Technical Account Manager - Jobs in Gatineau, QC

Job Description

Technical Account ManagerAt SMITH, we develop world-class experiential commerce solutions to help brands architect the most relevant, friction-less commerce experiences possible. We work at a high tempo, we collaborate, we’re passionate about our work with clients and we deliver.The market demand for our services has fueled our growth. Were currently seeking a talented Technical Account Manager with eCommerce experience that thrives in a fast-paced environment to join our team. The team delivers digital commerce and marketing solutions that create engaging and interactive brand experiences.The Technical Account Manager plays a vital role in keeping Support clients activities on task. You will manage the entire Client solution lifecycle, possibly for multiple clients, from defining business objectives and project plan to managing successful execution and deployment—all while meeting strict deadlines and ensuring budgetary obligations. As an effective leader, you will oversee a Support team of complex, cross-functional resources to an acceptable level of risk by balancing scope, time, cost, customer needs, satisfaction, and qualityWho You Are

• An eCommerce professional with experience operating and support enterprise level platforms, Hybris preferred
• A detail-oriented self-starter, an exceptional listener, and a skilled communicator (both verbal and written)
• A highly organized, mature problem-solver with sharp business acumen and in-depth knowledge of eCommerce concepts
• Articulate, direct and customer facing. You have the ability to present ideas in user-friendly language while keeping the customer’s needs front and center.
• Leads Support team effectively through to SLA obligation expecting nothing less than excellence
• A positive team player with proven ability to motivate and lead their team
• A skilled decision-maker
• A polished presenter
• Results-oriented
• Adaptable to technology and platform changes
• Experienced in customer management

What You’ll Do

• Develop, manage, and document (in the agreed format) all production release, SLA, milestones, estimates, and budgets for customer-assigned projects
• Deliver Solution outputs in accordance with clients release plans, costs, and expectations
• Manage release scope, identifying, defining, and communicating risks and change requests before taking appropriate action to minimize impact on project success
• Focus on prevention of slippage and overrun. Early identification(weekly basis) of risk with suitable and proactive mitigation plans that are actively managed
• Manage the test and acceptance process to attain customer sign-off
• Collaborate on RFP/new enhancement request responses and estimates for your customers
• Serve as customer’s primary point of contact to manage customer expectations and communications (including timetabled and ad hoc meetings), ensure that the customer is informed on the project status, and obtain customer approval and sign-off on all major deliverables
• Manage the Support project team, including assigning individual project tasks, holding regular meetings to monitor progress, and ensuring all time sheets are completed on time
• Coordinate input from all project members, including third-party suppliers and customer staff, to ensure successful delivery
• Ensure that all work is produced in accordance with appropriate processes and that opportunities for improvement are identified and agreed upon
• Ensure the relevant repositories are updated and maintained
• Conduct regular meetings with Application manager to report project progress
• Stay alert to upsell opportunities and upon discovery, advise the Manage services leads of potential new business opportunities with the customer

What We Look For

• 2+ years experience with implementation of eCommerce platforms, Hybris preferred
• Experience working in Agile and Waterfall software development environments
• Experience with issue and bug management systems such as the Atlassian suite (e.g., JIRA, Confluence)
• Working knowledge of Microsoft Office and Microsoft Project
• Experience in a professional services and support organization
• Experience working in a fast-paced organization with competing project demands and running multiple projects simultaneously
• Willing to work outside business hours when releases require it
• Experience with project management principles, processes, tools, and techniques
• A proven understanding of corporate account business needs and knowledge of support industry is required
• Excellent oral and written communication skills
• Expertise in utilizing conflict resolution to lead staff and resolve issues with customers to ensure solution support goals and contractual agreements are met and customer requirements are fulfilled
• The prudence to leverage project governance and escalation processes as needed to meet project SLA
• Ability to gasp customers’ needs and suggest timely solutions and upsale capability
• Solid technical background with hands on experience in digital technologies/E-commerce Website/Growth and Optimization
• Analytics and UX understanding or experience
• DevOps understanding/expertise
• Strong problem solving skills

SMITH | The Architects of Future CommerceThe next big thing isn’t what you’ll buy, it’s how you’ll buy it. SMITH is a values-driven digital transformation agency with one mission: to make buying and selling awesome. For more than 20 years, SMITH has worked in partnership with the worlds most respected B2B and B2C brands to deliver better business outcomes with design thinking and technology enablement that puts their customers at the center. Key partnerships with technology platforms include SAP Commerce (formerly Hybris) and Adobe AEM. We have the strategy, creative and the technology talent to deliver content and commerce solutions for some of the most recognized brands on the planet including AT&T, Microsoft, Barnes & Noble Education, Best Buy, Cisco, TopGolf, CDK Global and Honeywell. Our unique ownership structure is based on a philanthropic foundation which allows us to focus on client outcomes before quarterly earnings reports and empowers us to make decisions focused on helping our clients and not quarterly earnings reports with our profits enabling socially beneficial programs. SMITH has offices in Dayton and Ottawa-Gatineau along with our remote workforce distributed throughout the United States and Canada. Learn more at http://www.smith.co/.Quick Apply

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