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Technical Account Manager

South Africa, Remote

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Job Summary:

The Technical Account Manager is a customer facing position with a focus on delivering exceptional support during the pre-sale phase to potential customers.
A key function of this role is to establish and maintain rapport with potential customers in supporting our sales team to ensure a successful sale.

Responsibilities:

  • Pilots and Proof of Concepts: ownership ensuring a successful pilot process, ownership of relationship with the customer, leveraging internal resources and/or vendors. A PoC can be for a new customer or for an existing customer that is testing a new functionality or integration

  • FPA: Assisting the internal teams as required. TAMs will keep on working on certain FPA deployments when required, like those for strategic accounts, flagship, etc.

  • Working with the AD to attend any calls that require technical expertise to ensure success of pilots and proof of concepts

  • Information requests and questionnaires (RFI/RFP/RFQ, GDPR compliance, etc.: work with all internal teams to complete requests for proposals

  • Work with clients to ensure all technical infrastructure is developed (Connectivity, API, File Transfers for POS, WFM, etc.)

  • Support the transition to the deployment process

  • Integration Support: connect clients with the internal Level 2 support team when required (issues with finalised integrations)

  • Work with deployment teams to contribute to a detailed proposal and implementation plan with project planning, scoping, and quantification

  • Assisting internal teams and the Support Account Managers with any issues or technical questions arising from customers

  • Transition customer contacts to internal teams for deployment (Project Management, etc.) and on-going support (Customer Support, etc.)

  • New customer requests, bugs reporting and notifying the relevant internal stakeholders. Follow up and notify customers about the resolution.

  • Customer specific configuration. Assist other internal teams when required for customer specific settings, like those related to privacy, AP video retention, etc.

  • Train partners and vendors as required

Required Skills:

  1. Technical Knowledge:

    • Proficiency with API integrations, file transfers, and cloud infrastructure.

    • Experience with technologies like POS systems, Workforce Management (WFM), and related systems.

    • Solid understanding of GDPR compliance and other relevant regulations.

  2. Project Management:

    • Experience with project planning, scoping, and quantification for pilots and proof-of-concept projects.

    • Strong organizational skills to manage multiple customers, pilots, and integrations simultaneously.

  3. Customer Support & Troubleshooting:

    • Experience working with Level 2 support teams to resolve technical issues during integrations or deployment.

    • Ability to transition customer queries and issues to appropriate internal teams.

  4. Pre-Sales and Proposal Management:

    • Expertise in RFIs/RFPs/RFQs and the ability to collaborate with internal teams to complete and respond to technical information request

 

Talents:

  • Ability to build and maintain strong relationships with customers, ensuring their needs are met while aligning with the business goals.

  • Deep understanding of technical infrastructure, integrations, and troubleshooting to assist customers and internal teams effectively.

  • Strong analytical skills to identify, troubleshoot, and resolve technical challenges and customer issues in a timely manner.

  • Ability to work cross-functionally with internal teams such as sales, deployment, support, and product management to achieve company goals and meet customer needs.

  • Flexibility to navigate through dynamic customer requirements, changing priorities, and evolving technical environments.

  • Taking the initiative in ensuring the success of pilots and proof-of-concept projects, actively driving their success and overseeing their execution.

  • Ability to train and guide internal teams, partners, and vendors, ensuring they are well-equipped to handle specific customer needs and solutions.

  • Ability to convey complex technical concepts to both technical and non-technical stakeholders clearly and concisely.

Desired Attributes:

  • Experience in Technical Account Management or similar roles in a SaaS or tech environment.

  • Bachelor’s degree in Computer Science, Engineering, Information Technology, or related field (or equivalent experience).

  • Customer-first attitude with a drive to ensure a seamless customer experience throughout the pre-sale and post-sale phases.

 

Why RetailNext?

We revolutionize retail with data-driven insights using IoT and cloud analytics. Operating in 100+ countries, we help retailers optimize shopper experiences.

What’s It Like to Work Here?

  • Remote-First Hybrid: Work anywhere + office access.

  • 90-Day Work Anywhere: Work from anywhere for 90 days yearly.

  • Autonomy & Growth: Flexible schedules, ownership, career investment.

  • Customer Obsessed: Everything we do is for our clients.

Perks & Benefits

  • Best Self Allowance: Annual stipend for personal growth.

  • Recharge Days: Monthly company-wide day off.

  • Career Growth: We invest in you.

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