Technical Account Manager
GEP Worldwide
San Jose, CR
hace 11 horas

Company Overview

GEP is a diverse, creative team of people passionate about procurement. We invest ourselves entirely in our client’s success, creating strong collaborative relationships that deliver extraordinary value year after year.

Our clients include market global leaders with far-flung international operations, Fortune 500 and Global 2000 enterprises, leading government, and public institutions.

We deliver practical, effective services and software that enable procurement leaders to maximize their impact on business operations, strategy, and financial performance.

That’s just some of the things that we do in our quest to build a beautiful company, enjoy the journey, and make a difference.

GEP is a place where individuality is prized, and talent respected. We’re focused on what is real and effective. GEP is where good ideas and great people are recognized, results matter, and ability and hard work drive achievements.

We’re a learning organization, actively looking for people to help shape, grow and continually improve us.

Are you one of us?

GEP is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, national origin, religion, sex, disability status, or any other characteristics protected by law.

We are committed to hiring and valuing a global diverse work team.

For more information please visit us on or check us out on


  • Act as a Technical / Functional Consultant to the Customer Success Manager for allocated set of accounts.
  • Collaborate with Customer Success Manager for QBR providing data & operational insight.
  • Manage Steady-State Accounts after a systematic knowledge transfer from the Implementation Team based on hand-off criteria including but not limited to formal sign offs by client on the implementation, list of open issues etc.
  • Knowledge on release-to-release knowledge of S2P Products and corresponding operational benefits to customer.
  • Partnering with PMG in feature design process to bring in perspective from customers’ business processes (usability analysis, etc.).
  • Proactively monitor & report Operational Health Metrics (Adoption, SLA reports, CSI) to internal and external stakeholders to help identify and mitigate risks.
  • Drive / Coordinate RCAs & High Severity issues with close collaboration with PMG, Engg & CST with day-to-day monitoring & updates on Incident and Problem SLAs.
  • Facilitate Change enablement for major features with proactive Customer Trainings, Webinars, Workshops, Collateral, etc.
  • Project Manage the execution of Change Requests (along with a team of Ops Analysts / Sr. Analysts and / or the CIT team)
  • Customer Focus :

  • Co-own the responsibility of customer satisfaction with the Customer Success Mamanger during the lifecycle of the customer relationship.
  • Provide solutions wherever feasible from the perspective of GEP SMART.
  • Act as a liaison between the customer and various groups within GEP such as Technical Support, Sales, Engineering, and Product Management.
  • Possess the ability to learn to be conversant in features, functionality and applicability of the entire GEP SMART suite including Sourcing, Contract Management, Supplier Management as well as Procure to Pay.
  • Build solution, customer, and industry knowledge by leveraging the appropriate resources (internally at GEP and externally at the client)
  • Teamwork :

  • Execute with minimal guidance and show strong initiative.
  • Maintain regular communication with the Customer Success Manager (e.g., via calls or emails) to drive Retention & Referenceability.
  • Proactively collaborates with manager and teammates to anticipate and respond to issues that could impact Customer Satisfaction (CSAT).
  • What you should bring

  • 5+ years of demonstrated successful career record with at least 2-3 years in procurement and sourcing area. >
  • Previous experience in an account management role for a technology firm is strongly preferred.

  • Familiar with online procurement / sourcing tools including RFP, Auction, Contract Management, Spend Analysis and P2P.
  • Ability to document action items correctly and drive them to closure.
  • Willingness to drive things to closure irrespective of the odds.
  • Ability to liaise with various internal teams.
  • Comprehend business problem, solution as needed and present it to the customer (Preferred)
  • Team Player
  • Quick learner
  • Adaptable to changes in technology
  • Able to work with teams of varying nature
  • Open for flexible work hours
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