Sr. Technical Account Manager
About The Position
The Senior Technical Account Manager is the lead customer contact for a major oil customer, providing leadership, guidance, and oversight to drive customer success and retention. The role assesses and reports on customer service-level agreement obligations, analyzes payment-system equipment trends and Authorized Service Contractor (ASC) performance, and prioritizes closed-loop requirements. The position applies technical expertise to service monitoring and closed-loop processes, manages ASC dispatches and performance, and establishes procedures for meeting service-contract requirements. It leads cooperative business planning and process improvements, supports site management and help-desk operations, and turns root-cause technical analysis into actionable results. The role also tracks work orders and data, works toward margin and scorecard targets, and supports the financial success and timely delivery of assigned programs and projects while maintaining customer satisfaction.
Requirements
- Four-year undergraduate degree in Business, Marketing, or equivalent experience.
- Demonstrated project-management skills.
- Proficiency with Microsoft Office, including Excel, Word, Visio, and PowerPoint.
- Excellent customer-service and verbal and written communication skills.
- Ability to drive results effectively.
- Ability to use resources effectively to meet customer contractual requirements.
- Strong technical knowledge of Gilbarco Veeder-Root equipment.
- Analytical capability.
Nice To Haves
- Experience with Microsoft Office Suite Power BI and App.
Responsibilities
- Monitor service deliverables for closed-loop processes on a daily, weekly, monthly, and annual basis.
- Manage Authorized Service Contractor (ASC) dispatches, including tracking open cases, aging, status, estimated completion times, and resolution updates.
- Establish procedures to ensure compliance with and delivery of customer service-contract requirements.
- Lead cooperative business planning, including establishing service-performance targets with the customer, identifying and implementing quality and process improvements, and regularly reviewing metrics and action plans.
- Manage site activities, including tracking additions and removals, ASC response times and performance, site escalations, ASC technical support, POS/alarm-related projects, and help-desk standard-work updates.
- Implement and manage root-cause technical analysis, analyze data, and develop actionable solutions through closed-loop processes.
- Assist with and monitor Support Center activities for 24/7/365 help-desk responsibilities and off-hour calls during assigned holidays or other required days.
- Maintain work-order tracking and data management to monitor ASC performance.
- Achieve margin targets through cost-control measures and meet scorecard KPI targets with the end customer and Invenco by GVR departments.
- Ensure the financial success of assigned programs and projects, meet committed delivery dates and measures, and cultivate ongoing customer satisfaction.
- Provide customer presentations and training where applicable.
- Travel if needed.
Benefits
- Medical, dental, and vision insurance.
- Disability and life insurance.
- Family-planning programs through Maven Clinic.
- Diabetes-management support through Livongo.
- Women's health coverage.
- Adult and elder-care support.
- Paid parental leave.
- 401(k) plan with company matching contributions.
- Paid time off of up to 15 days each year.
- 13 paid holidays, including 3 floating holidays.
- Paid sick leave.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
