Technical Account Manager

The Technical Account Manager is responsible for managing strategic relationships with internal teams and external partners; issue resolution, partner satisfaction, maintaining partner communication, and managing the partner service and support relationship. This position executes on partner project and regression needs and works with project management, engineering and QA to ensure on-time delivery of projects that support the business. Responsible for acting as a liaison between external partners and internal technical team needs for all partner facing projects by coordinating requirements, testing, and functional verification.

 

WHAT YOU WILL BE LIVING AND BREATHING EVERY SINGLE DAY:

65% Partner Management

  • Establish a trusted advisor relationship with internal and external suppliers and external partners to ensure support of customer needs
  • Develop success plans for partners that outline their critical success factors, metrics for success, potential issues, and provide recommendations for product enhancements
  • Respond to partner inquiries for information on the product and problem resolution on the company’s products and services
  • Act as primary point when concerns are escalated to partners to ensure issues are well articulated, system and business impact are clearly documented and understood.
  • Review business/technical requirements with development & QA team to ensure understanding of the requirements
  • Review QA test scenarios to ensure that testing results correspond to the business expectations
  • Manage documentation of technical and system requirements, functional design materials, and testing processes
  • Provide technical expertise and assistance to engineering and QA team members as needed by translating business requirements
  • Coordinate QA processes - test cases, test data with external vendors and make sure requests are fulfilled within predefined SLA
  • Oversee and participate in execution of partner regression testing requirements
  • Notify internal teams with carrier test environment schedule updates

 20% Product Management

  • Work with Product Management to define requirements for new enhancements
  • Act as a liaison between the Consensus Business Services team and the product management, engineering and project management teams with a focus on communicating needs and requirements and how the solution will influence and improve retail operations
  • Monitor customer adoption of Consensus features and functionality and provide product management with an understanding of client’s overall business needs as they relate to the Consensus products
  • Lead cross-functional teams to address systems issues

15% Content Management

  • Assist in interpreting and troubleshooting XMLs messages or error codes for the content team
  • Write-up and deliver tasks (price changes, preorders, device launches, etc.) to the content team.
  • Coordinate with IT Operations for off cycle deployments

WHAT MAKES YOU STAND OUT:

  • Bachelor's Degree or equivalent work experience
  • 2+ years of experience in retail, wireless, online, omni-channel commerce.
  • 2+ years of experience in IT systems and integrations
  • Deep logical understanding of web applications, data platforms and system integration methods and processes
  • Proficient in MS Office and a varied set of software and editing tools (including HTML, XML, and Excel)
  • Detail oriented, organized, and able to handle multiple tasks simultaneously
  • Excellent interpersonal communication skills
  • Proven ability to engage and influence partners across corporate functions (product, engineering, client services)
  • Passion for customer advocacy and success
  • Excellent project management skills with a proven ability to design and implement creative business solutions for customers

 

HOW WE'D LIKE YOU TO APPLY:
EMAIL us at ConsensusPeopleTeam@consensuscorp.com.  In the SUBJECT FIELD, put the position for which you are applying and ATTACH your Word or PDF resume.  Consensus is an Equal Opportunity Employer

No Phone Calls, Emails, or Recruiters

CALIFORNIA POSITIONS: Consensus will consider for employment qualified applicants with criminal histories in a manner consistent with the San Francisco and Los Angeles Fair Chance Ordinances