Enterprise Technical Account Manager (Flooring Industry Focus)

The Role We are seeking an experienced Enterprise Technical Account Manager (TAM) with a strong background in the flooring industry to join our team in North America. In this pivotal role, you will guide a strategic portfolio of enterprise clients, with a primary focus on a major enterprise partner. You will act as a trusted technical advisor, ensuring seamless implementation, adoption, and optimization of our SaaS solutions — with a proactive approach to customer success and relationship management. Expertise in RFMS, Broadlume, or Pacific Solutions is highly desirable, along with deep knowledge of the flooring industry's unique operational needs. You’ll partner closely with client stakeholders to anticipate technical requirements, drive performance improvements, and deliver exceptional customer outcomes. Key Responsibilities: Enterprise Client Management & Stakeholder Engagement

• Lead the relationship with a primary enterprise partner, serving as the central point of contact for technical guidance, strategy alignment, and operational excellence.
• Proactively manage client expectations, build executive-level relationships, and drive continuous value delivery. Flooring Industry Expertise
• Leverage deep industry knowledge to consult on best practices, system configurations, and integrations specific to flooring businesses.
• Apply expertise in RFMS, Broadlume, or Pacific Solutions to accelerate customer success. Estate Hardware Planning
• Collaborate with clients to optimize their hardware infrastructure for our software solutions, ensuring compatibility, network efficiency, and optimal performance. Voice of the Customer
• Represent the customer’s technical needs internally, acting as their advocate to align product development and service enhancements. Bug Reporting & Resolution
• Act as the primary liaison for issue reporting and resolution, driving timely fixes and transparent communication with clients. Software Version Management
• Manage the rollout of new software versions, including scheduling, testing support, and customer enablement through training and documentation. Technical Support & Consulting
• Provide high-level technical support and consultancy to enterprise users, working in tandem with internal support teams to maximize solution value. Performance Monitoring & Reporting
• Track and report on technical performance metrics, delivering actionable insights and regular reviews to enterprise clients. Incident & Escalation Management
• Serve as the first line of response for critical incidents, managing resolution processes and maintaining clear, proactive client communication. Feedback Loop for Product Improvement
• Gather and analyze customer feedback, influencing product enhancements and service strategies. Qualifications:
• Bachelor’s or Master’s degree in Computer Science, Information Technology, Engineering, or a related field.
• Minimum 5 years of experience in technical account management or IT consulting within the SaaS or enterprise software environment.
• Proven experience in the flooring industry is essential.
• Familiarity with RFMS, Broadlume, or Pacific Solutions is highly preferred.
• Expertise in hardware planning, cloud technologies, software migration, and incident management.
• Strong problem-solving skills, with the ability to manage complex projects and customer needs.
• Excellent communication and executive-level client relationship management abilities.
• Proficiency in technical monitoring and reporting tools.
• Experience in software version upgrades, bug resolution processes, and migration planning. Working for us At Cyncly, we’re a global family that collaborates with humility and respect for one another. With more than 2,400 employees around the world, we not only recognize our diverse perspectives, we champion our different outlooks and firmly believe it to be what makes us better together. You can expect to work in a supportive and nurturing environment, with experts in their fields who strive for quality and excellence without compromising others. We also believe in a flexible and autonomous working environment, focused on the continual growth of our employees. Diversity of experience and skills combined with passion is a key to innovation and brilliance, so we encourage applicants from all backgrounds to apply to our roles. That’s who we are: A team that recognizes our strength is in working together to not only get things done, but also lead the industry with a bold approach that’s dedicated to making our customers better. Come join us.