Overview
Pimberly is looking to recruit a Technical Account Manager to proactively help customers achieve business goals and ‘their’ definition of success. When required, define and identify customer red flags/problems and how to proactively set customers back on the path to success. Focusing on customer experience and understanding the why behind how our customers use Pimberly and using this information to streamline processes to encourage the customer to use the product more.
Success measurements
Become a Product Champion – within 3 months you will become a product expert for the Pimberly Platform. You will be able to advise clients on how to best set up and use the system to get maximum ROI.
Develops Healthy Customer Relationships – to successfully create and deliver engagement strategies with clients to develop a professional relationship through the provision of product and operational services, training, and customer services. It is the role of the TAM to create and maintain long-lasting and healthy relationships with customers.
Acts a Customer Advocate – become a customer advocate, responsible for ensuring customer feedback is heard and acted upon. Being the voice of the customer within Pimberly, mediating between customer requests and the company vision.
Key responsibilities
- Building trust and transparency with customers:
- providing product insights/recommending a path to value, regardless of whether it includes additional revenue. Unlocking value for customers to drive mutual success
- be the “voice of the customer” to ensure the Pimberly platform is continuously improving, and internal product/development teams have continuous visibility of customer feedback
- Evaluate and analyze customer needs:
- regularly meeting with end-users to check if the Pimberly platform is meeting their needs and whether there are areas for operational improvement
- identifying product improvements, liaising with internal support & dev teams
- gathering customer product feedback, gathering insights on the overall experience of using Pimberly, and sharing with the wider business
- Enhance customer training:
- deliver on-site and remote training, promoting best practice whilst focusing on key features that help customers achieve business value/ROI
- promote and execute ‘new feature’ sessions to maintain and propel business value
- drive our company ‘Enable’ value ensuring customers are self-sufficient with regular skills transfer activities
- Define and identify customer red flags and find a way to proactively help struggling customers back on the path to success
- To work autonomously to drive, build, and execute, engagement strategy plans -going above and beyond to deliver an exceptional customer experience
- Working closely with the technology, you will be able to configure any element of the Pimberly platform to support end-users requirements
- To be creative in generating new ideas that improve customer experience
- Good analytical skills, ability to work out issues and resolve them
- Working closely with the marketing team, you will capture sound bites, case studies, and relevant industry challenges/knowledge that marketing can utilize to build focused campaigns
- Support ‘Pimberly Pals’ marketing events and where necessary demonstrate Pimberly, also writing hot topics which highlight new features and translate them to a beneficial use case
- Providing support and assistance to delivery team members, customer support, account managers, and product/development – working collaboratively to achieve results
- Operating with high integrity and honesty to represent the business in a professional manner
Knowledge and skills for success
- Extensive experience in a customer-focused position at a SaaS or software company
- You should be a tech-savvy professional, able to explain technical details and requirements to a non-technical audience
- Results-driven and aspire to achieve specific goals
- Effective listening, taking the time to truly understand a customer’s issue
- Clear communication skills, written and verbal – always using positive language
- Taking responsibility for the customer’s care and satisfaction
- Adaptability – the ability to successfully transition across multiple clients and activities
- Empathy – understanding a person’s emotions and managing accordingly
- Time management – effectively managing and prioritizing a busy schedule
- Knowledge – understanding our business, company policies, processes, and the Pimberly platform
- Genuine passion for maintaining ground-breaking solutions
- Strong problem-solving skills with a creative mind to find solutions to technical challenges
- Awareness of data integration techniques with flat files (csv, Excel), structured data (XML), and data access via API
- Experience and understanding of technology utilized within the Retail/Supply chain space would be beneficial
