technical account manager – API Services- Starbucks Technology, Seattle, WA
Job Summary and Mission
Key to Starbucks' growth are strategic partnerships with third-party businesses and organizations which integrate with our data and services through secure APIs to deliver highly innovative, visible and engaging customer-facing digital solutions. The technical account manager plays a key role in the success of those partnerships by fostering strong relationships with our API consumers at the technical level. As the primary technical point of contact for third-party API consumers, you'll be responsible for establishing strong personal and technical engagement between organizations. The technical account manager is a driver of the long-term quality of the technical integrations at the center of business partnerships involving customer experiences.
Summary of Key Responsibilities
Serves as primary point of contact for third-party API consumers.
Provides personal representation to Starbucks API consumers.
Provides long-term B2B continuity at technical level.
Makes service and capability recommendations to API team leadership based on API consumer feedback.
Evangelizes API capabilities to third parties to drive innovation.
Balances needs of high and low-volume API clients.
Maintains broad knowledge of capabilities, services, endpoints.
Summary of Additional Responsibilities
Communication
Maintains contact and distribution lists for external consumers as well as Starbucks business stakeholders.
Communicates outage updates, release notes, and API roadmap developments to API clients.
Publishes and maintains external-facing API documentation, including endpoint specifications and how-to guides.
Continuous Improvement
Monitors API performance/usage by partner and takes action to address perceived weaknesses.
Gathers API consumer feedback, disseminates to API product manager, analysts, and team leadership.
Communicates API consumer technical feedback to appropriate business teams.
Helps drive Starbucks API platform service improvement initiatives.
Onboarding and Support
Guides third-party API consumers through gateway onboarding (Mashery, Apigee), including test and production key provisioning, tracking, and permissions.
Provides API test data provisioning support.
Runs API consumer certification exercises.
Can serve as level 1 API support, in partnership with DevOps and Sustainment.
Shepherds production issues through to resolution.
Leverages subject matter expertise in analyzing and troubleshooting complex system/user issues to drive resolution and determine root cause.
Coordinates issue resolution efforts across Starbucks Technology teams and vendors as required.
Effectively coordinates and communicates issue resolution with API consumers.
Coordination/Leadership
Effectively facilitates and negotiates through challenging situations.
Interfaces across all organization levels comfortably with internal business customers, technical support resources, and external business partners.
Leads and influences groups though effective decision making.
Relates business partner engagement to broader organization strategies and objectives.
Participates in the functional analyst group's ownership of internally and externally-facing documentation.
Basic Qualifications
Relevant technical account management experience (5 years)
End user support and documentation experience (5-7 years)
Experience supporting enterprise-level, mission-critical applications (5 years)
Excellent communication skills. Diplomatic. Positive. Trusted.
Remarkable technical aptitude. Confident. Detailed. Correct.
Achieves results independently. Forward-looking. Proactive. Resourceful.
Experience working within an enterprise technology delivery environment.
Experience in a client, account, or vendor management role.
Technical background by formal education, training, or job experience.
Experience troubleshooting production issues or supporting production web applications preferred.
Experience working on a product delivery team preferred.
Experience writing and organizing clear, actionable user documentation.
Demonstrated understanding of system architecture and business logic concepts behind complex, enterprise-class software solutions.
Willingness to perform hands-on testing, troubleshooting, gathering information, and problem solving.
Preferred Qualifications
Talent for balancing the interests of Starbucks, our customers, and third-party organizations.
Understanding of software development lifecycles and release management methodologies.
Ability to identify/define viable technology and/or process solutions delivering required business capabilities.
Knowledge/skill to objectively assess benefits, costs, and feasibility of proposed solutions.
Gift for rooting out ambiguity.
Ability to build consensus across a diverse group of stakeholders with conflicting priorities while driving towards decisions.
Strong analytical and problem solving skills.
Ability to effectively identify and utilize available tools and resources (internal and external) to resolve issues.
Ability to instill confidence, gain trust, and establish support of key stakeholders.
Ability to work effectively in self-directed manner.
Strong oral and written communication skills enabling rapid business-to-business solution integration.
