Account Manager

Retail Technology Group Inc•Fenton, MO

About The Position

Retail Technology Group is a leader in the Point of Sale Industry providing end-to-end technology solutions for a vast number of major retailers. At RTG, our customer focused approach and strong commitment to Service Excellence has enabled us to be a leader in offering advanced product and support services that are tailored to meet our customer’s needs for over 20+ years. Our goal is to provide clients a “single point of sale” as they pursue solutions to meet the challenges faced in delivering technologies that are ever evolving within our industry. Are you someone who thrives on building strong customer relationships and keeping things running smoothly behind the scenes? We’re looking for a an Account Manager to join our Operations Team and serve as a trusted point of contact for our customers. Working under the direct supervision of the Manager of Customer Success, this role is critical to ensuring our customers receive exceptional service, timely communication, and proactive support throughout their lifecycle with us.

Requirements

2–4+ years of experience in account management or customer-facing roles supporting technology solutions (preferred)
Strong ability to prioritize multiple tasks and work independently with minimal supervision
Excellent written and verbal communication skills
Analytical thinker with strong problem-solving and critical-thinking abilities
Comfortable working in a fast-paced, dynamic environment
Experience in a high-volume, phone-based customer service environment
Proficiency with MS Office; NetSuite experience is a plus
Assertive, results-driven approach to managing complex or challenging issues
Strong negotiation skills
Direct, honest communication style with high integrity
Creative and analytical mindset when resolving issues quickly
Ability to work independently and take ownership
Bachelor’s degree in Business, Communications, or a related field—or equivalent work experience
Minimum of 2 years in a customer service environment with high phone interaction

Nice To Haves

Background in Retail, Hospitality, or Restaurant environments is a strong plus

Responsibilities

Serve as the primary point of contact for customer service needs, building long-term, trusted relationships
Anticipate customer needs and ensure service expectations and SLAs are met
Monitor and manage client engagement, including surveys and feedback
Act as a liaison between customers and internal teams (support, billing, sales, onboarding)
Assist with break/fix orders, pre-payment orders, and issue escalation
Identify opportunities for future revenue through upgrades and support services
Monitor daily SLA performance and open call status; coordinate with dispatch, support, purchasing, and repair teams
Communicate SLA analysis internally and externally
Monitor NetSuite dashboards related to account management
Identify trends that could negatively impact customers and collaborate with internal teams to resolve issues
Manage customer communications related to outages and account changes