Technical Account Manager

## Technical Account Manager Apply:
Onsite:
Olathe:
Full time:
Posted Today:
JR106958
* Client Experience Manager
* Full-time | Gem One | Olathe, KS 66062  Gem One is a tech company within TVH Holding developing future-proof smart telematics solutions for optimal fleet performance management, from track & trace and operational efficiency to security & safety and service & maintenance. Our cloud-based solutions and hardware intelligently gather and enrich data from industrial equipment to streamline fleet management.
To support the continued growth of Gem One Americas, you will serve as the primary owner of the customer experience across the entire customer lifecycle, guiding customers from pre-sale consultation and quoting through installation, commissioning, onboarding, training, adoption, ongoing support, and account growth. Want to be part of a global company ? Apply today!
* YOUR

ROLE AND RESPONSIBILITIES
* Account Management & Customer Success
* Serve as the primary point of contact for assigned customer accounts, dealer partners, and end users, visiting customer sites regularly to build relationships and understand operational needs
* Conduct regular customer reviews to understand business objectives, operational challenges, and opportunities for improvement
* Proactively monitor customer satisfaction, adoption, account health, risks, and escalations, and manage retention efforts
* Serve as the voice of the customer and advocate for customer needs internally
* Recommend appropriate telematics solutions based on customer operational requirements, and develop and manage quotations and solution proposals
* Coordinate internally to ensure pricing, configurations, and deliverables align with customer expectations
* Support pre-sale activities, including customer presentations, product demonstrations, and solution discussions
* Identify expansion, upgrade, cross-sell, and upsell opportunities within existing accounts

Project Management & Implementation
* Manage customer onboarding and implementation projects from initial order through completion
* Coordinate installation schedules, commissioning activities, training requirements, and project timelines
* Facilitate communication among internal stakeholders, dealers, installers, and customers
* Track project milestones to ensure successful, timely implementations while managing multiple projects simultaneously
* Ensure smooth handoff between implementation, support, and customer success activities

Technical Support & Product Expertise
* Develop and maintain expert-level knowledge of Gem One hardware, software, and telematics solutions
* Assist customers with installation, commissioning, troubleshooting, and issue resolution, both remotely and onsite
* Investigate hardware, software, connectivity, and configuration issues, collaborating with Product, Engineering, and Technical Services teams for timely resolution
* Document support activities, customer interactions, and resolution details accurately
* Manage RMAs and hardware replacements when necessary
* Serve as the technical voice of the customer within the organization

Customer Training & Enablement
* Conduct administrator, technician, dealer, and end-user training
* Develop onboarding and adoption strategies that maximize product utilization
* Provide consultative guidance and best practices to help customers achieve their operational objectives and prepare for implementation and expansion projects
* Deliver engaging presentations for customers and internal stakeholders
* TECHNICAL SERVICES DEVELOPMENT PROGRAM
* Because of the highly technical nature of the position, all new Client Experience Managers begin in the Technical Services organization for a minimum of six months, completing a structured technical onboarding program before assuming ownership of an account portfolio. During this period, you will:  
* Participate in hardware installation and commissioning activities
* Learn product architecture, hardware functionality, and software configuration
* Support customer troubleshooting and technical issue resolution
* Gain practical experience with telematics technologies and industrial equipment applications
* Assist with onboarding and customer training activities
* Develop proficiency in internal systems, workflows, and operational processes
* Demonstrate technical competency prior to assuming full account ownership
* HOW TO SUCCEED / YOUR PROFILE
** Minimum of 2 years in an account management role
* Excellent communication and organizational skills
* A…