Technical Account Manager

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