Technical Account Manager

Remote
October 29, 2024
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Job Description

About Rootstock:

Rootstock Software® is a worldwide provider of cloud ERP on the Salesforce Cloud Platform. When combined with Salesforce CRM, Rootstock Manufacturing Cloud ERP offers manufacturing, distribution, and supply chain organizations a single platform to grow and manage their businesses. Rootstock Manufacturing Cloud ERP is a flexible, modern, and digitally connected system that transforms companies to deliver a more personalized customer experience, efficiently scale operations, and out-service the competition.

Rootstock Software® serves customers throughout North America, Europe, and Asia Pacific and is available exclusively on the Salesforce Platform (Force.com) via the Salesforce AppExchange, the world’s most popular marketplace for business apps. Organizations now have insight into what is happening or will happen at each step of the manufacturing, distribution, and supply chain processes.

This is a remote position based in the United States.
Summary: 

Technical account managers (TAMs) serve as technical guides who develop and strengthen customer relationships by working to achieve faster issue resolution, reduce technical risk, and protect customer relationships. TAMs have technical backgrounds and sales knowledge, plus the ability to understand an organization’s niche technical needs and execute in those specific areas. TAMs are responsible for developing close relationships with strategic customers, providing proactive guidance to help identify and address potential problems before they occur. TAMs work collaboratively with customers to plan for successful deployments and realize optimal performance and growth. TAMs also help customers gain visibility into Rootstock’s current and future solutions to plan for and meet long-term technology goals. The role involves managing internal and external communications with stakeholders, including but not limited to C-level executives.

Responsibilities:

  • Rootstock Product Expertise: Become an expert in Rootstock’s Architecture. Demonstrate competency in Rootstock products: ERP, Financials and Salesforce Platform.
  • Support: Provide customers with a direct relationship with a senior technical resource, offer expert advice and resolution for complex technical issues, and ensure optimal performance and reliability of Rootstock solutions. Effectively use sound business judgment and SME resources to solve customer problems.
  • Technical Advocacy and Cross Functional Collaboration: Relay critical technical feedback from customers to the product development teams to aid in product enhancement and innovation. Liaison between customer and internal teams (e.g., support, sales, product, engineering) to ensure client needs are communicated and addressed.
  • Requirements gathering: collect customer business requirements, translate into functional requirements that can be shared with both PS and Product teams, and prepare technical documentation as needed.
  • System configuration and optimization: Assist customers with low code solutioning, specification and discovery, and best practice guidance. Provide Rootstock system administration services when requested.
  • Escalation Management: Own and drive escalated issues and support cases, including technical input, advocacy, cross-departmental collaboration, and issue prioritization.
  • Risk Management: Proactively identify and mitigate potential technical problems and risks to overall customer health, ensuring continuous system reliability, preventing disruptions where possible, and working to resolve issues quickly when they arise.
  • Performance Monitoring: Regularly analyze and review system performance to guarantee that customer deployments meet the required standards.
  • Account Management: Build long term relationships with customers, including key stakeholders and executives, through technical acumen, proactive leadership and value delivery. Take part in the scheduled account planning meetings with Account Manager (AM). Proactive in recommending enhancements to the customers and looking for new opportunities.
  • Knowledge Sharing: Work with management to improve the skills and standards of the Customer Success group. Develop and deliver technical documentation, training sessions, and workshops to enhance both internal team and customer understanding and utilization of the Rootstock product.

Requirements:

    • Bachelor’s degree from an accredited college or university, preferably in Engineering, Computer Science, Information Technology, or related field.
    • 5+ years in technical support, IT consulting, system engineering, or similar role that requires problem-solving and technical engagement with products or services.
    • Advanced certifications related to ERP systems, Salesforce, and/or complex enterprise SaaS platforms.
    • Proven track record of working in customer-facing roles, demonstrating strong capabilities in managing customer relationships and understanding customer needs.
    • Experience managing cross-functional projects with a high attention to detail.
    • Excellent verbal and written communication skills, with the ability to convey complex technical details in a clear, understandable manner to both technical and non-technical stakeholders.
    • High level of customer service skills, including empathy, responsiveness, and a strong commitment to resolving customer issues.
    • Flexible and quick learner with the ability to juggle and complete multiple priorities and projects (internally and externally) in a fast-paced, ever-changing environment.
    • Strong analytical and diagnostic skills, with the ability to analyze technical challenges and derive actionable insights.
    • Preferred:
      • Proven experience with ERP systems, specifically in manufacturing and/or supply chain sectors.
      • Proficient in Salesforce, including system administration, configuration and optimization.
      • Practical experience in manufacturing environments, understanding common workflows, processes, and challenges. Familiarity or direct experience with accounting practices and principles relevant to manufacturing or enterprise resource planning.
      • Experience with enterprise software integrations, including familiarity with third-party integrations or middleware like: MuleSoft, Gearset or Dell Boomi.
      • Knowledge of accounting principles, accounting reports and reconciliations
      • Salesforce Certifications: System Administration, Advanced Admin, Platform App Builder

    Desirable Attributes:

    • Customer-focused attitude with a strong ability to build relationships and trust.
    • Resourcefulness
    • High ownership mentality
    • Leadership potential, with capabilities in mentoring or coaching team members.
    • Adaptive and quick to learn new technologies and software.

    In all we do, our four guiding principles, based on our core values, light the way:

    1. Trust is the cornerstone of our organization, built through integrity, transparency, and accountability.
    2. Resourcefulness: We believe in being resourceful – thinking creatively and adapting to challenges with agility.
    3. We believe in taking Ownership of our actions, decisions, and their outcomes.
    4. Collaboration is the key to our collective success. We believe that working together with respect, openness, and shared purpose enables us to achieve more than we could individually.

    This position is eligible for Rootstock’s company-wide bonus program and non-traditional equity as part of the total compensation package.
    The US annualized salary range for this position is $120,000 – $175,000. While this range reflects the minimum and maximum value for new hire salaries across all US locations, the offer for the successful candidate will be based on job-related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions-based roles) and do not include bonuses, benefits, or related incentives.

    We offer our team members competitive compensation, world-class benefits, work-life balance (flexible schedules, telecommuting, flexible time off), and the opportunity to work alongside an amazing and supportive team!

    Rootstock values diversity and is an Equal Opportunity Employer.