and complexity
- Serve as the primary point of contact for technical inquiries and strategic technology planning
- Acts as an advisor and strategic partner to the business and clients
- Proactively engages with clients to understand their evolving needs and challenges
- Serve as the primary point of contact for escalating and resolving issues, as well as handling application and reporting requests for field management and client services
- Collaborate with IT and business teams to identify opportunities for operational efficiency and effectiveness, aligning technology solutions with current and future business needs
- Participate in client and team meetings, representing the Technology team as required
- Develop technical user guides, training materials, and knowledge base content
- Develop and deliver initial training sessions for supported teams on new applications or enhancements
- Establish strong relationships with supported teams, actively engage with the business by attending store calls, participate in meetings/calls, maintain regular communication, and understand team goals and objectives
- Explores opportunities to integrate other technologies or tools for our retail customers in partnership with our account sales teams
- Identify and present cross-selling opportunities to our customers when available, in partnership with our account sales teams
- Comprehend the expected functionality and user interface of the device and data for end-users
- Effectively troubleshoot reported issues (at the field management level) across all supported technology applications
- Supervise the hierarchy structure and upkeep of assigned teams' database within reporting and all applications
- Modify and configure team settings as necessary to alter data collection methods in the field
- Collaborate in testing new software releases to identify bugs and confirm new functionality operates as intended
- Proficient in the hardware and software platforms available to supported teams
- Establish and enforce configuration management policies and processes to ensure system integrity
- Understand limited Commercial Products functionality and reporting
- Identify appropriate technical solutions to business problems and function as the technology expert in the room
- Understand the process and flow of various software platforms and how they interact from loading activities into the handheld computer, how data is collected in-store, and how the results roll up into reporting
- Proactively analyze data/reporting to identify opportunities for better business practice
- Manage configuration change requests, testing, and implementation
- Lead and engage in projects with supported retail teams and IT for new application rollouts, pilot programs, and other special projects, as required
- Lead projects and processes through effective communication, organization, project management abilities while independently making informed decisions to advance the project within strict deadlines
- Capable of effectively leading cross-functional groups toward a shared objective
- Provide performance reports and recommendations to Company leadership
- Collaborates with supervisor/manager to train new hires, mentor current associates, and serve as backup during their absence
- Assists in overseeing ongoing projects to ensure timely achievement of all milestones
- Develops or refines processes and procedures for a more efficient Commercial Products department
Skills
- 3 to 5 years of experience in technical account manager role
- 3+ years of experience in CRM or database maintenance
- Bachelor's degree or equivalent experience
- 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
- 3+ years of CPG industry experience preferred
Benefits
- Full-Time Benefits (Medical, Dental, Vision, Life)
- 401(k) with company match
- Training and Career Development
- Generous Paid Time-Off
Company Overview
Company H1B Sponsorship