Senior Technical Account Manager
- San Mateo, CA
ShopRunner is a members-only service for online shoppers that provides unique benefits across hundreds of the best online stores. ShopRunner's members save time and money with benefits including free 2-day shipping with no minimum order, free and easy return shipping, exclusive member offers, and easy 2-click check out.
ShopRunner enables its retail partners to offer superior benefits to highly sought after online shoppers, delivering significant new sales and customer acquisition while increasing conversion of existing customers.
By providing ShopRunner’s meaningful benefits to members, retail partners—including Neiman Marcus, Cole Haan, Diesel, Toys”R”Us, American Eagle Outfitters, Brooks Brothers, Tommy Hilfiger, PetSmart, Anne Klein, GNC, and RadioShack—are better positioned to compete in today's marketplace.
DESCRIPTION& SKILLS: We are looking for a talented Technical Account Manager who brings world-class technical support abilities to join our Partner Integration Team. As a Technical Account Manager, you will manage a portfolio of ShopRunner Retailers and will be responsible for coordinating and reporting on their post‑launch technical support related activities. This is an ideal opportunity for someone to come in, define and perform the role, eventually growing with the company from its current portfolio of a 100 Retailer sites to more than double that in the next couple of years. Working closely with the development teams, you will manage technical issue triage, through to resolution, and provide issue related reporting, eventually to service level definition.
Act as the primary point-of-contact for post launch technical support related activities.
Build strong and positive relationships with customers.
Lead cross-functional teams to ensure support contacts are resolved in a timely and professional manner and meet service level agreements.
Ensure issues affecting a broad merchant base or prominent retailers are escalated and resolved appropriately.
A Bachelor’s degree is required preferably in Computer Science or a related technical major. 2+ years of experience with technical account management or support is required. You must be strong technically and have the analytical ability to dive into issues and determine solutions. Working with several partners will require an ability to manage competing priorities. The ability to build positive working relationships with the Partners is a requirement. Experience with eCommerce and mobile commerce environments is a big plus.