Technical Account Manager

Accountabilities

• Act as the primary technical point of contact for assigned customers, ensuring their technical needs, expectations, and business objectives are understood and addressed.

• Build and maintain strong relationships with customer stakeholders and internal account teams, establishing credibility as a trusted technical advisor and advocate for customer success.

• Develop a detailed understanding of customers’ operational environments and technology implementations to align solutions with their business requirements.

• Troubleshoot hardware, software, application programming interfaces (APIs), and related technical challenges to improve the customer support experience and platform performance.

• Coordinate with internal and external stakeholders to investigate and resolve significant incidents, manage customer communications, set clear expectations, and support timely resolution.

• Proactively monitor account health, identify risks, and help customers prepare for critical operational periods, including peak events that require additional attention.

• Identify opportunities to improve adoption, optimize implementations, and deliver additional value, using data-informed insights to demonstrate customer outcomes and support account growth.

• Maintain accurate and up-to-date records of customer interactions, technical activities, account plans, and follow-up actions in the relevant systems.

• Contribute to the growth and continuous improvement of the Technical Account Management team by sharing expertise, documenting best practices, and supporting scalable processes.

• Collaborate effectively across teams while championing organizational operating values and maintaining a strong commitment to customer outcomes.

• Stay current with emerging technologies, particularly artificial intelligence and machine learning, and explore their practical applications in customer environments.

• Be available for occasional travel to customer sites and provide after-hours or weekend coverage when required by customer needs.

Requirements

• At least 7 years of experience in technical account management, customer success, or a similar customer-facing technical role.

• A bachelor’s degree in Computer Science, Engineering, or another technical discipline is welcome; equivalent practical experience and expertise will also be considered.

• Strong technical literacy, with the ability to understand and troubleshoot hardware, software, APIs, and AI-related technologies.

• Excellent written and verbal communication skills, including the ability to explain complex technical topics clearly to technical and business audiences.

• Demonstrated success in building and maintaining customer relationships, managing expectations, and coordinating solutions across multiple stakeholders.

• Strong business acumen and the ability to understand customer operations, identify business needs, and use data to guide recommendations.

• A proactive, accountable approach to problem-solving, with a strong sense of ownership, attention to detail, and commitment to high standards.

• Excellent organizational skills and the ability to maintain accurate account documentation while managing multiple customer priorities.

• A collaborative mindset and the ability to work effectively in a fast-paced, evolving environment.

• A genuine interest in technology, continuous learning, and the practical application of artificial intelligence and machine learning.

Additional assets that would strengthen your application:

• Python coding skills that can support technical investigations, troubleshooting, and customer-specific solutions.

• Experience supporting enterprise customers in a Software-as-a-Service (SaaS), Internet of Things (IoT), or Platform-as-a-Service (PaaS) environment.

• Familiarity with tools such as Salesforce, Zendesk, Jira, Gainsight, and Tableau.

• Experience using AI tools, with familiarity with Gemini considered an advantage.

Benefits

• Annual base salary: CAD $93,075–$120,450, depending on location, relevant knowledge, skills, and experience. The applicable range may vary by approved pay zone.

• Performance-based bonus or variable compensation, in addition to base salary.

• Equity opportunities for eligible roles.

• Comprehensive health benefits and parental leave plans.

• Flexible, employee-led remote work model, subject to role and operational requirements.

• Professional development stipend to support ongoing learning and career growth.

• Opportunities to expand technical expertise, strengthen customer relationships, and contribute to a growing team.

• A collaborative, innovation-focused environment where employees can take ownership, develop their skills, and make a tangible impact on the safety, efficiency, and sustainability of physical operations.