Technical Account Manager

7 months ago


Toronto, Canada HICX Full time

HICX is a leading worldwide provider of enterprise SaaS solutions for digital supplier management. Learn more about HICX

We are looking for a Technical Account Manager (TAM) or Technical Customer Success Manager (CSM) to help our customers realize maximum value and satisfaction from our SaaS products.

As a TAM you act as a trusted technical advisor to HICX customers and ensure that they maximize their investment in the HICX platform. You are responsible for the success of the customer.

You are an energetic and organized self-starter; you live and breathe technology, account management, support processes as well as incident management. You can build and maintain effective relationships with the right stakeholders and can clearly communicate technical concepts to end users and senior stakeholders alike. You will be a key driver of growth for the company by supporting the uptake of the SaaS software by end users and growing accounts. You will contribute to the ongoing development and enhancement of the SaaS product suite. You will have the opportunity to also play a key role in the development of the Customer success function in HICX.

This role is an extension of technical support, with the focus of improving customer success and facilitating engagement with HICX services teams including Support and Professional Services. Assist customers with escalation, while driving adoption and increased utilization of HICX with each customer.

We are looking for an individual that is fluent in English; a creative analytical problem solver that can communicate across a range of roles, with a passion for data and software.

**Responsibilities**
- Manage Customer accounts at all levels
- Drive successful Customer onboardings by working closely with the Customer and the software implementation team to deliver a quality onboarding experience.
- Coach and mentor your Customers in the effective use and administration of HICX.
- Develop and maintain relationships with the customer to ensure continued growth and further adoption of HICX.
- Provide hands-on guidance for Customers and introduce the customer into various services teams where required
- Manage customer escalations effectively from end to end ensuring that Customers expectations are managed throughout by facilitating communication between the customer and HICX technical teams
- Coordinate releases of new functionality by working closely with the with the deployment and service teams. Where required, participate in the testing of new functionality
- Prepare business continuity plans to enable effective response to service impacting issues
- Report to the management team with relevant information and feedback regarding Customer Accounts and their use of HICX.
- Conduct regular Customer meetings to review and discuss service performance, feedback and upcoming changes/releases
- Manage and maintain the database of key Customer data.
- Obtain regular customer feedback and ideas that can be converted into tangible actions to improve customer satisfaction and adoption.
- Identify ways to reduce support case load through education, documentation and introduction of value-added services.
- Continually track, monitor and manage customer health and identify ways to increase the return on their HICX investment.
- Drive the customers' voice within HICX by facilitating product and service feedback. Providing our teams with data to determine product priorities, customer adoption patterns and service needs.
- Own and drive Monthly and Quarterly business reviews with customers.
- Clearly advocate the success stories of your customers as they realize value from utilizing HICX to solve their business problems
- Assist the sales team to identify software and services expansion opportunities in our existing customer base

**Requirements**:

- Fluent in English
- 5+ years of experience as a Technical Account Manager or a Technical Customer Success Manager or Technical Implementation Consultant within the SaaS space or related experience
- A relentless passion for business, technology and customers.
- Strong in-person and written customer communication skills
- Strong Problem-solving skills around technical, product, and business questions
- Highly organized
- Ability to communicate effectively across various stakeholders.
- Ability to prioritize work assignments based on the needs of the department or business goals.
- Ability to work independently and be self-motivated.
- Ability to work effectively in a distributed team environment.
- SQL, SAP or Oracle experience highly preferred
- Experience in the deployment and adoption of SAAS technologies within large organizations a plus

**Benefits**
- Work from anywhere in Canada - we are a fully remote company.
- Flexible PTO - We offer 25 days of paid holiday per year + 3 Public Holidays.
- Connect and socialize with the team during our company socials and off-site events.
- We celebrate special occasions with you - like your birthday Addi



  • Toronto, Canada Docebo Full time

    As a Technical Account Manager, your mission is to build, grow and deepen our customer relationships to ensure our customers are successful with Docebo. You are passionate about helping customers connect their goals and challenges with our suite of LMS solutions. Your goal is to make every one of our customers a lifelong partner. A Technical Account Manager...


  • Toronto, Canada LocalStack Full time

    LocalStack has a large and active open source community (49k+ stars on GitHub) with several 100k active users worldwide and 180M+ downloads to date. With a growing international customer base across Fortune Global 500 companies for our Pro and Enterprise offerings, as well as a growing, globally distributed team of top-notch engineers and GTM experts, we are...


  • Toronto, Canada Braze Full time

    At Braze, we have found our people. We're a genuinely approachable, exceptionally kind, and intensely passionate crew. We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity - inside and outside...


  • Toronto, Canada Radware Bot Manager Full time

    Enterprise Regional Sales Manager - Toronto - (24000029) **What is the job**: - Prospect for new accounts across all verticals of Financial, Ecommerce, EDU, Gaming and Enterprise - Farm the regional base of active customers - up-selling and cross-selling. - Manage accounts to maintain a strong relationship with Radware and to keep them constantly appraised...


