Job Description
The role involves leading a team of Technical Account Managers to deliver exceptional technical support and account management for enterprise customers, utilizing data-driven strategies and scalable processes to drive customer success and operational efficiency.
Key Responsibilities
- Oversee and lead a team of Technical Account Managers (TAMs) to ensure high performance and customer success.
- Establish coaching routines and performance benchmarks to meet or exceed targets.
- Develop and implement scalable, AI-assisted workflows for managing enterprise accounts.
- Collaborate with Sales, Product, and Customer Success teams to incorporate customer feedback into product improvements.
- Contribute to strategic planning for scaling the TAM team in a hyper-growth environment.
- Apply data-driven analysis to identify organizational risks, opportunities, and efficiencies.
- Translate technical and business insights into actionable data to improve the platform experience for enterprise customers.
- Manage high-priority technical escalations to ensure swift and permanent resolutions.
Requirements
- Minimum of 3 years in a people manager role with a proven track record of leading globally distributed technical account managers through periods of significant change
- Demonstrated success in achieving technical account management goals and maintaining high retention for enterprise-level customers in a fast-paced environment
- Bachelor's degree in a technical or business field, or equivalent practical work experience
- Demonstrated expertise in IoT, APIs, SQL, and scripting languages, allowing you to act as a credible mentor and technical sounding board for the team
- Prior experience scaling TAM teams or technical service organizations, specifically focusing on building additional services and repeatable service models
- Advanced proficiency with Gainsight, Tableau, Salesforce, or Zendesk to build dashboards, identify trends, and drive proactive, data-led strategies
- Strong business acumen with a focus on driving value-based outcomes and ROI for customers rather than just managing support tickets or task completion
Benefits & Perks
Annual Base Salary between 109,225 and 141,350 CAD
Performance-based bonus variable pay
Equity for eligible roles
Flexible, employee-led remote work model
Comprehensive health plans
Parental leave plans
Professional development stipend
Ready to Apply?
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