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 client-facing technical role focused on helping strategic financial institution customers maximize the value of an advanced AI platform.

You’ll serve as a trusted technical partner, working closely with Customer Success Managers, Solutions Architects, customer IT teams, and internal stakeholders.

The role combines technical problem-solving, platform adoption, integration management, security, system optimization, and customer relationship management.

You’ll manage a focused portfolio of 4-7 strategic accounts, enabling deep technical partnerships and comprehensive customer engagement.

You’ll help customers optimize configurations, resolve complex issues, improve productivity, and identify opportunities for technical expansion.

The position offers significant influence within a distributed, high-growth team where your work can help shape evolving processes and practices.

It is an excellent fit for a technically strong communicator who can translate complex concepts into practical guidance for both technical teams and executive audiences.

Accountabilities:

• Drive platform adoption and customer growth in partnership with Account Teams, Customer Success Managers, and Solutions Architects.
• Build strategic, trusted relationships with customer IT teams and internal stakeholders, acting as the primary technical resource for assigned accounts.
• Manage a focused portfolio of 4-7 strategic accounts and develop deep knowledge of each customer's technical environment, priorities, and roadmap.
• Gather customer feedback, identify recurring needs, and contribute insights to product improvement initiatives.
• Lead complex technical troubleshooting efforts and provide proactive guidance to prevent issues and improve customer outcomes.
• Monitor and maintain system integrations, technical configurations, and security settings to support reliable platform performance.
• Implement risk-monitoring approaches and proactively identify, investigate, and resolve technical issues.
• Design and implement effective configuration and routing strategies tailored to customer requirements.
• Analyze performance metrics and operational data to identify opportunities to improve productivity, efficiency, and platform utilization.
• Identify opportunities for technical expansion aligned with customer roadmaps and evolving business needs.
• Collaborate across technical and customer-facing teams to ensure effective communication, issue resolution, and long-term customer success.
• Work with technologies including REST APIs, WebRTC, WebSockets, SIP, media streaming, Swift, Java, Kotlin, Jira, QuickSight, and Salesforce.

Requirements:

• 5+ years of experience in technical consulting, technical account management, solutions architecture, or a comparable client-facing technical role.
• Strong understanding of software development and front-end development concepts.
• Proven technical problem-solving abilities, with strong prioritization skills and the ability to manage multiple customer needs effectively.
• Experience with Contact Center as a Service (CCaaS) solutions and SIP is a significant advantage.
• Strong verbal and written communication skills, with the ability to build credibility and trust with technical and business stakeholders.
• Ability to explain complex technical concepts clearly to non-technical executives and decision-makers.
• Strong customer orientation and the ability to balance technical requirements with business outcomes.
• Comfortable collaborating with cross-functional teams in a distributed and fast-moving environment.
• Analytical mindset with the ability to use performance data and technical signals to identify opportunities and risks.
• Bachelor's degree in a relevant field.
• Ability to work independently, take ownership of customer outcomes, and contribute effectively within a small, high-impact team.

Benefits:

• Competitive salary and stock options.
• Professional development support, including training, courses, conferences, and books.
• Access to the latest tools and equipment needed to perform the role effectively.
• Sports compensation.
• Reimbursement for therapy and counseling sessions.
• Team events, including annual employee awards, internal hackathons, and a variety of social and cultural activities.
• Opportunity to work within a globally diverse organization representing 25 countries.
• Collaboration with a distributed team across Canada and the United States.
• Opportunity to make a significant impact within a rapidly expanding organization and help shape evolving team practices.