Technical Account Manager

2 weeks 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

  • Technical Account Manager

    6 days ago

    Toronto, Ontario, Canada Updata Partners Full time

    We are looking for a Technical Account Manager to join our team at Updata Partners. As a Technical Account Manager, you will play a critical role in building and maintaining relationships with our customers and ensuring that their technical needs are met.About the RoleThe Technical Account Manager will be responsible for building and maintaining...

  • Technical Account Manager

    1 week ago

    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...

  • Technical Account Manager

    3 days ago

    Toronto, Ontario, Canada Government of Canada - Central Full time

    About the RoleThe Government of Canada - Central is seeking a Technical Account Manager to join our team. As a Technical Account Manager, you will be responsible for building strong relationships with clients and providing technical expertise to support their business needs.Key ResponsibilitiesBuild and maintain strong relationships with clients through...

  • Technical Account Manager

    2 weeks ago

    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...

  • Technical Account Manager

    7 days ago

    Toronto, Canada Docebo Full time

    Hey you! Want to work for one of the fastest growing SaaS companies in the world? We’re building the next generation of learning software that companies like AWS, Netflix, Opentable and L’Oreal rely on to deliver training We believe learning is for everyone, and that we all have something we can learn from each other. We rely on one another to...

  • Manager, Technical Accounting

    2 weeks ago

    Toronto, Canada Equinix Full time

    Manager, Technical Accounting Equinix is the world’s digital infrastructure company, operating 245+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global...

  • Manager, Technical Account Management

    1 week ago

    Toronto, Canada Flinks Full time

    **About Flinks** Flinks is driven by the belief that data should belong to the consumers. We enable the open, consent-based exchange of financial data while empowering businesses to connect their consumers with the services they want. Flinks connects to over 250 million financial accounts, and is trusted by hundreds of world-class companies. Flinks helps...

  • Technical Account Manager

    1 week ago

    Toronto, Canada SnapTravel Full time

    **About Us** Snapcommerce provides access for everyone to experience more of what life has to offer, whatever their income or circumstance. We solve real-world problems in fintech, travel, and eCommerce as we help our millions of customers spend less and save more. We have raised over $100MM to date and have driven over $1B in sales since the release of...

  • Technical Account Manager

    3 days ago

    Old Toronto, Canada Darktrace Full time

    As a Technical Account Manager at Darktrace, you will be responsible for the technical engagement of the Proof of Value (POV) from end to end, while working closely with the Account Executive team.Key Responsibilities:Being accountable for the POV process from start to finish.Designing, documenting, and communicating solution architectures for Darktrace...

  • Technical Account Manager

    2 weeks ago

    Toronto, Canada Affirm Full time

    Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest. **Technical Account Manager**: Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or...

  • Technical Account Manager

    2 weeks ago

    Toronto, Canada Salesforce Full time

    Job Category Customer Success Job Details **About Salesforce** We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your...

  • Technical Account Manager

    1 week ago

    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...

  • Technical Account Manager

    2 weeks ago

    Toronto, Canada BioConnect Full time

    **About BioConnect**: BioConnect is a rapidly-growing biometric technology and software company. We have set out on a mission to change the way society verifies identity. We believe that people want to use their true, biometric identity to verify who they are instead of relying on approximations of identity like keys, fobs, passwords and PINs that can be...

  • Technical Account Manager

    2 weeks ago

    Toronto, Canada Red Hat Software Full time

    About the job: Red Hat's Technical Services team is looking for an experienced, enterprise-level engineer to join us as a Platform Technical Account Manager (TAM) in Eastern Canada. In this role, you'll work with a small set of key customers to provide hands-on technical and architectural guidance for the Red Hat infrastructure portfolio. At Red Hat,...

  • Technical Account Manager

    1 week ago

    Toronto, Canada Auvik Networks Full time

    **Why should you consider joining Auvik?** - **You want to work at a company that is building impactful, relevant technology.** Auvik's network management software helps IT teams by automating time-consuming tasks, streamlining operations, and mitigating risk. It's more important than ever to be able to remotely monitor and manage network infrastructure, and...

  • Enterprise Regional Sales Manager

    2 weeks ago

    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...

  • Technical Account Manager

    4 weeks ago

    Toronto, Ontario, Canada Apex Systems Full time

    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 Technical Account Manager with 3-5 years B2B sales experience in either the Retail/ecommerce space, as well as experience writing user guides and presenting in front of executives to place at our client. ...

  • Senior Technical Account Manager

    4 days ago

    Toronto, Ontario, Canada Transmit Security LTD Full time

    Transmit Security gives businesses the modern tools they need to build secure, trusted and end-to-end digital identity journeys to innovate and grow. Transmit Security serves many of the world's largest banks, insurers, retailers, and other leading brands, collectively responsible for more than $1.3 trillion in annual commerce.If you thrive in a dynamic...

  • Senior Technical Account Manager

    3 weeks ago

    Toronto, Canada Transmit Security LTD Full time

    Transmit Security gives businesses the modern tools they need to build secure, trusted and end-to-end digital identity journeys to innovate and grow. Transmit Security serves many of the world’s largest banks, insurers, retailers, and other leading brands, collectively responsible for more than $1.3 trillion in annual commerce.If you thrive in a dynamic...

  • Senior Technical Account Manager

    3 weeks ago

    Toronto, Canada Transmit Security LTD Full time

    Transmit Security gives businesses the modern tools they need to build secure, trusted and end-to-end digital identity journeys to innovate and grow. Transmit Security serves many of the world’s largest banks, insurers, retailers, and other leading brands, collectively responsible for more than $1.3 trillion in annual commerce.If you thrive in a dynamic...