Redwood Software · 2 weeks ago
Senior Technical Account Manager - Finance Automation
United States
Full-time
Remote
Mid, Senior Level
3+ years expRedwood Software is the leader in full stack automation fabric solutions for mission-critical business processes. As a Senior Technical Account Manager, you will build and maintain post-sales relationships with complex customers, ensuring successful implementations and addressing any technical issues that arise.
Enterprise SoftwareSoftwareWeb Development
Responsibilities
Builds and grows relationships with both technical staff and senior management in the Office of the CFO from the customer team
Partners closely with product management to ensure customer requirements are logged and appropriately prioritized and that future product direction aligns with the customer road map
Conducts Customer Health Checks to ensure customers are aligned to Redwood standards and best practices
Contributes to the knowledge base on lessons learned and unique issues experienced for any of their accounts
Facilitates Use Case Workshops to map Redwood solutions to critical finance and accounting processes. Identifies opportunities for additional value creation within accounts, contributing to growth and expansion
Ensures that all cases opened for their accounts are being actively worked on and progressing toward an expeditious resolution. Coordinates internal and external resources to drive escalations as needed
Identify potential areas of risk and actively build get-well plans to reduce contraction and churn within assigned accounts
Manage all post-sales activity for customers through strong relationship-building, product knowledge, planning, and execution
Maximizes the value of the customer's investment in Redwood’s products and services
Acts as a single point of contact for all support requirements as they pertain to the assigned customers' environment
Ensures effective ownership, communication, coordination, and facilitation of support service activities between the customer and support teams, product management, and account teams
Increase customer retention by conducting regular check-in calls for tactical items, Use Case Workshops, and Business Reviews
Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs as it relates to finance and accounting use cases
Direct the delivery of customer technical services to achieve high customer satisfaction and trust
Track accounts to identify churn risk and work proactively to eliminate that risk
Coordinate cross-functional Redwood project teams, which could consist of professional services consultants, finance automation SMEs, product management, engineers, and support staff
Develop and manage a strategic development plan for your customers, including the identification of opportunities for growth
Escalate issues as necessary for confirmation action plan, resolution or other options as needed
Manage resources to achieve the most effective method of problem resolution by directing internal technical services engineers
Function as the voice of the customer and as the customer advocate, provide internal feedback on how we can better serve our business and enterprise customers
Work closely with product management and engineering on the identification and tracking of new feature requests, product enhancement requests, and bugs
Establish and maintain working relationships with internal teams, including sales, account management, professional services, product management, and support
Maintain current functional and technical knowledge of the entire Redwood product line
Manage and drive competing requests across simultaneous client engagements
Provide clear and constructive product feedback to product management based on customer requirements
Help to document best practices in developing and deploying Redwood solutions
Participate in internal projects that help scale the group, document and implement best practices, and improving our methodology and quality of implementations
Qualification
Required
Excellent written, verbal, and presentation skills appropriate to both technical and management clients, including effective interaction with technical architects to senior executives
Strong organizational skills with an ability to manage competing client demands, multiple priorities, commitments, and projects
Strong analytical skills regarding technical and project management issues
Minimum 3-5 years experience in a customer-facing environment such as sales, technical consulting or enterprise customer support
Ability to troubleshoot technical issues at a high level to determine the appropriate path to resolution
Exemplary customer service attitude with business development and customer relationship management experience
Ability to facilitate and harness cross-team collaboration working with teams in person and virtually
Bachelor's degree in Computer Science, Information Systems, Engineering or equivalent experience
Strong personal drive for ensuring customer success with a proactive focus
Strong background in a dynamic, problem solving, customer service environment
Flexibility, integrity and creative problem-solving skills
Outstanding verbal and written communication skills
Ability to work in a fast-paced environment with multiple projects under tight deadlines with a can-do attitude
Ability to articulate technical issues in a meaningful way to both team and executive-level management
Must be capable of dealing confidently and professionally at the executive level with Customers
Must be a team player and build good working relationships across all functions
Wears the ‘Customer Advocate' hat at all times
Leads by example and demonstrates Redwood's Core Values every day
Preferred
Experience with Java Script, SAP ABAP, SQL Developer, or similar
IT business process skills and certifications (PMP, ITIL, Six Sigma, etc.)
Company
Redwood Software
Redwood Software is an international company providing job scheduling, report distribution and SAP solutions.
501-1000 employees
H1B Sponsorship
Redwood Software has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
2022 (1)
Funding
Current Stage
Late StageTotal Funding
$382.54MKey Investors
Turn/River Capital
2024-09-10Private Equity
2024-09-10Acquired
2021-05-11Private Equity· $382.54M
Leadership Team
Shak Akhtar
SVP Finance Automation & Customer Experience Officer at Redwood Software
Lizzie McPhillips
Chief People Officer
Recent News
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2025-11-08
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