Associate Technical Account Manager

5 days ago

Toronto, Ontario, Canada Apex Systems Full time
Associate Technical Account Manager
Apex Systems is a global IT services provider, and our staffing practice has an opening in the Online Retail space for a Associate Technical Account Manager with strong technical API experience, a career progression as either a TAM, Junior Solution Architect or a senior Technical Support specialist could fit for this role to place with our Client, a large ecommerce client.

Start date: ASAP.
Office Location: Toronto
If you encounter technical difficulties submitting your resume, please send a Word version of your resume to Diana at dbaraky@apexsystems.Technical Support and Relationship Management & Collaborative Execution
You will work collaboratively with the CSM team to deliver client-tailored integrations, seamless implementations and provide technical education and guidance to existing clients.
Additionally, you will be part of a group responsible for being the technical point of contact for diagnosing, investigating, and triaging platform functionality and 3rd party integrations.
Optimize your portfolio of accounts by consistently reviewing your customer's technical performance and overall platform health - including error rates, data feed optimization, up-time, etc., understanding the opportunities and then tweaking variables and configurations for improvements.
You will investigate data anomalies (i.e. order creation, cancellations, payments, logins, etc.) and answer support questions from both internal and external parties.
Lead status calls with retailer(s) to drive discussion and resolution on outstanding support issues ranging in severity, complexity, and environment (Production & Non-Production).
Triage and drive resolution on incoming retailer support tickets via Jira Service Desk while managing preset business priorities and adhering to SLAs. Keep up to date on Or Client's products/platform, i.e. new product features, restrictions and limitations, best practices as well as technical details. Meticulously document new ideas, lessons learned, and customer-specific knowledge (integrations, customizations, configurations) in our internal knowledge base. Document customer specific technical support processes and runbooks to ensure team productivity and efficient communication.
Work with business, engineering and product teams to execute on customer priorities and ensure you're also supporting broader goals and objectives for our Client.
Customer Success Management, Business Development, Technical Project Management, and Solutions Delivery.

Knowledge of the logistics of SaaS application development, distributed systems, and release/version management.
You have outstanding technical aptitude and acumen. You can quickly learn the ins and outs of our e-commerce platform to optimize retailer performance.
You excel at learning new software quickly and often have an intuitive knowledge about how product features work.
You have practical hands-on experience and working knowledge of SQL and APIs ( REST).
You have incident management experience for critical issues impacting a production environment.
You can create a sense of urgency for day-to-day priorities requiring immediate attention.
You possess the ability to quickly understand and translate complex product and technical concepts to non-technical and executive audiences through your developed skill set of interfacing with external stakeholders.
You have a data-driven decision-making mentality that will allow you to draw insights and tell a compelling story to improve customer performance and relationships.

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