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.