Technical Account Manager

Company Overview  

LIDD is a leading supply chain management consulting firm. We design complex distribution centers and logistics systems to help companies move goods more efficiently. Our clients are manufacturers, distributors and retailers, including many brand names in food & beverage and consumer goods. From our offices in Montreal, Toronto, Los Angeles, Atlanta and Seoul, we tackle challenging projects in a fun and supportive environment.

Our Diversity Statement

LIDD is an equal-opportunity employer. When you join our team, you'll feel like you belong regardless of your ethnicity, religion, race, origin, gender, sexual orientation, age, marital status or disability. Let us know if you need accommodation during the recruitment process.

In this role, your main responsibilities are:

Our Technical Account Manager serves as a client-facing expert managing relationships, focusing on building long-term partnerships, and driving the successful adoption of technology solutions.  Responsibilities include understanding client needs, providing technical insights, ensuring successful support of warehouse systems, and fostering growth through sales and service enhancements. This role bridges the gap between technical support and agile delivery, combining elements of a first-level technical advisor with the coordination and facilitation strengths of a Scrum Master.

• Strengthen long-lasting relationships with 5-10 client accounts that are actively using warehouse technology solutions implemented by LIDD project teams.
• Engage with the client’s warehouse operations and/or technical teams as part of their continuous improvement processes.
• Guide cross-functional teams through Scrum practices. Plan sprints, manage weekly stand-ups, and monthly retrospectives effectively.
• Act as the main point of contact for clients when they face technical issues. Ensure they are receiving adequate support and coordinating with LIDD’s internal teams as necessary.
• Act as a trusted advisor, translating client business needs into effective warehouse technology solutions.
• Help clients prioritize enhancements to their technology solutions, which can be done with setup or development.
• Ensure timely and successful delivery of solutions, collaborating with internal teams to meet project objectives and with clients to test bug fixes, developments, and new processes.
• Manage deployment cycles
• Identify opportunities for upselling and cross-selling new services and technologies within existing accounts.

Essential Skills

• Strong verbal and written communication skills to present and influence clients and stakeholders.
• Strong analytical and problem-solving skills to address complex client challenges effectively.
• Ability to understand system behaviors and troubleshoot software-related issues
• Ability to build trust and strong relationships with key stakeholders at all levels of an organization.
• A deep understanding of warehouse operations, supply chain management, and relevant technologies.
• Ability to understand and meet client needs, ensuring their satisfaction and success with the technology.
• Proven ability to drive client satisfaction and client retention.
• Excellent organizational skills to manage multiple client accounts and prioritize tasks in a fast-paced environment.

 Requirements:

• Bachelor's Degree in Business, Finance, Computer Science, Information Systems, Engineering, Math or related field.
• Ability to travel within the U.S.A. and Canada up to 50% of the time.