Senior Technical Account Manager

OUR MISSION

At Redwood, we empower our customers with lights-out automation for their mission-critical business processes.

ABOUT US

Redwood Software is the leader in full stack automation fabric solutions for mission-critical business processes. With the first SaaS-based composable automation platform specifically built for ERP, we believe in the transformative power of automation. Our unparalleled solutions empower you to orchestrate, manage and monitor your workflows across any application, service or server — in the cloud or on premises — with confidence and control.

Redwood’s global team of automation experts and customer success engineers provide solutions and world-class support designed to give you the freedom and time to imagine and define your future. Get out of the weeds and see the forest, with Redwood Software.

CORE VALUES

One Team. One Redwood

Make Your Own Weather

Obsess over Customer Success

Work the Problem

Be Curious

Own the Outcome

Respect Each Other

YOUR IMPACT

As one of our Technical Account Managers (TAMs), you will be responsible for building and maintaining post-sales relationships with Redwood’s largest and most complex customers. You will be a trusted advisor to ensure successful implementations, that the assigned customers achieve targeted business benefits from their investment in Redwood, and that the customers serve as a positive reference and continue their implementation of Redwood’s software. Your technical abilities will be critical in identifying solutions, troubleshooting issues, and answering technical questions as they arise. TAMs are the customer’s primary liaison with Redwood and are accountable for identifying and directly addressing business and technical issues. They must marshal resources across the Redwood organization, coordinating interaction with the various Redwood departments through timely and effective management of the case resolution process, and will be the primary point of contact for escalations.

The TAM will develop and maintain a working knowledge of the technical architecture and business requirements of the assigned customers. By maintaining a long-term relationship with their customers, a TAM gains an understanding of each customer’s overall business, goals, and technical requirements, and can use this knowledge to identify opportunities for growth and expansion within the account. The TAM will become a trusted resource to address customer requirements. This position requires a strong technical background, excellent client and project management skills, proven ability to understand various technical workflows when needed. Successful candidates must be action-oriented and able to communicate clearly and effectively to both technical and business audiences at multiple levels.

• Builds and grows relationships with both technical staff and senior management in the Office of the CFO from the customer team.
• Partners closely with product management to ensure customer requirements are logged and appropriately prioritized and that future product direction aligns with the customer road map.
• Conducts Customer Health Checks to ensure customers are aligned to Redwood standards and best practices.
• Contributes to the knowledge base on lessons learned and unique issues experienced for any of their accounts.
• Facilitates Use Case Workshops to map Redwood solutions to critical finance and accounting processes. Identifies opportunities for additional value creation within accounts, contributing to growth and expansion.
• Ensures that all cases opened for their accounts are being actively worked on and progressing toward an expeditious resolution. Coordinates internal and external resources to drive escalations as needed.
• Identify potential areas of risk and actively build get-well plans to reduce contraction and churn within assigned accounts.
• Travel may be needed up to 10 percent of the time.

Customer Relationship Management

• Manage all post-sales activity for customers through strong relationship-building, product knowledge, planning, and execution.
• Maximizes the value of the customer's investment in Redwood’s products and services.
• Acts as a single point of contact for all support requirements as they pertain to the assigned customers' environment.
• Ensures effective ownership, communication, coordination, and facilitation of support service activities between the customer and support teams, product management, and account teams.
• Increase customer retention by conducting regular check-in calls for tactical items, Use Case Workshops, and Business Reviews.
• Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs as it relates to finance and accounting use cases.
• Direct the delivery of customer technical services to achieve high customer satisfaction and trust.
• Track accounts to identify churn risk and work proactively to eliminate that risk.

Project Management

• Coordinate cross-functional Redwood project teams, which could consist of professional services consultants, finance automation SMEs, product management, engineers, and support staff
• Develop and manage a strategic development plan for your customers, including the identification of opportunities for growth.
• Escalate issues as necessary for confirmation action plan, resolution or other options as needed.
• Manage resources to achieve the most effective method of problem resolution by directing internal technical services engineers.

Customer Advocacy

• Function as the voice of the customer and as the customer advocate, provide internal feedback on how we can better serve our business and enterprise customers.
• Work closely with product management and engineering on the identification and tracking of new feature requests, product enhancement requests, and bugs.

General

• Establish and maintain working relationships with internal teams, including sales, account management, professional services, product management, and support.
• Maintain current functional and technical knowledge of the entire Redwood product line.
• Manage and drive competing requests across simultaneous client engagements.
• Provide clear and constructive product feedback to product management based on customer requirements.
• Help to document best practices in developing and deploying Redwood solutions.
• Participate in internal projects that help scale the group, document and implement best practices, and improving our methodology and quality of implementations.

YOUR EXPERIENCE

• Excellent written, verbal, and presentation skills appropriate to both technical and management clients, including effective interaction with technical architects to senior executives.
• Strong organizational skills with an ability to manage competing client demands, multiple priorities, commitments, and projects.
• Strong analytical skills regarding technical and project management issues
• Minimum 3-5 years experience in a customer-facing environment such as sales, technical consulting or enterprise customer support.
• Ability to troubleshoot technical issues at a high level to determine the appropriate path to resolution.
• Exemplary customer service attitude with business development and customer relationship management experience.
• Ability to facilitate and harness cross-team collaboration working with teams in person and virtually.
• Bachelor’s degree in Computer Science, Information Systems, Engineering or equivalent experience.

• Experience with Java Script, SAP ABAP, SQL Developer, or similar are preferred.

• IT business process skills and certifications (PMP, ITIL, Six Sigma, etc.) are preferred.
• Understanding of accounting process workflows.

Soft Skills

• Strong personal drive for ensuring customer success with a proactive focus.
• Strong background in a dynamic, problem solving, customer service environment.
• Flexibility, integrity and creative problem-solving skills.
• Outstanding verbal and written communication skills.
• Ability to work in a fast-paced environment with multiple projects under tight deadlines with a can-do attitude.
• Ability to articulate technical issues in a meaningful way to both team and executive-level management.
• Must be capable of dealing confidently and professionally at the executive level with Customers.
• Must be a team player and build good working relationships across all functions.
• Wears the ‘Customer Advocate’ hat at all times.
• Leads by example and demonstrates Redwood’s Core Values every day.