Technical Account Manager

Position can be remote anywhere in North America. Job posting options didn't allow this.

Position Overview

The Technical Account Manager (TAM) is responsible for managing a portfolio of high-value customers, acting as their primary technical point of contact to ensure ongoing account health, successful product adoption, and satisfaction. In this role, you will proactively facilitate technical escalations, coordinate cross-functional teams to address customer needs, and deliver regular business reviews to demonstrate value and align on objectives. The TAM will be measured by customer satisfaction scores, gross dollar retention, and the ability to anticipate and mitigate churn risk through exceptional customer engagement and support.

Responsibilities and Deliverables

• Manage a portfolio of high-value customers, building trusted, strategic advisor relationships while ensuring the ongoing health, satisfaction, and success of each account.
• Proactively evaluate and identify opportunities to improve processes and systems that enhance the customer experience and maximize solution value.
• Collaborate cross-functionally with Sales and Customer Success teams to deliver a seamless and comprehensive account management experience for high-value customers.
• Partner with Support and Services teams to ensure technical requests and issues are prioritized, escalated, and resolved in a timely and efficient manner.
• Monitor customer health and support metrics, creating actionable plans to address risks and improve retention.
• Serve as a technical point of contact, addressing customer requests and concerns directly where possible, and coordinating with internal resources for additional support when needed.
• Develop and maintain a deep understanding of the product, including features, applications, and integrations, to provide informed technical guidance to customers.
• Gain a thorough understanding of each assigned customer's account history, software configurations, and integrations to provide tailored technical support and advice.
• Participate in advanced technical triage meetings, presenting customer-specific challenges and contributing expertise to ongoing investigations.
• Translate customer problems and requests into actionable technical requirements for internal teams, and communicate technical solutions back to customers in clear, customer-friendly terms.
• Coordinate across departments to ensure customer inputs are addressed by the appropriate teams and requirements are met effectively.
• Attend customer executive business reviews, providing insights into technical outcomes, solution performance, and future opportunities.
• Act as the primary escalation point for technical and engineering issues, ensuring swift resolution, clear communication, and regular status updates to customers.
• Leverage Fortive Business System tools to identify and resolve problems, optimize processes, and drive continuous improvement.
  Contribute to the ongoing enhancement of the Technical Account Management program by identifying areas for process optimization and implementing best practices.

Organizational Alignment

• Reports to Senior Director, Support

Qualifications

Skills & Work Traits

• Extraordinary people skills: must be empathetic, patient, confident, good-humored, and able to interact well with a broad spectrum of personality types.
• Strong problem-solving skills with ability to analyze and make an educated decision.
• Strong written and verbal skills; including the ability to present technical issues to a non-technical audience.
• Intelligent, self-motivated, quick thinking, and fast learning.
• Excellent prioritization and organization skills.
• Understanding of KanBan, GAMP, SDLC, and Basic Troubleshooting Methodologies.
• Understanding of Environmental, Health, Safety or Quality is considered an asset.
• Bilingualism is considered an asset.

Technical Competencies

• Understanding of application programming languages (ASP.NET, XML, Java Script), database languages (SQL, T-SQL), transaction tracking (developer tools, New Relic, system tracing), Microsoft office, screen capture, and time tracking tools.
• Solid understanding of web-based application architectures.
• Knowledge of object-oriented design principles.
• Prior experience with CRM and Support applications.

Experience

• Minimum 3 years of experience in the technology industry (preferably SaaS) working in Customer Success, Account Management, Consulting, Technical Support, Project Management or Engagement Management.

Education

• Bachelor's Degree or College Diploma in Computer Science/Information Systems, or equivalent Experience.
• An MCSE certification is an asset.

Other Requirements

• Please note that this role requires a satisfactory Criminal Background Check and Public Safety Verification

Company Overview

With more than 1000 clients and one million users, Intelex Technologies Inc. is a global leader in Environmental, Health, Safety (EHS) and Quality management software. Since 1992 its scalable, web-based platform and applications have helped clients across all industries improve business performance, mitigate organization-wide risk, and ensure sustained compliance with internationally accepted standards (e.g. ISO 9001, ISO 14001 and OHSAS and regulatory requirements. Intelex is one of Canada's most highly awarded and fastest-growing tech companies and has been named one of Canada's Most Admired Corporate Culture, Best Managed Companies in Canada, one of the fastest growing companies in PROFIT Magazine, as well as one of the country's top employers by Aon Hewitt and Best Small and Medium Employers. For more information, visit

Fortive Corporation Overview

Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care.

We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

About Intelex

Since 1992, Intelex Technologies, ULC. is a global leader in the development and support of software solutions for Environment, Health, Safety and Quality (EHSQ) programs. Our scalable, web-based software provides clients with unprecedented flexibility in managing, tracking and reporting on essential corporate information. Intelex software easily integrates with common ERP systems like SAP and PeopleSoft creating a seamless solution for enterprise-wide information management. Intelex's friendly, knowledgeable staff ensures our almost 1400 clients and over 3.5 million users from companies across the globe get the most out of our groundbreaking, user-friendly software solutions. Visit to learn more.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at

Since 1992, Intelex Technologies, ULC. is a global leader in the development and support of software solutions for Environment, Health, Safety and Quality (EHSQ) programs. Our scalable, web-based software provides clients with unprecedented flexibility in managing, tracking and reporting on essential corporate information. Intelex software easily integrates with common ERP systems like SAP and PeopleSoft creating a seamless solution for enterprise-wide information management. Intelex's friendly, knowledgeable staff ensures our almost 1400 clients and over 3.5 million users from companies across the globe get the most out of our groundbreaking, user-friendly software solutions. Visit to learn more.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at

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