Technical Account Manager

Technical Account Manager (hybrid) - Plano, TX

Welcome to Ziosk, where we empower restaurants to focus on what matters most: the guest experience!

Have you ever used a tablet to pay at a restaurant? We pioneered the pay-at-the-table concept and we’re cooking up a plan to transform the restaurant industry. Our recipe for success has been adapting and growing to exceed the needs of our clients, such as Olive Garden, Texas Roadhouse, Chili’s and more – helping them create an experience that keeps guests coming back. Today we have a full menu of solutions, from hardware to software to cloud-based and AI driven products, all focused on helping them create the best guest experience possible to grow their bottom line.

Our secret sauce? Our people! Every day, they’re cooking up bold solutions, making Ziosk the leading pay-at-the-table provider in the industry.

Want a seat at our table? Ziosk is looking for a highly focused Technical Account Manager (TAM) to help nurture and grow our relationships with our customers. In this role, you will be the internal advocate for these customers. This role requires someone that is willing to get engaged in any technical part of the business to help Ziosk's customers. The TAM will be engaged in assisting customers to meet their business goals by leveraging Ziosk technologies. The preferred candidate should be technically inclined, with a good understanding of POS, network, and Information technologies. This role will be involved in any high profile concerns the customer may have, as well as day-to-day execution, making sure appropriate resources are engaged to drive to a resolution and success.

The Main Course – Responsibilities 

• Assist the Client Director in ensuring the success of this customer.
• This is a liaison role providing the voice of the customer to Ziosk and the voice of Ziosk to the customer.
• Establish and maintain relationships with Operations, Marketing, IT, and other teams of assigned customers with a predictable cadence of meetings and communication.
• Incorporate understanding of involved technologies, network, and tools to act as the primary point of contact for issue escalations for assigned accounts.
• Manage the UAT process to gain timely approval of content and feature/functionality changes to the Ziosk software stack.
• This role requires regular hands-on work in a technical lab environment where changes are tested, validated and approved for release. This will also require in-restaurant testing and validation as part of the approval process from time to time.
• Review daily, weekly, and monthly deployed products and features to ensure all are fully functioning.
• Experience presenting to senior level executives.
• Effective writing skills are required, in particular for issue management communications and product documentation.
• Author training materials on behalf of, or with the customer for their internal training needs.
• Author presentations and customer-facing discussions and presentations as required.
• Be a customer advocate within Ziosk for the customer, highlighting specific issues and solutions to enhance the platform.
• Monitor Key Performance Indicators with customers regarding platform capabilities and review routinely with the customer.
• Regular review of customer environment health reports and support issues, be tenacious in identifying and resolving issues.
• Manage customer communication for high severity issues.
• Monitor high-profile issues providing status updates to create a frictionless customer experience.
• Create and maintain customer status reports, to provide the customer with a view into the heath of the environment, challenges, and development needs.
• Manage customer site inventory records, reporting health, and allocation of Ziosk equipment.
• Provide customers with status updates on new product enhancements and requested features, create, or assist in the training and product documentation for the customer(s).
• Work with the appropriate teams as needed to prioritize customer development requests and initiatives including proper documentation of the scope and provide estimates for projects as needed.
• Travel to customer sites as needed to support deployment, implementation, and training both in-restaurant and other as needed.

Core Technical Responsibilities

Own service delivery for customers:

• Partner with the Client Directors to create/manage an execution calendar to efficiently manage changes/updates.
• Content.
• Survey.
• Menu.
• Tickets.
• Change management.
• Features/Bugs/Software updates.
• Release management of software, content, etc.
• Make bundles efficient.
• Support escalations.
  

What You Bring To The Table – Qualifications

• Experience implementing an ERP, HCM, POS, or other system-level infrastructure systems.
• 7+ years working as an account manager, technical account manager, project manager or CSM.
• Given that this liaison role is embedded within the client, the candidate must be a self-starter and able to consistently resolve issues successfully.
• Experience with Atlassian suite (Jira, Confluence), NetSuite, Salesforce, Power BI is a plus.
• Familiarity with computer science, networking, engineering, or service industry terminology.
• Strong written and verbal communication skills and ability to hold audience-appropriate conversations, create effective presentations and document training materials or other customer support documents.
• Experience creating and maintaining customer/executive level status reports.
• Strong interpersonal relationship building skills.
• On call may be required for customer/incident escalations.
• Experience in the restaurant or hospitality industries is a plus and must be comfortable being hands-on in customer sites.
• Ongoing travel is required, so as to meet the needs of the customers.
• Bachelor’s degree and equivalent work experience.

Ziosk is an Equal Opportunity employer offering competitive benefits and compensation. Candidates must be eligible to work in the U.S. and be able to commute to Plano, TX daily. Applicants must be authorized to work for any employer in the U.S. No agencies or third-party recruiters, please.