Redefine Innovations is a Boston-based IT company that has been partnering with wholesale, distribution, manufacturing, and B2B commerce businesses across the U.S. since 2001. The team focuses on helping clients modernize their IT environments, build B2B commerce platforms, and migrate to Dynamics 365 Business Central using a structured, fixed-price approach. Projects are delivered by senior consultants only, emphasizing direct communication, clear scope, and predictable outcomes without offshore handoffs or scope creep. Core offerings include the Redefine Suite B2B commerce platform, Business Central implementations, custom software development, data and analytics, AI-driven automation, and systems integration. The company values transparency, reliability, and long-term client relationships.

Role Description

The eCommerce Technical Account Manager is a full-time remote role responsible for managing strategic customer relationships focused on B2B commerce and Dynamics 365 Business Central solutions. In this position, the individual serves as the primary point of contact for assigned accounts, guiding them through onboarding, implementation, and ongoing optimization of Redefine Suite and related systems. Daily activities include responding to technical inquiries, diagnosing and coordinating resolution of platform issues, and translating business requirements into actionable technical plans. The role also involves collaborating with consultants, developers, and sales team members to support client roadmaps, ensure adherence to project scope, and identify opportunities for expansion or improvement. The eCommerce Technical Account Manager maintains regular check-ins with clients, prepares status reports, and helps ensure a reliable, transparent experience throughout the customer lifecycle.

Qualifications

• Strong client-facing Account Management skills, including relationship building, expectation management, and stakeholder communication.
• Hands-on Technical Support and Troubleshooting skills, with the ability to understand eCommerce workflows, diagnose issues, and coordinate technical resolutions.
• Experience in Sales within a B2B or SaaS environment, including identifying upsell opportunities and supporting solution proposals.
• Proficiency in Project Management, including organizing tasks, tracking milestones, and collaborating with cross-functional teams to deliver on time and within scope.
• Familiarity with eCommerce platforms, ERP systems (preferably Dynamics 365 Business Central), and integrations between commerce and back-office systems.
• Strong analytical and problem-solving abilities, with attention to detail and a focus on process improvement.
• Excellent written and verbal communication skills, including the ability to explain technical concepts in clear, plain language.
• Ability to work independently in a remote setting, manage multiple accounts, and prioritize in a fast-paced environment.
• Bachelor’s degree in Information Technology, Business, Computer Science, or a related field, or equivalent practical experience.