Technical Account Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Account Manager based in Canada.

This is a customer-facing technical role focused on helping enterprise customers maximize the value of a rapidly evolving SaaS platform.

You will lead complex integrations, identity management initiatives, data services, and technical implementations throughout the customer lifecycle.

The role combines technical consulting, solution design, troubleshooting, and strategic customer partnership.

You will collaborate closely with Sales, Account Management, Solutions Consulting, Product, Engineering, and Customer Success teams.

As a trusted technical advisor, you will translate business requirements into scalable solutions while identifying opportunities for automation and improved workflows.

You will also act as a senior escalation point for complex technical challenges and contribute to documentation, enablement, and strategic initiatives.

The position is fully remote and supports both North American and European markets, offering broad exposure in a collaborative, high-growth environment.

Accountabilities

• Lead the implementation and delivery of standard and custom customer integrations, managing technical timelines and ensuring successful outcomes.
• Configure and support enterprise identity solutions, including SSO, SAML, SCIM, JIT provisioning, identity-provider changes, and post-launch migrations.
• Coordinate API integration projects and implement GraphQL, sFTP, data connector, and other advanced data exchange solutions.
• Advise customers on integration architecture, APIs, data services, reporting capabilities, platform best practices, and opportunities for workflow automation.
• Translate customer business requirements into scalable technical solutions and lead customer-facing technical consultation sessions.
• Partner with Sales and Solutions Consulting during the sales cycle by supporting discovery, answering technical questions, reviewing integrations, and identifying opportunities for additional technical services.
• Support Account Management teams with technical strategy for integration and data-service opportunities.
• Serve as a Tier 3 escalation point for complex authentication, provisioning, API, integration, and data-synchronization issues.
• Troubleshoot complex technical problems in collaboration with Engineering and ensure customers receive clear communication and timely resolutions.
• Work cross-functionally with Product and Engineering to communicate customer feedback and influence future platform improvements.
• Develop and maintain customer-facing and internal documentation covering APIs, integrations, technical processes, and best practices.
• Deliver technical enablement and knowledge sharing to Customer Success, Sales, Solutions Consulting, and other internal teams.
• Lead strategic technical projects involving customers and multiple internal stakeholders, including complex implementations and initiatives prioritized by leadership.

Requirements

• 4+ years of experience in Technical Account Management, Technical Consulting, Solutions Engineering, Professional Services, or a comparable customer-facing technical role within a B2B SaaS environment.
• Proven experience working with enterprise customers and delivering technical implementations or professional services engagements.
• Hands-on experience implementing or supporting APIs, integrations, identity management solutions, or enterprise SaaS platforms.
• Strong understanding of REST and/or GraphQL APIs, web services, authentication methods, and data exchange concepts.
• Practical knowledge of SSO, SAML, SCIM, OAuth, and enterprise identity providers such as Okta, Azure AD, Google Workspace, or Ping.
• Strong customer-facing communication skills, with the ability to explain complex technical concepts clearly to both technical and non-technical stakeholders.
• Demonstrated ability to translate business requirements into practical, scalable technical solutions.
• Strong troubleshooting, analytical, and problem-solving skills, with the ability to manage complex technical escalations.
• Ability to collaborate effectively across Sales, Account Management, Product, Engineering, Solutions Consulting, and Customer Success.
• Experience with SQL, PostgreSQL, MySQL, or other relational databases is an asset.
• Familiarity with BigQuery, enterprise reporting or BI platforms such as Metabase, and project management tools such as Jira or Confluence is desirable.
• Familiarity with Ruby on Rails or modern web application architectures is a plus.
• Retail technology or retail operations experience is considered an advantage.

Benefits

• Competitive compensation: CAD $129,122.10-$157,815.90 annual salary range, with compensation aligned to experience, skills, market conditions, and location.
• Remote-first flexibility: Fully remote work with the flexibility to work from Canada while supporting both North American and European markets.
• Equity: Stock options providing meaningful ownership in a growing technology company.
• Flexible time off: Flexible vacation and time-off policies designed to support sustainable performance and work-life balance.
• Extended benefits: Comprehensive medical, dental, and vision coverage.
• Professional development: Unlimited access to Udemy Business and support for continuous learning.
• Workspace support: Monthly coffee-shop stipend to help employees vary their remote work environment.
• Paid sabbatical: A fully paid one-month sabbatical after five years of service.
• Team connection: Annual company-wide offsites and opportunities to connect with colleagues in person.
• Volunteering: One paid day off each quarter to volunteer with a nonprofit of your choice.
• Inclusive culture: A collaborative, diverse, and supportive remote environment focused on meaningful work and shared impact.