Technical Account Manager

Job Type: Full-time
Location: London/Paris/Amsterdam

About Fluent Commerce

The world of commerce is changing rapidly. To offer a premium customer experience, retailers need to adapt quickly and challenge the status quo. But their old systems can’t support this new reality. That’s why we exist.

Fluent Commerce was founded to solve this problem and accelerate commerce globally. We’ve created a powerful and exciting commerce platform designed to meet the retail needs of the future. It’s a huge opportunity and we’re proud to be at the heart of it. We are the future of global commerce. But we need your help.

Headquartered in Sydney’s Silicon Valley – Surry Hills – we’re growing quickly. New opportunities, both nationwide and internationally, are added regularly for those who want them. Are you ready to change the world of commerce? Then join us.

In return for your passion and commitment, you’ll get a great salary with bonus and share options, unlimited annual leave, opportunity to work from home and enjoy flexible working hours. We offer a vibrant office, casual dress code and a fantastic team. If you’re looking for a creative, energetic environment where people never forget to have fun and are free to do what they love, then it is the right place for you.

Position Summary

The Technical Account Manager (TAM) is responsible for actively driving the post-sales process with direct and channel customers. The TAM must be able to articulate the Company’s technology and product positioning to both business and technical users. He/she must be able to identify all technical and business issues of accounts to ensure customer satisfaction.

Must be able to establish and maintain strong relationships throughout the lifetime of the customer. Maintaining business and technical relationships at all levels identifying and working closely with sales in developing potential new business opportunities.

Working with Customers to guide them in how to best use the solution, and to ensure that usage is within defined limits and that any peaks are proactively understood and managed. Clearly demonstrate and align product capabilities to customer’s growing needs. By providing top-quality technical service before and after a sale, technical account managers help to ensure customer satisfaction and strengthen customer relationships.

They are responsible for identifying potential areas of concern for customers before they arise. They make recommendations based on their recognizing a customer’s current and future internet technology needs during their continued business relationship.

The role will report into the Regional Head of Expert Services.

Responsibilities

  • Provide high-level technical support to customers acting as a conduit to L3 support
  • Communicate with Customers (and Partners) to explain product capabilities and Roadmaps
  • Seek new and additional use of the Fluent Solution at assigned customers
  • Document future technical requirements, schedules and client interactions.
  • Keep abreast of customer plans to ensure product/system readiness for Peaks, new inventory loads etc
  • Proactively work on extensions and renewals of the Service licensing
  • Respond to technical concerns and problems, ensuring smooth operation of the solution
  • Build strong customer relationships, especially with key customer stakeholders and sponsors
  • Always strive to provide exceptional customer experience
  • Define and monitor key account metrics including Net Promoter Score
  • Consistently represent the company in a professional and ethical manner

Skills and Experience

  • A proven track record of Technical Account Management or other relevant experience.
  • Experience in managing multiple stakeholders and projects
  • A listener who is customer-oriented and attentive to their needs
  • Critical thinker and problem-solving skills
  • Team player
  • Good time-management skills
  • Great interpersonal and communication skills
  • Experience in using software for sales such as Salesforce
  • Minimum 3 years at Architect level – Leading Transformational Projects
  • Experience within multiple complex multi-vendor digital-oriented project implementations
  • Domain knowledge: Distributed Order Management, PIM, WMS, Integration, Global Inventory Management, Customer Service tooling, Payments, Carriers, Returns/Supply Logistics,  EPos, Dropship vending
  • Exposure to:
    • Java workflow process automation tooling
    • BPM automation tooling: workflow designers
    • DevOps CI / CD
    • Event-Driven Architecture
    • Enterprise Architecture Integration Patterns
    • Experience with Cloud AWS stack (S3, Web services)
  • Awareness of or experience in:
    • Jenkins
    • ANT
    • Git
    • Maven/ Nexus
    • JIRA
    • APM: New Relic, DynaTrace
  • Product Experience:
    • Will ideally come from a vendor background and must have experience of one or more of:
    • IBM Sterling
    • Mainstreet OMS
    • Order Dynamics
    • Carrier Management Software: Metapack, Temando
    • Manhattan
    • Mulesoft Jitterbit Apache Camel
    • Message Queuing tooling: ActiveMQ
    • Hybris, Salesforce Commerce Cloud, Magento, Intershop