Senior Technical Account Manager

ESW • Jersey City, NJ

93d • Hybrid

About The Position

As a Senior Technical Account Manager (TAM) within the Delivery Services team, you will be responsible for building and maintaining strong Solution relationships with key contacts across a portfolio of strategic clients. You will serve as the primary technical liaison, ensuring our clients have a deep understanding of ESW's Solution capabilities and receive expert support on technical growth opportunities & issue triage. Your role will be pivotal in ensuring seamless solution roll-out, troubleshooting technical challenges, and identifying the most effective ways to implement ESW's new products and innovations within each client's technical environment. This role brings technical expertise and a solutions-oriented mindset to our Strategic Accounts. It is designed to reduce dependencies on other departments in resolving complex customer issues and answering frontline technical questions, thereby improving responsiveness to client needs in a fast-moving eCommerce business. Lost time = lost revenue. With a 360-degree view of our clients and a deep understanding of ESW products and services, this role will deliver higher-quality outcomes more efficiently. Additionally, the TAM will help identify improvements in internal and external communications, ensuring better ways of working across key linkage groups and with clients. This role will reinforce our commitment to the ESW-Client partnership and improve overall relationships, as reflected in direct feedback, client advocacy, and NPS scores.

Requirements

• Strong knowledge of API-based integrations, web technologies, and troubleshooting methodologies
• Enjoys engaging with clients, understands their perspective, and can recommend a win-win path forward
• Excellent ability to communicate complex technical concepts in a clear and business-friendly manner
• Strong analytical skills and a proactive approach to addressing client challenges
• Passionate about quality and will be the champion for the customer internally
• 8+ years of experience in a technical account management, solutions engineering, product management or integration support role within eCommerce, fintech, or SaaS industries
• Experience in international eCommerce, cross-border payments, or logistics is a plus
• Fluency in English; additional languages are a plus

Responsibilities

• Presenting new solution and feature proposals, including client impacts & implementation requirements
• Being responsible for agreeing and rolling out client roadmap items as outlined in the strategic account plan
• Taking note of the client's solution issues
• Establishing a direct relationship with the client's technical and product teams
• Working closely with internal teams (Product, Engineering, Business Functions and Client Success) to advocate for client needs, ensure seamless product adoption and functional closure of agreed deliverables
• Staying up to date on ESW's evolving product offerings and industry best practices to provide value to clients continuously
• Bringing thought leadership that will improve our ways of working with our clients
• Driving process improvement within the Technical Account Management team, ensuring process and delivery evolution
• Being a positive leader within the teams, taking opportunities to mentor fellow team members on best-in-class client practices

Benefits

• Competitive salary and benefits
• Professional and personal development
• Hybrid working
• Diversity, Belonging & Inclusion

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees