Enterprise Technical Account Manager

2 weeks ago Be among the first 25 applicantsGet AI-powered advice on this job and more exclusive features.Direct message the job poster from Apex SystemsApex Systems, a global IT services provider, has an opening within our Consulting Practice in the Online Retail space. We are seeking an experienced Enterprise Technical Account Manager (TAM) with strong API troubleshooting, automation, and B2B experience to support one of our large e-commerce/retail clients.Contract/FTE: contractLocation: Toronto, hybrid modelStart Date: ASAPOverviewAs an Enterprise Technical Account Manager, you will leverage your customer-facing skills, technical expertise, and relationship-building capabilities to guide retailers through the client’s platform. You’ll be responsible for leading technical conversations across a set of enterprise retail accounts, helping to solve large-scale business challenges, and working closely with Engineering, Product, Business Development, and other cross-functional teams.This is an exciting opportunity for a self-driven and highly motivated professional seeking a meaningful role in transforming how consumers shop through an innovative e-commerce platform.Key Responsibilities1. Technical Support & Relationship ManagementServe as the technical point of contact for retailer partners.Own the success of partner technical deployments, including releases, upgrades, bug fixes, and enhancements.Diagnose and triage issues related to platform functionality and 3rd-party integrations.2. Performance Optimization & Customer AdvocacyContinuously monitor technical performance across your portfolio — error rates, data feeds, uptime, etc.Proactively adjust configurations and settings to improve platform health.Advocate on behalf of customers for product enhancements or issue resolution.3. Cross-Functional Collaboration & ExecutionCollaborate with geographically dispersed teams including Engineers, Product Managers, and Business Development.Lead technical status calls and ensure resolution of open issues (across production and non-production environments).Coordinate with internal teams to plan, mitigate, and execute production changes.Triage and manage retailer tickets through Jira Service Desk while meeting SLA requirements.Drive continuous process improvement and operational maturity using learnings from incidents and feedback.4. Documentation & Knowledge SharingMaintain up-to-date internal documentation, including integration specifics and technical support processes.Create and share “best practices” and playbooks for internal and external stakeholders.Stay current on platform features, best practices, and limitations.About YouEducation & Experience:Bachelor’s degree in Computer Science, or related field (or equivalent experience).2+ years in a Technical Account Manager role supporting enterprise-level SaaS solutions.Technical Proficiency:Solid understanding of distributed systems, release/version management, and SaaS logistics.Hands-on experience with SQL and RESTful APIs.Comfortable with Linux command line and Git.Exposure to programming languages such as Python or Ruby is a plus.Incident & Process Management:Experience with incident management in production environments.Proven ability to initiate and lead process improvements to enhance customer outcomes.Highly independent, self-motivated, and thrives in fast-paced, ambiguous settings.Excellent communication, presentation, and stakeholder management skills.Strong analytical mindset with a data-driven decision-making approach.Able to translate complex technical concepts for non-technical and executive audiences.Bonus Skills:Familiarity with DevOps tools like Jenkins, Spinnaker, AirFlow, Terraform.Experience with cloud environments (AWS, GCP), containers (Docker), and orchestration (Kubernetes).You Will Work Closely With:Business DevelopmentTechnical Project ManagementSolutions DeliveryYou will report into our client’s Engineering Organization and play a key role on the Technical Delivery Team.Seniority levelSeniority levelMid-Senior levelEmployment typeEmployment typeContractJob functionJob functionInformation TechnologyIndustriesIT Services and IT ConsultingReferrals increase your chances of interviewing at Apex Systems by 2xGet notified about new Technical Account Manager jobs in Toronto, Ontario, Canada.Grocery Retailer, and Pharmacy Key Account Manager (KAM)Customer Success Manager - Strategic AccountsToronto, Ontario, Canada CA$90,000.00-CA$110,000.00 4 weeks agoManager, Restaurant Technology Support, Tim Hortons, CanadaToronto, Ontario, Canada CA$100,000.00-CA$125,000.00 1 month agoToronto, Ontario, Canada CA$110,000.00-CA$130,000.00 21 hours agoWe’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr