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Technical Account Manager

2 weeks ago

Kitchener, Ontario, Canada Trackunit Full time

Do you thrive at the intersection of technology and customer success? In this role, you'll be the trusted technical advisor for some of the most forward-thinking companies in construction, guiding them to unlock the full potential of IoT, solve complex integration challenges, and shape how entire fleets operate. 

As the bridge between customers and innovation, you'll play a central role in driving impact: ensuring key accounts get maximum value from our platform, validating new features with early adopters, and bringing back insights that sharpen our roadmap. If you're excited about combining technical expertise with relationship building, this could be the opportunity you're looking for.

With locations in the hearts of London, ON and Kitchener, ON we offer you a flexible setup with the possibility to work from one of our locations or in a hybrid model. We're also open to remote candidates across Canada, with a preference for those in Eastern or Central time zones to help make team collaboration across EMEA and AME smoother.

What's in it for you?

  • A place in an agile growth SaaS business, with possibilities to grow internally in the company. We are moving quickly, so fasten your seat belt and prepare to adjust. Back in 2020 we were 150 employees at Trackunit and we have just passed 450 employees.

  • We take your personal and professional development goals seriously and we support them through training, coaching and mindfulness as well as with an open feedback culture to enable you to identify your strengths and opportunities. We do this by touching upon your impact on our triple focus: impacting yourself, impacting teams/relations and impacting the organisation/strategy.

  • Flexibility and hybrid working is not just a cliché to us or something we state in a job posting. We do offer you a flexible setup and believe that you best can structure how your routines look like. And once you have chosen how you work best, let us know what you need: we got you covered with the IT equipment you need for your work.

  • Turning the Tide. At Trackunit, we aim to create and contribute to an inclusive workplace. And this priority starts with our hiring - we do not discriminate on the basis of gender identity, sexual orientation, personal expression, ethnicity, religious belief, or disability status. We only assess candidates on their qualifications and merit. Learn more about TIDE and other DE&I initiatives here. 

Who are you ideally?

  • A bachelor's degree in engineering, computer science, or a related field; an advanced degree would be beneficial.

  • Extensive experience in technical account management or customer-facing roles within the SaaS, IoT, and industrial IoT industries.

  • Deep understanding of IoT solutions architecture, protocols, and connectivity technologies.

  • Previous experience with driving technical innovation and customer success in strategic accounts.

  • Great communication and interpersonal skills, with the ability to articulate complex technical concepts to diverse audiences.

  • Strategic thinker with a proactive approach to problem-solving and driving business outcomes.

Don't meet every single requirement? No worries - this is what we're looking for ideally, but if you're super excited about this role but your past experience doesn't align perfectly with every qualification, we encourage you to apply.

Primary responsibilities:Customer maturity and product adoption:

  • Work closely with customers' technical teams to integrate the Trackunit system and products into daily business operations.

  • Help the customer further integrate the Trackunit system into existing systems so they can automate processes and react to actionable insights.

  • Proactively keep Trackunit solution environments operationally healthy for assigned customers - product adoption, data, and platform health are critical to customer success.

  • Provide ad hoc technical consultancy to customers regarding specific technical objectives, including new machine types, new technology, and specialty equipment fleets.

  • Train the customer in new features and drive successful adoption.

  • Serve as the primary technical escalation point of contact for assigned customers and work closely with cross-functional teams in that support.

  • Develop and nurture strong, long-lasting relationships with technical stakeholders for assigned customers.

Be the customers' voice internally:

  • Proactively engage with Product Management to drive discussions on automating and scaling IoT configuration and implementation processes.

  • Collaborate on the development of tools, frameworks, and best practices to streamline the IoT configuration process and enhance the scalability of Trackunit's IoT solution.

  • Collaborate with cross-functional teams to ensure alignment between customer needs and product roadmap, driving customer success and retention.

Our hiring process

Don't waste your time on writing the best possible cover letter for the job. We want you to create an impact that matters, and that's not in the cover letter.

  • Your first chat will be with Todd Gunther, Director of Technical Account Management, and the leader you'll be reporting to in this role.

  • Interview with relevant people from the team, so you'll get to know them and the team better. 

  • Personality-based interview. You will be asked to fill out an online personality assessment using use Hogan prior to the interview. Our Hogan assessment enables us to understand your abilities and how you align with our team culture. Instead of seeking 'appropriate' responses, the priority is to develop a meaningful exchange that illustrates your synergy with the Trackunit team.

  • Assignment-specific interview. We want you to get an insight into some of the concrete work tasks or projects related to the role. You will be given a case to prepare prior to the interview, and at the interview, you will present the case to relevant colleagues from across Trackunit, who you'll also work closely with in the job.

  • If needed, throughout the process we will obtain references from former employers and do background checks for level specific, if you have not provided these yourself.

  • Offer presentation and walk-through. We're lucky to have you

The question is: Are you in? 

Trackunit is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, colour, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic.

Trackunit also prioritizes providing reasonable accommodations for qualified people with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let our People & Talent team know.