Have you ever wanted to be on the ground floor of a well-funded, rapidly growing global startup that is disrupting the grocery industry? We are a dedicated team of professionals with a passion for grocery and who help grocers thrive by making sure our team at Takeoff thrives. Our core values are what drive our decisions every day. We foster an accessible, approachable, and supportive environment and work together to reach new milestones and motivate each other towards excellence. Our team is on a mission to transform the grocery industry for the better.
Are you looking to make an impact daily and help us disrupt a 100 year old industry? If so, please continue reading!
Takeoff Technologies, a Massachusetts-based tech company, is the creator of the world’s first automated micro-fulfillment center (MFCs) that transforms the way people access groceries. Our solution provides retailers with the most cost-efficient way to fulfill their online grocery orders, using automated, hyperlocalmicro-fulfillment centers.
The role:The Senior Technical Account amp; Performance Manager will be responsible for the performance and growth of our key retail clients. This person will own the overall technical relationship for a strategic client and provide crucial connections between the Takeoff product, engineering, support teams, and those of the Client. Internally will work closely with our Directors of Account Management and Technical Account Teams, to help drive operational efficiency of the hardware and software solutions provided to our retail clients. Externally this person will become a key player with our retail clients working by their side to help them achieve their operational goals.
We need a leader who uses data as their compass, is driven by results and is process improvement oriented. This person will work with a wide variety of audiences from executives to MFC operators and must be able to adjust their communication style frequently. This person will apply creative solutions to optimize our retail partner's processes and operational execution, as well as create strategic roadmaps to continuously enhance the operational success of their MFCs.
Please note that this is not a sales amp; commission role. The client-facing amp; account management aspect is very important, we need a technical-minded problem solver, with a focus on the performance of the operations who has experience in the software, hardware, or automation space, preferably in an engineering-type role.
*A strong understanding of the English language, both written, reading, and oral will be important for this role. Please only send resumes in English.
This is exciting because you will have the chance to:- Build and develop strategic client relationships
- Be the primary technical point of contact for the client, working with stakeholders at multiple levels, focusing on the technical leadership teams of our customers
- Track and report on development, deployment, and ongoing SDLC schedules. Facilitate tight feedback loops to Product teams to ensure priorities are clearly reflected in well-groomed backlogs
- Assist site leaders and Takeoff’s global technical support team in researching, diagnosis, and resolution of complex technical issues, and be a conduit of feedback to client management and executive team
- Participate in root cause analysis documentation for high severity issues and build trust with our customers by ensuring Takeoff continues to follow a process of continuous improvement
- Analyze customers' needs and work with the operations and account management teams to find creative solutions to complex problems
- Identify solutions to reduce support costs
- Work cross-functionally with our world-class Engineering, Business Development, Product, Support, and Operations teams to continually improve performance and enable growth
- Collaborate with the Director of Performance in order to Grow and optimize the client’s online grocery revenue through the Takeoff solution
- Collaborate with clients to drive continuous improvement of performance KPIs at micro fulfillment centers
- Manage client relationships at the on-site and corporate level by educating clients on the Takeoff solution, developing buy-in for strategic performance initiatives, and communicating outcomes and next steps for driving performance improvements
Some of the experience you will bring to the table:- Have spent at least 5-8 years in an operationally focused, client-facing role and KPI reporting.
- Proven experience working with stakeholders at all levels with the ability to influence without conflict
- Polished communication skills and confidence on the phone as you will be working directly with retail partners and internal stakeholders