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Technical Account Manager
St. Louis, MO
Job Overview

This role is responsible for identifying and delivering business solutions by providing product and technical expertise to both prospects and existing customers.

The Technical Account Manager participates in the sales process demonstrating the value and benefits of Deck Commerce to pipeline opportunities. Upon engagement, the Technical Account Manager facilitates requirements gathering with stakeholders based on business objectives resulting in project specifications and solution designs. The Technical Account Manager works with the account team on active projects coordinating execution, communications and issue management. And upon launch and beyond, the Technical Account Manager facilitates account management and drives alignment with customers on relevant growth strategies.

This role requires an expert understanding of the Deck Commerce solution and how it can be leveraged/flexed to meet business objectives. The position must maintain an understanding of key industry trends and differentiators between Deck Commerce and competitors.

The Successful Candidate Should Have the Following Skills & Experience:
  • Expertise in Deck Commerce OMS
  • Experience implementing and supporting Deck Commerce
  • Ability to lead activities such as requirements analysis, business process design, gap/fit analysis, user training, project management, and product support
  • Strong verbal, written and presentation communication skills
  • Strong client management, engineering and/or consulting skills
  • Experience with omnichannel order management, eCommerce, or retail operations
  • Worked with multiple cross functional teams developing and implementing solutions
  • Familiar with system integrations and APIs frameworks
  • Experience in a technical pre-sales,consulting, and post-sales solutioning
  • Self-managed,responsive, and dedicated to a partnership mentality
  • Bachelor’s degree or equivalent work experience
Primary Responsibilities include the Following:
  • Establish oneself as a trusted advisor to Deck Commerce customers/prospects.
  • Build expert knowledge and represent oneself as a subject matter expert for the Deck Commerce solution and related service offerings.
  • Assist the sales team in communicating and demonstrating the value of Deck Commerce.
  • Support the transition from sales to onboarding by providing solution assessments and strategies that align standard product functionality with the customer’s goals and business requirements.
  • When needed, facilitate the solutioning processes for customer-specific functionality.
  • Facilitate the creation and coordination of SOWs, project specifications, project plans, required team structure and team assignments.
  • Ensure projects are executed in accordance with industry best-practices and customer expectations.
  • Support project teams with stakeholder alignment and managing risks and issues.
  • Support the transition from onboarding to support by coordinating outstanding issues, training and user adoption, customer roadmaps, and any other outstanding account-related items.
  • Provide on-going consulting advice related to system utilization, process optimization, service level agreements, and issue escalation.
  • Support the customer through strategic planning, revenue expansion, and contract renewals.
  • Provide support to sales team related to RFIs and RFPs
  • Represent and advocate as the voice of the customer to internal teams.
  • Assist in creating and delivering solution presentations highlighting Deck Commerce product and service offerings.
  • Work with cross-functional teams to develop strategies and solutions to improve product functionality and service offerings.
About Deck Commerce
Deck Commerce is an Order Management System engineered for omni-channel commerce. The cloud-based platform connects front-end shopping channels with back-end business systems and optimizes the processes for fulfilling and servicing orders. This enables retailers and branded product companies to grow revenues and improve customer engagement by delivering modern shopping experiences. Deck Commerce powers leading brands such as New Balance, Rawlings, Build-a-Bear and more.
Why Work for Us?
If you thrive in a team-focused, innovative environment and have a passion for technology, eCommerce, and amazing service, then Deck Commerce is the place for you. Our approach with customers is grounded in long-term success, and we take the same approach with our employees by prioritizing work-life balance and professional development. We value a strong company culture and offer excellent pay and benefits.
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