Technical Account Manager - Rootstock Software

Rootstock Software provides powerful Cloud ERP Software for Manufacturing & Supply Chain organizations built on the Salesforce Platform.

www.rootstock.com 

Are you an experienced ERP professional with extensive expertise in manufacturing and supply chain systems, combined with a strong foundation in financial and accounting principles? We are looking for a Technical Account Manager (TAM) who excels in supporting, implementing, and optimizing ERP solutions, especially within manufacturing environments. As a TAM at Rootstock, you will be a trusted advisor, leveraging your deep ERP knowledge—including financial modules and accounting processes—and your Salesforce platform expertise, to resolve issues quickly, optimize system performance, and help customers achieve their business objectives.

In this role, you will collaborate closely with key customer stakeholders, including CTOs, CFOs, and COOs. You will provide consultative guidance on business process enhancements and alignments, drive faster issue resolution, and ensure seamless financial processes such as reporting, reconciliations, and audit compliance. Your comprehensive ERP expertise and understanding of accounting principles will be essential in translating complex requirements into actionable solutions that deliver measurable business value. You will also develop and maintain coherent relationships as a key software partner, fostering strong, long-term collaborations that drive customer succes

We are seeking candidates with hands-on experience in ERP systems (such as Rootstock, Oracle, SAP, or similar platforms) and ideally, familiarity with the Salesforce platform. If you thrive in roles that require problem-solving, consultative expertise, and a focus on both ERP optimization and financial processes, we want you to join our team and make a lasting impact on our customers’ success.

• Rootstock Product Expertise: Become an expert in Rootstock's Architecture.  Demonstrate competency in Rootstock products: ERP, Financials and Salesforce Platform.
• Support: Provide customers with a direct relationship with a senior technical resource, offer expert advice and resolution for complex technical issues, and ensure optimal performance and reliability of Rootstock solutions. Effectively use sound business judgment and SME resources to solve customer problems
• Technical Advocacy: Relay critical technical feedback from customers to the product development teams to aid in product enhancement and innovation.
• Requirements gathering: collect customer business requirements, translate into functional requirements that can be shared with both PS and Product teams, and prepare technical documentation as needed
• System configuration and optimization: Assist customers with low code solutioning, specification and discovery, and best practice guidance.  Provide Rootstock system administration services when requested
• Escalation Management: Own and drive escalated issues and support cases, including technical input, advocacy, cross-departmental collaboration, and issue prioritization
• Risk Management: Proactively identify and mitigate potential technical problems and risks to overall customer health, ensuring continuous system reliability, preventing disruptions where possible, and working to resolve issues quickly when they arise.
• Performance Monitoring: Regularly analyze and review system performance to guarantee that customer deployments meet the required standards.
• Account Management: Build long term relationships with clients through technical acumen and proactive leadership. Take part in the scheduled account planning meetings with Account Manager (AM). Proactive in recommending enhancements to the customers and looking for new opportunities
• Knowledge Sharing: Work with management to improve the skills and standards of the Customer Success group.  Develop and deliver technical documentation, training sessions, and workshops to enhance both internal team and customer understanding and utilization of the Rootstock product.

• Bachelor’s degree from an accredited college or university, preferably in Engineering, Computer Science, Information Technology, or related field.
• 5+ years in technical support, IT consulting, system engineering, or similar role that requires problem-solving and technical engagement with products or services.
• Advanced certifications related to ERP systems, Salesforce, and/or complex enterprise SaaS platforms.
• Proven track record of working in customer-facing roles, demonstrating strong capabilities in managing customer relationships and understanding customer needs.
• Experience managing cross-functional projects with a high attention to detail.
• Excellent verbal and written communication skills, with the ability to convey complex technical details in a clear, understandable manner to both technical and non-technical stakeholders.
• High level of customer service skills, including empathy, responsiveness, and a strong commitment to resolving customer issues.
• Flexible and quick learner with the ability to juggle and complete multiple priorities and projects (internally and externally) in a fast-paced, ever-changing environment.
• Strong analytical and diagnostic skills, with the ability to analyze technical challenges and derive actionable insights.

• Preferred:
• Proven experience with ERP systems, specifically in manufacturing sectors.
• Proficient in Salesforce, including custom development, system administration, and optimization.
• Practical experience in manufacturing environments, understanding common workflows, processes, and challenges. Familiarity or direct experience with accounting practices and principles relevant to manufacturing or enterprise resource planning.

Desirable Attributes:

• Customer-focused attitude with a strong ability to build relationships and trust.
• Resourcefulness
• High ownership mentality
• Leadership potential, with capabilities in mentoring or coaching team members.
• Adaptive and quick to learn new technologies and software.

• Access to gym/discounted membership
• Highly competitve compensation package
• Yearly bonus 
• Competitive PTO structure
• Flexible work schedule/hybrid 

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