Starbucks and its brands are an equal opportunity employer of all qualified individuals, including minorities, women, veterans & individuals with disabilities. Starbucks will consider for employment qualified applicants with criminal histories in a manner consistent with all federal, state, and local ordinances.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
Key to Starbucks' growth are strategic partnerships with third-party businesses and organizations which integrate with our data and services through secure APIs to deliver highly innovative, visible and engaging customer-facing digital solutions. The technical account manager plays a key role in the success of those partnerships by fostering strong relationships with our API consumers at the technical level. As the primary technical point of contact for third-party API consumers, you'll be responsible for establishing strong personal and technical engagement between organizations. The technical account manager is a driver of the long-term quality of the technical integrations at the center of business partnerships involving customer experiences.
Summary of Key Responsibilities
Serves as primary point of contact for third-party API consumers.
Provides personal representation to Starbucks API consumers.
Provides long-term B2B continuity at technical level.
Makes service and capability recommendations to API team leadership based on API consumer feedback.
Evangelizes API capabilities to third parties to drive innovation.
Balances needs of high and low-volume API clients.
Maintains broad knowledge of capabilities, services, endpoints.
Summary of Additional Responsibilities
Communication
Maintains contact and distribution lists for external consumers as well as Starbucks business stakeholders.
Communicates outage updates, release notes, and API roadmap developments to API clients.
Publishes and maintains external-facing API documentation, including endpoint specifications and how-to guides.
Continuous Improvement
Monitors API performance/usage by partner and takes action to address perceived weaknesses.
Gathers API consumer feedback, disseminates to API product manager, analysts, and team leadership.
Communicates API consumer technical feedback to appropriate business teams.
Helps drive Starbucks API platform service improvement initiatives.
Onboarding and Support
Guides third-party API consumers through gateway onboarding (Mashery, Apigee), including test and production key provisioning, tracking, and permissions.
Provides API test data provisioning support.
Runs API consumer certification exercises.
Can serve as level 1 API support, in partnership with DevOps and Sustainment.
Shepherds production issues through to resolution.
Leverages subject matter expertise in analyzing and troubleshooting complex system/user issues to drive resolution and determine root cause.
Coordinates issue resolution efforts across Starbucks Technology teams and vendors as required.
Effectively coordinates and communicates issue resolution with API consumers.
Coordination/Leadership
Effectively facilitates and negotiates through challenging situations.
Interfaces across all organization levels comfortably with internal business customers, technical support resources, and external business partners.
Leads and influences groups though effective decision making.
Relates business partner engagement to broader organization strategies and objectives.
Participates in the functional analyst group's ownership of internally and externally-facing documentation.
Basic Qualifications
Relevant technical account management experience (5 years)
End user support and documentation experience (5-7 years)
Experience supporting enterprise-level, mission-critical applications (5 years)
Excellent communication skills. Diplomatic. Positive. Trusted.
Remarkable technical aptitude. Confident. Detailed. Correct.
Achieves results independently. Forward-looking. Proactive. Resourceful.
Experience working within an enterprise technology delivery environment.
Experience in a client, account, or vendor management role.
Technical background by formal education, training, or job experience.
Experience troubleshooting production issues or supporting production web applications preferred.
Experience working on a product delivery team preferred.
Experience writing and organizing clear, actionable user documentation.
Demonstrated understanding of system architecture and business logic concepts behind complex, enterprise-class software solutions.
Willingness to perform hands-on testing, troubleshooting, gathering information, and problem solving.
Preferred Qualifications
Talent for balancing the interests of Starbucks, our customers, and third-party organizations.
Understanding of software development lifecycles and release management methodologies.
Ability to identify/define viable technology and/or process solutions delivering required business capabilities.
Knowledge/skill to objectively assess benefits, costs, and feasibility of proposed solutions.
Gift for rooting out ambiguity.
Ability to build consensus across a diverse group of stakeholders with conflicting priorities while driving towards decisions.
Strong analytical and problem solving skills.
Ability to effectively identify and utilize available tools and resources (internal and external) to resolve issues.
Ability to instill confidence, gain trust, and establish support of key stakeholders.
Ability to work effectively in self-directed manner.
Strong oral and written communication skills enabling rapid business-to-business solution integration.
Starbucks and its brands are an equal opportunity employer of all qualified individuals, including minorities, women, veterans & individuals with disabilities. Starbucks will consider for employment qualified applicants with criminal histories in a manner consistent with all federal, state, and local ordinances.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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