Technical Account Manager

PAR MENU is seeking an accomplished Technical Account Manager to undertake a pivotal role within our Onboarding division. The primary responsibility will encompass providing technical oversight to key clients and supporting new product adoption. A fundamental requirement for this role is an unwavering commitment to optimizing team efficiency, emphasizing both the speed and precision of our responses.

Our ideal candidate will lead collaborative efforts among the Product, Technical, Solutions Architects and Support teams - this position demands proactive engagement across diverse organizational tiers to promptly and accurately secure requisite support and directions as situations warrant. Your primary goal will involve proficiently strategizing and guiding technical initiatives for our valued customers, encompassing Phase 2 implementation or transformations in the customer's tech infrastructure.

What You'll Do

• You will be the go-to primary technical point of contact for the CS team, providing expert guidance on technical queries and overseeing the management processes associated with these inquiries.

• Develop a comprehensive understanding of our customer base's tech stacks, actively supporting them in strategizing and implementing changes that would impact our platform's functionality.

• Oversee and support customer growth within our platform by managing the introduction of new features, store expansions, and post-Phase 1 implementations.

• Support the CS team in customer roadmap sessions as needed, presenting PAR MENU's future product direction, and gathering customer needs, working with CS teams to identify existing / upcoming initiatives to meet those needs.

• Identify opportunities for new product and/or feature development and work with Product & Tech teams to roadmap that development.

• Guide customers post-implementation, ensuring their independent usage of the PAR MENU Platform through tailored demonstrations within their environment.

• Fulfill any existing Query-based Reporting requests from customers to deliver insightful data on their usage of the PAR MENU Platform.

• Organize and execute comprehensive Knowledge Labs tailored to enhance customers' understanding of our solution's full capabilities.

• Assist the CS division in upsell opportunities, including product demos, drafting SOWs, and obtaining Product team approval for future integrations or developments.

• Deliver exceptional service to customers, fostering high value, satisfaction, and a strong inclination to maintain the relationship with PAR MENU.

• Manage technical relationships between PAR and 3rd party partners, working to optimize and streamline onboarding and launch processes.

What You'll Need

• 2-4 years of technical account management or technical support experience in B2B SaaS companies is preferred

• Experience in the restaurant tech space is highly prefered

• Impeccable verbal, written communication, and articulation skills with attention to detail

• Strong time and attention management skills and the ability to respond well under pressure and deadlines.

• Ability to prioritize and maintain focus on successful delivery of customer projects in a SaaS software delivery environment.

• History of managing a large portfolio of diverse customers with a focus on high customer satisfaction and advocacy.

• A good balance between a strategic thinker and a tactical professional who will advance the company towards the overall long-term goals.

• Development of thoughtful, actionable recommendations and quickly build consensus with senior-level internal and external stakeholders

• Entrepreneurial spirit, resourceful, self-starter in an ever-changing business •

• A strong sense of accountability and ownership

• Ability to travel up to 10-20% within the US•

• A Bachelor's degree in Computer Science, Engineering, or similar from an accredited institution would be a plus

The base salary range for this position is $60,000 to $80,000 USD 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.