Technical Account Manager
Company Description
Redefine Innovations is a Boston-based IT company that has partnered with wholesale, distribution, manufacturing, and B2B commerce businesses across the United States since 2001. The company specializes in building B2B commerce platforms, implementing and migrating clients to Dynamics 365 Business Central, and modernizing IT systems through fixed-price engagements led by senior consultants. Redefine Innovations delivers services including the Redefine Suite B2B platform, custom software development, data and analytics with Power BI, AI-driven automation, and digital transformation with systems integration. The organization emphasizes direct communication, clearly defined scopes, and predictable outcomes with no offshore handoffs or unexpected changes. Team members work with clients nationwide, supporting long-term technology and business growth. Role Description The Technical Account Manager is a full-time remote position responsible for serving as the primary technical and relationship contact for assigned client accounts. In this role, the individual will manage ongoing account health, understand client business processes, and align Redefine Innovations’ solutions with client needs. Daily responsibilities include coordinating implementations and migrations, overseeing project timelines, and ensuring clear communication among internal teams and client stakeholders. The Technical Account Manager will provide technical guidance, handle escalations, support troubleshooting efforts, and proactively identify opportunities for optimization and additional value. This role also involves contributing to solution roadmaps, assisting with pre-sales technical discussions, and maintaining accurate documentation and reporting for each account.
Qualifications
Account Management skills to build long-term client relationships, understand business objectives, and manage expectations. Technical Support and Troubleshooting skills to resolve issues, guide clients through technical challenges, and collaborate with engineering teams. Sales skills to identify upsell and cross-sell opportunities, support pre-sales activities, and communicate solution benefits effectively. Project Management skills to coordinate implementations, manage timelines and deliverables, and ensure projects stay within scope. Experience working with ERP systems (e.g., Dynamics 365 Business Central, NAV, GP, or similar) and B2B commerce or distribution environments. Strong communication and interpersonal skills, with the ability to explain technical concepts in clear, business-focused language. Ability to work independently in a remote setting, prioritize multiple accounts, and maintain organized documentation. Bachelor’s degree in Information Technology, Business, Computer Science, or a related field, or equivalent practical experience.