Technical Account Manager

Technical Account Manager

Hybrid in Marietta, GA

Technical Account Managers (TAMs) are responsible for enhancing the relationship, growth, and issue resolution between the customer and Crib Master. They act as the customer liaison for all post‑sales activities within Crib Master for their assigned accounts. They facilitate critical projects such as hardware conversions and large‑scale upgrades at multiple sites, and provide technical support, services, customer success, production, development, and scorecard management.

• Technical Support Case Reviews (Weekly Calls) – Review defects and enhancements with the team and coordinate with the customer helpdesk.
• Technical Services – Serve as escalation point for technical services and lead large customer projects when required.
• Customer Success and Sales – Weekly call with Customer Account Manager/Sales Manager to review shipments, orders and processing issues.
• Production – Single point of contact for all production issues; create Quality Cases or RMAs as needed.
• Development – Voice of the customer; communicate defects and enhancement progress to development.
• Manage Customer Scorecard – Manage scorecard of internal processes and implement continuous improvement plans.

• Bachelor’s Degree or equivalent experience and at least two years of work experience.
• Demonstrated ability to troubleshoot software and hardware over the phone or via e‑mail.
• Strong technical grasp of software and hardware concepts and quick learning ability.
• Independent worker capable of making decisions without direct supervision.
• Excellent customer‑relationship skills and professional communication.

• Experience with SQL, Access, MSSQL, and Excel.
• Familiarity with manufacturing and inventory systems.
• Working experience with Salesforce.
• Understanding of how inventory management software is used in a manufacturing environment.

Competitive salary and comprehensive benefits plan including medical, dental, life, vision, disability, 401(k), Employee Stock Purchase Plan, paid time off, tuition reimbursement, and discounts on Stanley Black & Decker tools and partner programs.

All qualified applicants to Stanley Black & Decker are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran’s status or any other protected characteristic.

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