Technical Account Manager

Location: Hybrid in Marietta, GA

Technical Account Managers (TAMs) are responsible for enhancing the relationship, growth, and issue resolution between the customer and Crib Master. TAMs are the customer liaison for all post‑sales activities within Crib Master for their assigned accounts. A deep knowledge of Crib Master’s software and hardware offerings is required. TAMs also facilitate critical projects such as hardware conversions and large‑scale upgrades at multiple sites.

They must have a can‑do attitude and be a self‑starter.

• Technical Support Case Reviews (Weekly Calls) – Review defects and enhancements with team. Regularly scheduled time with customer helpdesk to understand customer processes, needs, and close support gaps with Crib Master.
• Technical Services – Awareness of all professional services, implementations, and projects that are contracted through CM by customer. Serve as an escalation point for Technical Services and act as lead for large customer projects when required.
• Customer Success and Sales – Weekly call with Customer Account Manager/Sales Manager to review planned shipments, current orders and any related order management or processing issues.
• Production – Single point of contact for all production issues. Ensure that Quality Cases and or RMAs are created when necessary and represent issues with Crib Master’s Quality Team and Production Management Teams.
• Development – “Voice of Customer” to ensure all customer defects and enhancement requirements are understood for development. Provide progress of customer’s defects and enhancements to the customer team.
• Manage Customer Scorecard – Manage scorecard of internal processes at Crib Master and implement continuous improvement action plans to advance Crib Master/Customer relationships.

• Bachelor’s Degree or equivalent experience and two years of work experience.
• Demonstrated ability to troubleshoot software and hardware over the phone or via e‑mail.
• Grasp technical software and hardware concepts and learn quickly.
• Experience and ability to work independently without direct supervision.
• Ability to make independent decisions on the best way to solve problems for end users.
• Outstanding customer relationship experience and skills.
• Effective communication, explaining things in a logical manner and maintaining a professional demeanor.

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

• Medical, dental, life, vision, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement.
• Discounts on Stanley Black & Decker tools and other 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.