Sr Technical Account Manager

Sr Technical Account Manager

Job Location:

Bentonville, AR 72712, U.S.

Position Type:
Full Time

Salary: $58,400 - $73,000 per year

The Senior Technical Account Manager is a pivotal role within our organization, serving as the primary bridge between our retail teams, clients, and engineering departments. This position requires a comprehensive understanding of all Advantage technology systems and resources within the Technology Division. Serving as a trusted advisor and strategic partner to the business, the Senior Technical Account Manager bridges the gap between supported teams (typically 3-5 teams, varying by size and complexity) and the broader Technology team.

As part of a team in a fast-paced environment, this position requires the ability to work autonomously and independently, make informed decisions while adhering to strict deadlines. This incumbent has in-depth knowledge of products and solutions for each customer's unique technical environment.

The Senior Technical Account Manager is an advocate that proactively engages the appropriate resources, leverages specialized expertise, and drives technical direction to resolve product issues and critical incidents with minimal disruption to the business. Exceptional communication and presentation skills are essential for success in this role. The Senior Technical Account Manager takes on a leadership role, supporting teams through training, mentoring, tool development, and project management.

• Full-Time Benefits (Medical, Dental, Vision, Life)
• 401(k) with company match
• Training and Career Development
• Generous Paid Time-Off

• Own and manage high volume of incoming requests and tasks end-to-end
• Maintain deep understanding of:
  • Business operations
  • Systems and tools (reporting, invoicing, scheduling platforms)
• Provide guidance, training, and documentation for business teams on tools and processes
• Participate in and support new initiatives (system rollouts, feature adoption)
• Identify trends and proactively implement solutions (training, documentation, communications)
• Ensure follow-through and accountability across cross-functional partners
• Client Relationship Management:
  • Cultivate and maintain strong relationships with 3-5 supported teams
  • Serve as primary point of contact for technical inquiries and strategic technology planning
  • Act as advisor and strategic partner to the business and clients
  • Proactively engage clients to understand evolving needs and challenges
  • Serve as primary point of contact for escalating and resolving issues, and 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
  • Explore opportunities to integrate other technologies or tools for retail customers in partnership with account sales teams
  • Identify and present cross-selling opportunities to customers when available, in partnership with account sales teams
• Technical Expertise / System Configuration / Troubleshooting:
  • Comprehend expected functionality and user interface of devices and data for end-users
  • Effectively troubleshoot reported issues at the field management level across supported technology applications
  • Supervise hierarchy structure and upkeep of assigned teams' database within reporting and other 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 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 process and flow of various software platforms and how they interact from loading activities into the handheld computer, data collection in-store, and results roll up into reporting
  • Proactively analyze data/reporting to identify opportunities for better business practice
  • Manage configuration change requests, testing, and implementation
• Project Management / Special Projects:
  • 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…