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Ziosk · 1 day ago

Technical Account Manager

DFW Metroplex

Full-time

Onsite

Senior Level

7+ years exp

Ziosk is a company that empowers restaurants to enhance the guest experience through innovative technology solutions. They are seeking a Technical Account Manager to nurture customer relationships and assist clients in achieving their business goals by leveraging Ziosk technologies.

LifestyleRestaurants

No H1B

Hiring Manager

Bianca Convento

Responsibilities

Assist the Client Director in ensuring the success of this customer

This is a liaison role providing the voice of the customer to Ziosk and the voice of Ziosk to the customer

Establish and maintain relationships with Operations, Marketing, IT, and other teams of assigned customers with a predictable cadence of meetings and communication

Incorporate understanding of involved technologies, network, and tools to act as the primary point of contact for issue escalations for assigned accounts

Manage the UAT process to gain timely approval of content and feature/functionality changes to the Ziosk software stack

This role requires regular hands-on work in a technical lab environment where changes are tested, validated and approved for release. This will also require in-restaurant testing and validation as part of the approval process from time to time

Review daily, weekly, and monthly deployed products and features to ensure all are fully functioning

Experience presenting to senior level executives

Effective writing skills are required, in particular for issue management communications and product documentation

Author training materials on behalf of, or with the customer for their internal training needs

Author presentations and customer-facing discussions and presentations as required

Be a customer advocate within Ziosk for the customer, highlighting specific issues and solutions to enhance the platform

Monitor Key Performance Indicators with customers regarding platform capabilities and review routinely with the customer

Regular review of customer environment health reports and support issues, be tenacious in identifying and resolving issues

Manage customer communication for high severity issues

Monitor high-profile issues providing status updates to create a frictionless customer experience

Create and maintain customer status reports, to provide the customer with a view into the heath of the environment, challenges, and development needs

Manage customer site inventory records, reporting health, and allocation of Ziosk equipment

Provide customers with status updates on new product enhancements and requested features, create, or assist in the training and product documentation for the customer(s)

Work with the appropriate teams as needed to prioritize customer development requests and initiatives including proper documentation of the scope and provide estimates for projects as needed

Travel to customer sites as needed to support deployment, implementation, and training both in-restaurant and other as needed

Partner with the Client Directors to create/manage an execution calendar to efficiently manage changes/updates

Content

Survey

Tickets

Change management

Features/Bugs/Software updates

Release management of software, content, etc

Make bundles efficient

Support escalations

Qualification

ERP implementationPOS systemsAtlassian suiteSalesforcePower BINetworking knowledgeCustomer advocacyTraining material creationCommunication skillsInterpersonal skills

Required

Experience implementing an ERP, HCM, POS, or other system-level infrastructure systems

7+ years working as an account manager, technical account manager, project manager or CSM

Given that this liaison role is embedded within the client, the candidate must be a self-starter and able to consistently resolve issues successfully

Strong written and verbal communication skills and ability to hold audience-appropriate conversations, create effective presentations and document training materials or other customer support documents

Experience creating and maintaining customer/executive level status reports

Strong interpersonal relationship building skills

On call may be required for customer/incident escalations

Ongoing travel is required, so as to meet the needs of the customers

Bachelor's degree and equivalent work experience