Technical Account Manager

Technical Account Manager

Hybrid in Marietta, GA

Come build your career.

It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World™. Sound like you? Join our top-notch team of approximately 43,500 diverse and high-performing professionals globally who are making their mark on some of the world’s most beloved brands, including DEWALT®, BLACK+DECKER®, CRAFTSMAN®, STANLEY®, CUB CADET®, and HUSTLER®.

The Job:

Technical Account Managers (TAMs) are responsible for enhancing the relationship, growth, and issue resolution between the customer and CribMaster. TAM’s are the customer liaison for all post sales activities within CribMaster for their assigned accounts. A deep knowledge of CribMaster’s software and hardware offerings is required. TAM’s also facilitate critical projects such as hardware conversions and large-scale upgrades at multiple sites. They must have a can-do attitude and be a self-starter. You'll get to:

• Technical Support Case Reviews (Weekly Calls) - Review defects and enhancements with team.  Regularly scheduled time with customer helpdesk to understand Customer processes, needs, and close support gaps with CribMaster.
• Technical Services - Awareness of all professional services, implementations, and projects that are contracted through CM by customer. Serve as an escalation point on for Technical Services.  Act as lead for large customer projects when required.
• Customer Success and Sales - Weekly call with Customer Account Manager\Sales Manager to review planned shipments, current orders and any related order management or processing issues.
• Production - Single point of contact for all production issues. TAM will ensure that Quality Cases and or RMAs are created when necessary and represent issues with CribMaster’s Quality Team and Production Management Teams.
• Development - “Voice of Customer” To ensure that all customer defects and enhancement requirements are understood for development. The TAM provides progress of customer’s defects and enhancements to the customer team.
• Manage Customer Scorecard- Manage scorecard of internal processes at CribMaster and implement continuous improvement action plans to advance CribMaster\Customer relationships.

The Person:  

You love to learn and grow and be acknowledged for your valuable contributions. You’re not intimidated by innovation. Wouldn’t it be great if you could do your job and do a world of good? In fact, you embrace it. You also have: 

• Bachelor’s Degree or equivalent experience and two years of work experience.
• Demonstrated ability to troubleshoot software and hardware over the phone, or via e-mail.
• Grasp technical software and hardware concepts and learn quickly.   
• Experience and ability to work on his/her own without direct supervision
• Be able to make independent decisions on best way to solve problems for end users.
• Have outstanding customer relationship experience and skills
• Communicate effectively, explaining things in a logical manner, maintaining a professional demeanor. 

Desired Skills & Experience

• Experience with SQL, Access, MSSQL, and Excel.
• Familiarity with manufacturing and inventory a plus.
• Working experience with Salesforce.
• Understand how CribMaster or inventory management software is used in a manufacturing environment. 

The Details:

You’ll receive a competitive salary and a great benefits plan, including:

• Medical, dental, life, vision, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement in addition to programs & benefits in support of your well-being.
• Discounts on Stanley Black & Decker tools and other partner programs.

And More:

We want our company to be a place you’ll want to be – and stay. Being part of our team means you’ll get to:

• Grow: Be part of our global company with 20+ brands to grow and develop your skills along multiple career paths.
• Learn: Have access to a wealth of learning resources, including our digital learning portal.
• Belong: Experience an awesome place to work, where we have mutual respect and a great appreciation for a wide range of perspectives and experiences.
• Give Back: Help us continue to make positive changes locally and globally through volunteerism, giving back, and sustainable business practices.

What’s more, you’ll get that pride that comes from empowering makers, doers, protectors