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Critical Account Manager

1 month ago

Toronto, Canada Tecsys Full time

The Critical Account Manager position is a highly visible and strategically important role. Critical Accounts are characterized as customers which are un-healthy and more likely at risk of leaving.

The Critical Account Manager will assume responsibility for Critical Accounts in situations where standard processes, activities and escalations have been unable to resolve customer issues that are jeopardizing the business relationship and sales opportunities. These escalations typically have executive visibility and involve issues that span product, service, support, and other business functions across the organization. The Critical Accounts Manager will drive the resolution of customer's critical issues by building a cross functional virtual team and work across various functional organizations to remediate the issues. The Critical Accounts Manager will define the “critical to customer” issues and develop a prioritized plan to address:

- Program Management / Account Management focused on critical or red accounts
- Define and Operationalize 30/60/90 Day plan
- Identify and raise visibility around systemic / recurring issues impacting account

**About us**

Tecsys is a fast-growing innovator offering supply chain solutions to industry leading healthcare systems, hospitals, and pharmacy businesses to distributors, retailers, and 3PLs. We work with industry leaders to transform their supply chains through technology. We’re organized, we’re nice, and our employees love working in our family-oriented atmosphere.

**What are the responsibilities of the Role?**
- Proven success record of Program/Project Management experience of critical situations in a cross-functional environment that includes working with sales, engineering, customers and partners
- Supervise, coach and guide a team of Analysts & Developers who will participate and contribute towards the resolution of customer’s critical issues.
- Experienced with account management, negotiations, and executive presentations for large enterprise class customers
- Experience with product development cycles, business operations and customer services & support delivery
- Excellent written and verbal communication skills spanning multiple stakeholder levels, both internally and customer-facing
- Experience with continuous improvement practices and
- Experience distilling large sets of complex data into usable information and presentations that enable business managers to gain insights and make effective choices
- Outstanding statistical capabilities to deconstruct the complex situation into action plans
- Ability to judge situations in a very goal-oriented manner
- Past experience as Technical Escalation Engineer, Account Manager, Customer Success, Program Management, Customer Support Management, or similar roles desired
- Understanding of CI/CD pipeline, AppSec, and DevOps
- Daily escalation calls with virtual teams engaged in the mitigation and resolution of Critical Accounts
- Ownership of all Critical Accounts until they are removed from the list

**What do you need bring to the role?**
- Take ownership and responsibility of escalated critical account(s) to validate issues, assess previous actions, and expedite resolution
- Identify, engage, and drive cross-functional virtual teams in the development and execution of action plans.
- Leverage experience and understanding of processes and tools to coach team members ensuring operational excellence.
- Advocate “Critical Accounts” as an exception process and protect it from
- Effective and timely communication of critical issue status to executive staff, account teams, customer(s) and other stakeholders.
- Identify systemic and pervasive issues related to products and/or processes
- Influence and effectively assign tasks and responsibilities to successfully achieve all key priorities
- Highly customer focused
- Experience in successfully manage competing priorities and critical accounts
- Demonstrated ability to manage a team of senior resources to satisfactory outcomes
- Expertise in ITIL best practices and experience with incident tracking Strong prioritization, problem solving and troubleshooting aptitude.
- Flexible, reactive, ability to meet tight deadlines in a dynamic, fast-paced
- Effective communication skills with peers, clients and Ability to work in a matrix organization with globally distributed teams.
- Strong proficiency in both written and verbal English communication essential for effective correspondence with clients, suppliers, business partners and colleagues beyond the province ofQuebec
- Experience in a managerial or supervisory

**What would give you an edge?**
- French would be an (Several clients are based in Quebec)
- Technical aptitude with knowledge of Java C# or equivalent, SQL, Oracle & PostgreSQL, Windows OS & Linux
- A strong drive for process improvement: Identifying areas for improvement, promoting a culture of learning
- Keeping abreast of new CI/CD & Cloud/SaaS technol