Technical Account Manager

As a Technical Account Manager at PAR Technology Corporation, your main responsibilities will revolve around managing enterprise client accounts. You’ll work closely with clients to understand their specific business needs, providing proactive guidance on how PAR's solutions can enhance their operations. You will lead client-facing conversations, facilitate product adoption after the implementation phase, and collaborate with internal teams to resolve complex technical issues. Building and maintaining strong relationships is central to your role, advocating for client needs while ensuring outstanding customer satisfaction.

To qualify for the Technical Account Manager position at PAR Technology Corporation, candidates should possess a four-year technical degree or equivalent experience in a related field. A minimum of five years of experience with POS and back-office software in the restaurant industry is essential, along with at least two years of demonstrated implementation experience in an enterprise technology environment. Strong communication skills, problem-solving abilities, and a customer-oriented approach are crucial to succeeding in this role.

The Technical Account Manager at PAR Technology plays a pivotal role in ensuring client success. By developing strategic relationships with enterprise clients, you’ll identify their business needs and advocate for solutions that enhance their operations. You’ll guide clients through feature rollouts and provide training to users, ensuring they fully utilize PAR products. Your proactive engagement will foster customer loyalty and retention, directly contributing to PAR's reputation for excellent service and client satisfaction.

Essential skills for a Technical Account Manager at PAR Technology Corporation include strong listening and interpersonal skills, the ability to build relationships, and a customer-oriented mindset. Problem-solving abilities and a knack for prioritizing multiple tasks are also critical. Familiarity with CRM and CSM platforms, along with technical knowledge of the restaurant industry and its operational challenges, will put you in a great position to succeed in this fast-paced environment.

The interview process for the Technical Account Manager position at PAR Technology Corporation consists of three steps. Initially, you'll have a phone screen with the Talent Acquisition Team. Then, you’ll engage in a video interview with the Hiring Manager, followed by a final video interview with the Director of Customer Success. This structured process ensures that candidates are well evaluated for both technical and interpersonal skills, which are critical for the role.

When answering this question, emphasize your hands-on experience with POS systems, particularly in the restaurant industry. Discuss specific platforms you've worked with, your role in implementing them, and how that experience equips you to provide exceptional client support and drive successful feature adoption at PAR Technology Corporation.

To effectively prioritize competing client requests, outline your approach based on urgency, impact, and alignment with client business objectives. Share examples from past experiences where you've successfully navigated multiple requests, ensuring that each client feels valued while keeping project deadlines intact.

In your response, highlight specific relationship-building strategies such as regular check-ins, understanding clients' unique challenges, and delivering value through insights and timely solutions. Discuss how these strategies lead to increased trust and long-term partnerships, essential skills for a Technical Account Manager at PAR Technology.

When discussing a complex technical issue, outline the situation clearly, detailing the problem, your approach to diagnosing it, and the steps you took to resolve it. Emphasize your communication skills in managing client expectations and how the resolution strengthened the client relationship.

Share your methods for staying updated with technology trends, such as following industry publications, participating in webinars, or attending conferences. Emphasize your commitment to continued learning, which is critical for a Technical Account Manager working with a rapidly evolving technological landscape.

Discuss your approach to client training and ongoing support that you offer post-implementation. Highlight how you schedule follow-ups, create training materials, and encourage feedback to ensure they are using new features effectively, contributing to their long-term success with PAR Technology solutions.

Outline the steps you’d take to handle a dissatisfied customer, such as actively listening to their concerns, empathizing with their situation, and working collaboratively to find a solution. Emphasize your commitment to customer satisfaction and how resolving issues can often lead to a stronger relationship.

Clarify that communication is key in your role, ensuring that clients, internal teams, and stakeholders are informed and aligned. Provide examples of how effective communication has impacted client relationships and project success, demonstrating your understanding of its significance in the position.

Discuss the metrics and KPIs you use to measure success, such as client satisfaction scores, renewal rates, and product adoption levels. Articulate how these measures guide your strategy and help you continuously improve your account management practices at PAR Technology.

When answering this question, convey your passion for the restaurant technology industry and how it aligns with PAR Technology's mission. Emphasize your excitement about joining a company that prioritizes client success and innovation, reinforcing your readiness to contribute meaningfully to the team.