Technical Account Manager - TMS

Job Description

As a Technical Account Manager, you will be aligned to a number of nShift customers on an agreed commercial basis between the customer & nShift. The focus of this engagement is to be a core representative of nShift with those assigned customers taking ownership of the Technical roadmap within those customer environments. This is a key role in maintaining relationships with key strategic customers who are using nShift products across a wide and technical base and who are more than likely engaging with both Carriers as well as nShift in a more strategic manner.

The role is dedicated to ensure that both day-to-day as well as strategic touchpoints are working effectively and that technical and logistics teams are engaging correctly to ensure that the customer’s use of nShift’s products remains both successful and positive. This role is an important lynchpin working with other nShift teams such as sales/account management, Professional Services, R&D as well as the core Customer Service Organisation.

Progress will be driven by regular touchpoints as well as facilitating engagement with nShift teams to ensure items are progressing and that any blocking issues are identified and solutions are found to remove the blockages. The working relationship with support is critically important in helping ensure that the core Customer Services & support processes function smoothly.

What you will be doing:

• Lead the creation of a technical plan for use of nShift solutions within the customers assigned to your care.
• Support creation of documentation and knowledge around customers configuration and use of nShift solutions to help internal teams within nShift including key meeting protocols and notes.
• Support the ongoing dialogue between the Customer, their carriers and the nShift teams.
• Support the customer in pre-requirement gathering for any work or additional configurations required.
• Work with internal teams to help support the technical needs of the customer (such as Professional Services or Product Development).
• Work with the customer and nShift Technical support to take a proactive approach on support topics helping remove delays & poor customer experience.
• Develop key relationships internally to best represent customer requirements.
• Identify solutions or configurations for customers to minimize need for support.
• Where necessary help educate customers to get the best out of nShift products and solutions
• Work closely with the KAM/Sales teams in helping support the overall account plan for the customer.