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
Skills Required
- 2+ years' experience managing SaaS platforms, including update rollout, testing, comms creation and bug management
- Solid technical understanding of tech/SaaS platforms and methods to serve data to users
- Significant evidence of product and bug testing
- Ownership/creation of processes in the SaaS post-sales space
What We Do
We help consumer businesses gather and make best use of their customer data. We drive success by following a rigorous process: - Adopting a hands-on analytical approach, based on data-driven customer feedback. - Designing, implementing, and configuring bespoke membership programmes. - Enhancing customer marketing plans, building analytics capability, and driving actionable insight. We achieve this through our deep understanding of multiple trade sectors, including grocery, retail, financial services, telcos, travel and service industries.