  • Toronto, Canada LocalStack Full time

    We are a young, fast-growing startup, headquartered in Zurich/Switzerland with a development office in Vienna/Austria and remote team members from around the world (incl. US, FR, UK, IN, MX, IE). At LocalStack, we’re building world-class tooling to support highly efficient dev&test feedback loops for cloud application developers. Our core product is the...


  • Toronto, Canada Iress Limited Full time

    See yourself being part of a large, transformational change? This could be the role for you! Who We Are At Iress, we believe technology should help people perform better every day. Since our beginning in 1993, people across financial services have trusted us to take their performance to the next level. From the world’s most established financial brands...


  • Toronto, Canada Automation Anywhere Full time

    About Us Automation Anywhere is a leader in AI-powered process automation that puts AI to work across organizations. The company’s Automation Success Platform is powered with specialized AI, generative AI and offers process discovery, RPA, end-to-end process orchestration, document processing, and analytics, with a security and governance-first approach....


  • Toronto, Canada Twilio Full time

    **See yourself at Twilio.** Join the team as our next Technical Accounting Manager on Twilio's Technical Accounting & SEC Reporting Team **Who we are & why we're hiring** Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively...


  • Toronto, Canada Briza Full time

    **Job Summary** **Responsibilities**: - Communicate with clients to understand their technical needs and provide solutions - Develop and maintain strong client relationships to drive business development opportunities - Utilize Salesforce to track account activity and sales progress **Qualifications**: - Proven experience in account management, SaaS and...


  • Toronto, Canada Automation Anywhere Full time

    **Our opportunity**: We are currently seeking Sr. Technical Account Manager to join our world-class support team. The Technical Account Manager provides end-to-end reactive/proactive case and support escalation management. Responsible for providing technical advice, as well as expertise to RPA Customer Administration and technical project groups. In...


  • Toronto, Canada TMX Group Limited Full time

    Venture outside the ordinary - TMX Careers The TMX group of companies includes leading global exchanges such as the Toronto Stock Exchange, Montreal Exchange, and numerous innovative organizations enhancing capital markets. United as a global team, we’re connecting cross-functionally, traversing industries and geographies, moving opportunity into action,...


  • Toronto, Canada MongoDB Full time

    MongoDB’s mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry-leading developer data platform, MongoDB...


  • Toronto, Canada TSX Inc. Full time

    Venture outside the ordinary - TMX Careers The TMX group of companies includes leading global exchanges such as the Toronto Stock Exchange, Montreal Exchange, and numerous innovative organizations enhancing capital markets. United as a global team, we’re connecting cross-functionally, traversing industries and geographies, moving opportunity into...


  • Toronto, Canada Braze Full time

    At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and...

  • Technical Accountant

    5 months ago


    Toronto, Canada Munich Reinsurance Company of Canada Full time

    Technical Accountant We care for humankind – and that starts with our people Our greatest strength lies not in what we do – but how we do it. It’s the unique individual behind every piece of work who matters the most. Our people make Munich Re a global success. Working at Munich Re gives us access to the depth, breadth, and mindset we want in...


  • Toronto, Canada Trend Micro Full time

    Trend Micro, a global cybersecurity leader, helps make the world safe for exchanging digital information. Fueled by decades of security expertise, world-leading global threat research and intelligence, and continuous innovation, our cybersecurity platform protects hundreds of thousands of organizations and millions of individuals across clouds, networks,...


  • Toronto, Canada Softchoice Full time

    As an AWS Technical Account Manager, you’ll play a critical role helping our customers realize their stated business outcomes by adopting AWS Cloud. As a new role within an established organization, your motivation to build best practices and drive outcomes will be critical to your success. You’ll be an integral part of the overall account team, joining...

  • Account Manager

    4 weeks ago


    Old Toronto, Canada LocalStack 1.0 LocalStack GmbH Full time

    p>We are a young, fast-growing startup, headquartered in Zurich/Switzerland with a development office in Vienna/Austria and remote team members from around the world (incl. At LocalStack, we’re building world-class tooling to support highly efficient dev&test feedback loops for cloud application developers. Our core product is the LocalStack cloud emulator...


  • Toronto, Canada Technical Standards & Safety Authority Full time

    **About Us**: Since 1997, the Technical Standards and Safety Authority (TSSA) has delivered public safety services on behalf of the government of Ontario. With headquarters in west Toronto, the TSSA is a self-funded, not-for-profit organization that employs approximately 450 staff across Ontario. The roles within the TSSA are as diverse as the Province we...


  • Toronto, Canada Zenith System Solutions Inc. Full time

    **Qualifications** - Bachelor’s Degree or equivalent experience - Experience working with Windows Server, Linux & MAC platforms - Knowledge of enterprise web technologies, security and cutting-edge infrastructures - Excellent customer service skills and ability to quickly establish technical credibility with customers - Excellent communication skills,...