Technical Account Manager (SAAS Customer Success)

Position Description

As a Technical Account Manager (TAM) at PAR Technology Corporation, you will be responsible for managing a portfolio of enterprise client accounts. You will leverage your customer-facing skills and technical acumen to help our enterprise clients ensure they are getting the most out of their POS, back-office solution, and payments. You will provide proactive advice and guidance to help our clients identify potential ways that PAR products can address specific areas of need within their business, as well as provide high-quality technical support assistance where needed. You will work closely with our clients to build strong relationships, assist them in identifying new features and functionality that will drive efficiencies in their business, and ensure customer satisfaction.

Position Location: Remote, US near one of our PAR offices in

San Diego, CA

Chicago, IL

Austin, TX

New Hartford, New York

Philadelphia, PA

• This position will require ~15% travel
  
  

Reports To: Manager, Technical Accounts

What We’re Looking For

• 4-year technical degree or equivalent experience in a related field
• 2-3 years experience with POS and back office software for restaurants
• 1 years of demonstrated implementation experience in an enterprise technology environment with experience delivering to large, complex enterprise customers
• Strong listening skills, customer orientation, and attentiveness to customer needs
• Natural relationship builder with empathy for clients
• Strong problem-solving skills and ability to prioritize competing priorities.
• Ability to support multiple, concurrent initiatives with multiple stakeholders
• Self-motivated with a track record in customer multi-unit implementations
• Ability to self-train, to stay current with the technology and security in restaurant and retail industries
• Previous experience in the Hospitality industry in a management role preferred
• Comfortable working in a dynamic, agile technical organization with a growing customer base
  
  

Skills You'll Need

• Experience engaging with and presenting to C-Level executives
• Excellent customer service and interpersonal skills
• Strong operational, project, and time management skills
• Excellent verbal and written communication skills to communicate with technical, non-technical, and diverse customers
• Ability to work cross-functionally and influence without direct authority
• Strong consulting, organizational, and process improvement skills
• Strong analytical, critical thinking, and problem-solving skills
• Solid knowledge of application design, database tools and relevant computer applications within the restaurant and hospitality industry preferred
• Familiarity with web API’s
• Ability to manage ambiguity and apply problem-solving skills to unique situations
• Capability to communicate financial and technical concepts and specifications clearly and efficiently
  
  

Unleash your potential: What you will be doing and owning:

• Develop and nurture strategic relationships with key enterprise client stakeholders to understand a client’s business needs.
• Proactively facilitate client-facing conversations, providing essential information, direction, timelines, and technical expertise.
• Drive and maintain client adoption of PAR products after the implementation phase.
• Collaborate with clients to plan and execute new feature rollouts, partnering with Technical Services and Implementations teams for success.
• Conduct business reviews with c-level executives.
• Advocate for client needs by delivering requests regularly for review with effective business cases.
• Collaborate and consult with internal departments including Technical Services, Support and Product to resolve critical and/or complex technical issues and needs for clients in a timely manner.
• Maintain a working knowledge of client operations to facilitate problem resolution and educate support teams.
• Effectively deliver training to end users where needed
• Effectively communicate on issues or complex information to a wide audience based on product knowledge
• Ensure ongoing client retention and renewals.
  
  

Interview Process

• Interview #1: Phone Screen with Talent Acquisition Team
• Interview #2: Video interview with the Hiring Manager (via MS Teams)
• Interview #3: Video interview with the Team (via MS Teams)
  
  

Compensation

The base salary range for this position is $75,000 to $90,000USD per year commensurate with work location, experience, skills, certifications, education, and prior accomplishments. The position may be eligible for additional compensation, including a bonus, commission and/or equity, as applicable.

Perks And Benefits Hot Off The Grill

• Unlimited PTO (Exempt Employees)
• Healthcare Benefits
• Fitness/ Wellness Reimbursement ($300/year)
• Internet Stipend (Remote employees)
• Employee Stock Purchase Program
• 401k Match