Senior Technical Account Manager

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Act as the primary point of contact for a significant oil client.

• Foster customer success and loyalty through effective leadership, guidance, and oversight.

• Evaluate and report on customer Service Level Agreement (SLA) commitments.

• Analyze trends in payment system equipment and the performance of Assigned Service Contractors.

• Prioritize requirements for closed-loop processes.

• Oversee daily, weekly, monthly, and annual monitoring of closed-loop service deliverables.

• Manage dispatches from Authorized Service Contractors, including tracking open cases, aging, status, and estimated completion updates.

• Develop procedures to ensure adherence to customer service contract specifications.

• Lead collaborative business planning efforts and set service performance objectives.

• Identify and apply initiatives for quality and process improvement.

• Regularly review metrics and action plans.

• Manage various site operations, including additions and removals, ASC response times and performance, escalations, technical support, POS/alarm special projects, and help desk standard work updates.

• Conduct root-cause technical analyses and translate data into actionable solutions.

• Assist with and oversee 24/7/365 Support Center help desk operations and after-hours calls.

• Maintain tracking of work orders and data management for ASC performance.

• Achieve margin goals through cost control and scorecard KPI targets.

• Ensure the financial success of assigned programs and projects while meeting committed delivery timelines and metrics.

• Promote ongoing customer satisfaction.

⛳️ Requirements

• Bachelor's degree in Business, Marketing, or related field, or equivalent experience.

• Proven project management abilities.

• Proficient in Microsoft Office Suite, including Excel, Word, Visio, and PowerPoint.

• Exceptional verbal and written communication skills with a focus on customer service.

• Ability to effectively drive outcomes.

• Skilled in utilizing resources to fulfill customer contractual obligations.

• Strong technical knowledge of Gilbarco Veeder-Root equipment.

• Analytical skills.

• Willingness to travel as necessary.

• Capable of delivering customer presentations and training when needed.

• Experience with Microsoft Office Suite, Power BI, and application development is a plus.

🏝️ Benefits

• Medical, dental, vision, disability, and life insurance.

• Family planning services through Maven Clinic.

• Diabetes management support via Livongo.

• Women's health assistance.

• Support for adult and elder care.

• Paid parental leave.

• 401(k) plan with company matching contributions.

• Up to 15 days of paid time off each year.

• 13 paid holidays, including 3 floating holidays.

• Paid sick leave.

• Opportunities for personal growth and continuous learning.

• Commitment to work-life balance.

• An inclusive and collaborative work environment.