Technical Account Manager

BirchStreet Systems

The Role

Responsibilities

As a vital part of the Account Management Team, as a Technical Account Manager you will have the primary responsibility for evaluating, maintaining, and improving the technical health of customers after implementation. This involves working internally and externally coordinating tasks, aligning other Technical Account Managers, directly addressing concerns from the customer in partnership with internal BirchStreet departments to ensure the successful resolution of concerns. Knowledge of BirchStreet modules, platform functions, client specifications, and our technology stack is essential to this position.

Responsibilities will include

• Production Health Checks

• Review of Application Use -

a) Metrics in a period of time to understand cadence of use. (e.g. #PO’s, REQ’s, Invoices, IMS, etc.)

b) Metrics to further analyze and action based on customer objectives.

• Post Deployment Requirements or Business Changes.
• Audit Customer company or marketplace based on the escalations.

• Customer Support & Technical Ownership

• Serve as the main technical point of contact for assigned enterprise/hospitality customers.
• Manage day-to-day queries, escalations, and technical requests through email, calls, and ticketing tools (Salesforce/Jira).
• If needed, conduct regular customer sync calls to review open items, interface status, issues, and next steps.
• Understand customer workflows and guide them on best practices and product usage.

• SQL-Based Data Analysis

• Use SQL (Oracle / SQL Server / PostgreSQL) to investigate data discrepancies across systems.
• Extract customer-specific data for reconciliation (e.g., invoice status, PO logs, vendor mappings, item details).
• Prepare ad-hoc reports for customers (e.g., monthly/weekly reconciliation reports).
• Validate data integrity and verify whether issues are configuration, data, or system-related.

• Implementations

• Assessment, maintenance, and enhancement of existing implementations.

• Issue & Escalation Management

• Perform root cause analysis (RCA) for recurring customer issues.
• Distinguish between data issues, configuration issues, product bugs, and enhancement requests.
• Coordinate with Support, L2, Integration, and Product teams depending on type of issue.
• Communicate clearly, professionally, and proactively to customers regarding status and resolution timelines.

• Documentation & Reporting

• Maintain detailed documentation of customer environments, integration setups, and known issues.
• Create customer-friendly meeting notes, configuration summaries, and troubleshooting steps.
• Update trackers, Smartsheets, and internal tools for monitoring issue progress and timelines.

• Cross-Functional Collaboration

• Work closely with Integration, Product, Support, Engineering, QA, and Account Management to resolve customer issues.
• Provide structured input to internal teams based on customer patterns and pain points.
• Guidance on internal hand-offs between Support → Dev → Product with clear technical summaries.

Required Skills & Experience

• Technical Skills

• Strong SQL skills (Oracle and Dynamo Database)
• Understanding of APIs, SFTP, flat-file formats (CSV, pipe-delimited, XML, JSON).
• Basic familiarity with Java/JavaScript for reading logs or understanding code behaviour.
• Experience in troubleshooting interfaces, modules, or financial/procurement systems.

• Professional Skills

• Excellent communication — able to explain technical issues in simple, business-friendly language.
• Strong customer engagement ability; calm, professional handling of escalations.
• Good problem-solving and analytical thinking.
• Time management and multitasking capabilities across multiple accounts.

• Experience

• 3–6 years in a technical support, implementation, integration, or technical account management role.
• Experience with ERP/Back-office systems (e.g., Oracle, PeopleSoft, Workday, M3) is a plus.