Job Title:
Technical Account Manager
Location:
Hybrid with 1-2 days onsite in Surrey, BC (Guildford area)
About the Role:
Our client is looking for an experienced Technical Account Manager (TAM) to join their Corporate Accounts team. As a TAM, you’ll be the primary technical advisor for top Canadian customers, partnering with them to align our products with their evolving needs and ensuring a seamless, impactful experience. Reporting to the Manager of Strategic Corporate Accounts, you’ll bridge the gap between customers and our Sales, Product, and Delivery teams, helping tailor solutions that reflect industry best practices and exceed client expectations.
Key Responsibilities:
1. Client Partnership & Relationship Building
Serve as the primary technical liaison, building and maintaining trusted relationships with key contacts in assigned corporate accounts.
Deeply understand each client’s technical environment, business requirements, and strategic goals, positioning our products as effective solutions.
2. Technical Guidance & Support
Provide expert guidance on product usage, troubleshooting, and system optimization, empowering clients to make the most of our solutions.
Lead demonstrations and training sessions as needed to support the onboarding and continued engagement of clients.
3. Performance Monitoring & Optimization
Regularly assess client usage, performance metrics, and feedback, identifying opportunities for proactive support to maximize product effectiveness and user satisfaction.
Track and review open support cases, collaborating with the support team to drive efficient resolutions and enhance the client experience.
4. Escalation & Issue Management
Actively manage and resolve escalated client issues, coordinating with support and engineering teams to deliver timely, thorough solutions.
5. Product Expertise & Knowledge Sharing
Become an authority on our software solutions and share insights by developing Knowledge Base Articles, FAQs, and other resources to assist both clients and internal teams.
6. Customer Needs Discovery & Feedback Collection
Conduct in-depth discovery sessions with customers to capture technical requirements and feedback, enabling continuous product improvement.
Partner with the Manager of Strategic Accounts and project managers to ensure client feedback flows seamlessly into our product and engineering processes.
7. Documentation & CRM Management
Maintain detailed records of client interactions, technical challenges, and resolutions within CRM systems to support client continuity and high service standards.
Qualifications:
2-3 years of experience in a customer-facing technical role such as Technical Account Management, Solutions Engineering, Sales Engineering, or Technical Support.
Proven success in building professional relationships with large enterprise clients.
Strong customer-first mentality with exceptional communication and interpersonal skills.
Demonstrated analytical and troubleshooting skills, with the ability to work under deadlines in a dynamic environment.
Experience in the dental or medical industry is an asset.
Proficiency in conducting software demonstrations is advantageous.
Compensation:
CAD $75,000 – $85,000 annually
Compensation:USD 75000-85000
