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Technical Account Manager

3 months ago

London, UK, United Kingdom Reply Full time
Technical Account Manager

About Logistics Reply:
Logistics Reply is the Reply Group company that specialises in supply chain software. Its solutions are based around LEA ('Logistics Execution Architecture'), the world's most advanced Supply Chain platform - which uniquely utilises cloud-based 'microservices' to offer a bespoke suite of software solutions that are designed to bridge the gap between real-world operations, and the need to provide real-time visibility across all stages of the supply chain: from Manufacturer to Warehouse/DC, through to Retail Store/Customer Delivery. Top brands and suppliers across Fashion, Food, General Merchandise, 3PL's and Manufacturing choose LEA as it is specifically designed to be agile, flexible, quickly adaptable and configurable to their individual requirements - whilst complementing their existing systems frameworks.

Role overview:
The Technical Account Manager will be responsible for managing up to 100 UK-based customers, ensuring high levels of customer satisfaction and retention, and achieving targets related to Annual Recurring Revenue and Professional Services Budgets. Key responsibilities include overseeing customer onboarding, account growth, acting as a point of escalation for project and support issues and regular monitoring of account and service metrics.

Our solution suite includes solutions for Warehouse Management (WMS), a Supplier Portal ('Scan & Despatch'), Dock Scheduling, Yard Management, Hub and Network, Resource Planning, Last Mile, Dropship (Supplier-Direct Fulfilment), In-Store Picking, Store Logistics (RFID) and End-To-End Visibility.

Logistics Reply's solutions are recognised in Analyst reports such as Gartner (WMS and Yard Management) and Nucleus Research. In Gartner we are recognised as a Visionary: "an innovator that prototypes, commercializes and delivers new capabilities such as microservices, wearables (e.g., smart glasses and augmented reality), drones, real-time locating, MHE automation, micro fulfilment center support, drop shipping and store logistics."

Our primary industries are Retail (Fashion / Food / General Merchandise), 3PL / Logistics, Manufacturing and Automotive and we are proud to serve some of the world's largest brands, in the UK, Europe and worldwide.

Responsibilities:
  • You'll have ownership of up to 100 customers in the UK with responsibility for the ARR/ Professional Services Budget achievement, client satisfaction, Onboarding, account growth, customer satisfaction and retention
  • To regularly monitor key account and service metrics, providing detailed reports to both clients and internal stakeholders
  • You'll provide Billable / Non-Billable Technical and functional consultancy and support to your customers to help maximise their Return on Investment. You will offer expert advice and tailored solutions to meet these needs effectively
  • As a Technical Account Manager, you'll assist clients in setting and achieving critical goals and KPIs, ensuring alignment with their strategic objectives
  • Facilitate seamless communication and cooperation between clients and internal teams, including technical support, sales, and Product development, to enhance customer satisfaction
  • You will collect and relay customer feedback to relevant teams for product and service enhancement, contributing to continuous improvement of our SaaS offerings
About the candidate:
  • A minimum Bachelor's degree in Business Administration, Computer Science, Engineering, or related field
  • Proven work experience (3+ years) as an Account Manager, Key Account Manager, Sales Account Manager, or relevant role, preferably in the SaaS or logistics industry
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
  • Proven ability to manage multiple account projects at a time while paying strict attention to detail
  • You can demonstrate excellent listening, negotiation, communication and presentation skills paired with f unctional and / or technical customer facing consulting skills
Reply provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type regardless of age, sexual orientation, gender, identity, pregnancy, religion, nationality, ethnic origin, disability, medical history, skin colour, marital status or parental status or any other characteristic protected by the Law.