Technical Account ManagerAccount Management TeamReports to: Associate Director, Technical Account Managers

About BirchStreet Systems

BirchStreet Systems provides global enterprises with multiple locations a complete Procure-to-Pay (P2P) business solution, delivered as a cloud-based SaaS platform. BirchStreet software improves business processes by automating eProcurement, AP Automation, Inventory Control, Recipe Management, Executive Dashboards, Payments, and Capital Budget Management. Established in 2002 and headquartered in Las Vegas, Nevada, BirchStreet operates offices in Newport Beach (California), Singapore, India, and the UK, serving leading enterprise and hospitality customers worldwide.

The Role

As a Technical Account Manager (TAM) on our Account Management Team, you are responsible for the ongoing technical health and success of our hospitality accounts. You work directly with clients and internal stakeholders to understand their goals, align them to BirchStreets capabilities, and deliver dependable technical outcomes across the customer lifecycle from post-implementation through steady-state operation.The role centers on technical problem-solving, business-value achievement, risk and opportunity management, stakeholder engagement, and the ability to drive issues to resolution. You will have a particular focus on support, customer escalations, and the integrations and data feeds that connect BirchStreet to customers back-office, POS, and ERP systems. Success is measured by technical outcomes, client satisfaction, and smooth, reliable system operation.

Key Responsibilities

You own the evaluation, maintenance, and improvement of customers technical health after implementation. This means coordinating work across internal BirchStreet teams and customer stakeholders, owning the resolution of technical concerns, and maintaining a deep working knowledge of BirchStreet modules, platform configuration, integration points, and each clients specific setup.

Customer Support & Technical Ownership

- Serve as the primary technical point of contact for assigned enterprise and hospitality accounts, often spanning multiple properties and marketplaces.




- Manage day-to-day queries, escalations, and technical requests across email, calls, and ticketing tools (Salesforce, Jira, ServiceNow, Smartsheet etc)
- Conduct regular customer sync calls to review open items, open item status, issues, and next steps.
- Understand customer workflows and advise on best practices and effective product usage.

Data Analysis & Reconciliation

- Use SQL (Oracle) to investigate data discrepancies across systems and validate data integrity.
- Extract customer-specific data for reconciliation (e.g., invoice status, PO logs, vendor mappings, item details).
- Prepare and review recurring and ad-hoc customized reports, including reconciliation between BirchStreet and back-office, POS, or ERP systems such as M3, peoplsoft, Sage Intact etc.
- Determine whether issues are configuration-, data-, or system-related, and recommend corrective action.

Issue & Escalation Management

- Perform deep analysis for recurring and high-impact customer issues.
- Distinguish between data issues, configuration issues, product bugs, and enhancement requests, and route each appropriately.
- Coordinate with Support, L2, Integration, Product, Engineering, and QA depending on the type of issue.
- Communicate clearly, professionally, and proactively with customers on status, root cause, and resolution timelines, including audit-driven and compliance-sensitive escalations.

Configuration, Testing & Validation

- Assess, maintain, and enhance existing customer configurations.
- Validate configuration and fixes in testing environment before promoting changes to Production, and confirm expected behavior post-deployment.
- Support post-deployment requirement changes and business-process changes.

Production Health & Account Reviews

- Conduct periodic production health checks for assigned accounts.




- Review application usage and key metrics over time to understand cadence of use (e.g., POs, requisitions, invoices, receiving).
- Analyze metrics against customer objectives and recommend actions.
- Audit customer companies or marketplaces in response to escalations or audit findings.

Cross-Functional Collaboration & Enhancement Scoping

- Work closely with Integration, Product, Support, Engineering, QA, and Account Management to resolve customer issues.
- Provide structured input to internal teams based on customer patterns and pain points.
- Support effort estimation (LOE), enhancement requests, and scoping/SOW input for customer-driven changes.
- Ensure clean hand-offs between Support, Development, and Product with clear technical summaries.

Documentation & Reporting

- Maintain detailed documentation of customer environments, integration setups, and known issues.
- Produce customer-friendly meeting notes, configuration summaries, and troubleshooting steps.
- Keep trackers, Smartsheets, and internal tools current for issue progress and timelines.

Required Skills & Experience

Technical Skills

- Solid SQL skills (Oracle Database).
- Understanding of integration methods: APIs, SFTP, and flat-file formats (CSV, pipe-delimited, XML, JSON).
- Basic familiarity with Java/JavaScript for reading logs or understanding code behavior is a plus.
- Experience troubleshooting interfaces, data feeds, modules, or financial/procurement systems.

Professional Skills

- Excellent communication able to explain technical issues in simple, business-friendly language.
- Strong customer-engagement ability; calm, professional handling of escalations.
- Strong problem-solving and analytical thinking.
- Time management and multitasking across multiple accounts and properties.

Experience

- 3–6 years in a technical support, implementation, integration, or technical account management role.
- Experience with ERP, back-office, or hospitality systems (e.g., Oracle, PeopleSoft, Workday, M3) is a plus.
- Exposure to Procure-to-Pay, eProcurement, or AP automation platforms is a plus.

📌 Technical Account Manager (Noida)
🏢 BirchStreet
📍 Noida