Technical Account Manager, EDI

Description:

Exciting opportunity for internal & external candidates!  SPS Commerce is hiring!  Join our team as a Technical Account Manager to partner with our customers by proactively monitoring and troubleshooting EDI related issues and errors, while keeping customers updated and working collabortively across internal SPS teams. The TAM’s goal is to provide the high level of service achieved when expertise, resources and teamwork are applied in a tightly integrated customer relationship. 

This is a remote role and can be located anywhere in the Philippines but is required to work US hours.

Why join SPS?

We solve retail supply chain problems by cutting through inefficiency with innovation and automation. At SPS we empower retailers, suppliers, distributors, grocers, and logistics partners to work better together with our people, our process, and our tech products.  We have the world’s largest retail network, and we don’t just lead the industry, we are the industry. 

At SPS, we believe every employee makes a difference. We ensure employees have the tools, resources and training to explore new ideas and execute them. Our success comes from playing as a team and always playing to win. Careers don’t just grow here, they’re made here.

Does this sound like you?

• Building relationships comes naturally and you enjoy meeting new people
• You look forward to variety in your daily work and enjoy solving problems
• You prefer to work with a team, collaborating with your peers and advising your customers

Day to Day

You will be a champion for the customer ensuring the best possible service experience.  You will be consultative and use your growing knowledge of SPS Commerce products to facilitate answering customer questions.  You will win as a team by supporting Managed Services team members as they fulfill customer obligations or encounter complex scenarios. 

• Operate as the lead point of contact for all matters specific to assigned accounts
• Create and maintain comprehensive status updates for open activities
• Lead weekly status meetings with customers
• Apply DM EDI/Vantage Point expertise to ensure excellent EDI process performance
• Respond to EDI transaction faults to minimize business impact
• Effectively manage EDI events with proper classification and prioritization
• Rely on structured problem-solving methods to efficiently troubleshoot/solution
• Coordinate with internal resources to ensure proper resolution when necessary
• Actively coordinate with the customer’s Trading Partners to meet guaranteed service levels for timeliness and accuracy
• Efficiently qualify EDI changes through structured testing
• Identify EDI process performance trends and act for continuous improvement
• Communicate effectively with all levels of an organization from C level executives to end users
• Effectively interact with customers in both written and oral communications
• Concisely describe problems and their solutions to facilitate customer decisions and understanding

Required Skills

• Bachelor’s degree and a minimum of 2 years of related experience; or equivalent combination of education and experience
• Ability to work successfully with key stakeholders across all levels and functions
• Demonstrated strong verbal and written communication skills, including the ability to influence others and professionally represent the organization both internally and externally
• Strong project leadership, analytical and quality improvement skills
• Demonstrated ability to work with minimal supervision while taking initiative and setting priorities in a demanding, fast-paced environment
• Ability to work off-peak hours and limited on-call availability, including some evening and weekend shift work

Note: This description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.