(Senior) Technical Account Manager (m/f/d)

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(Senior) Technical Account Manager (m/f/d)

WHAT WE'RE LOOKING FOR

  •  You are familiar with technologies and tools like Grafana and integrator softwares connecting brands and marketplaces, and are eager to deep dive into these

  • You have experience in e-commerce, with a focus on resolving technical issues and optimising operational processes.

  • In your roles so far, you demonstrated your ability to identify potential issues and take proactive measures to address them, ensuring smooth operations and customer satisfaction.

  • Focussing on proactive solution handling with flagged Emerging Accounts and related Monitoring & Alerting ownership drives your daily motivation even further. You will fit in well with us if you learn with a great level of autonomy. Flexibility, Customer Orientation and growth thinking are parts of your mind- and skill set.

  • In addition, you are skilled to analyse data, prioritise tasks, and make informed decisions to maximise success for partners (e.g. Gross Merchandise Value).

  • Experience with the Salesforce Service Cloud or a similar ticketing system is an advantage, but not a must. The same applies to our SaaS-solution TB.One.

  • You are a motivated, organised, and detail-oriented team player who is communicative and - most importantly - empathetic toward customers and colleagues in order to contribute positively to partners growth and the team's goals. 

  • You are fluent in German and English. You do not need to be a native speaker, but you can confidently explain complex topics and express yourself in both languages. 

YOUR RESPONSIBILITIES

  • You are the first point of contact for prioritised customers or channels who are experiencing technical issues.

  • You ensure accounts’ success by improving the product export ratio and resolving errors proactively and aligned with customers.

  • You enable partner success by assisting partners with TB.One, our SaaS-middleware, and linked platforms and improve the connections with partners to establish a technical setup for future growth opportunities.

  • You implement and execute a monitoring framework by developing systems for top accounts.

  • You research technical issues and either solve them or forward them to 2nd Level Technical Support. You closely collaborate with the commercial Success Management team to develop customers with technical consultancy.

  • You are responsible for customer communication. You support customers until their problem has been resolved

  • You give feedback to the product management team to highlight potential for optimisation

  • You are responsible for monitoring data that is exchanged between brands and channels and proactively point out problems to customers and channels. Together with key partners you optimise system connections and data steering to establish further growth opportunities from a technical perspective.

EMPLOYEE BENEFITS YOU’LL LOVE

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