Technical Account Manager
New
V
Valsoft CorporationHealthcare SaaS
CanadaFull-TimeManager
SalaryAt least 70,000 CAD per year
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Job Details
- Experience
- 3–5 years of experience
- Required Skills
- SalesforceCRM
Requirements
- 3–5 years of experience in Customer Success or Technical Account Management within a B2B SaaS environment.
- Strong experience managing customer relationships, escalations, renewals, and onboarding initiatives independently.
- Excellent project management and organizational skills, with the ability to manage multiple priorities simultaneously.
- Experience working cross-functionally with Product, Engineering, Support, and Sales teams.
- Strong CRM documentation habits and a proactive, customer-first mindset.
- Experience working in healthcare SaaS environments.
- Familiarity with customer success platforms such as Vitally, Intercom, Salesforce, or similar tools.
- Experience working within scaling organizations where processes and tooling are actively evolving.
Responsibilities
- Serve as the primary point of contact for Enterprise and Mid-Market customers throughout the full customer lifecycle.
- Build strong customer relationships through proactive communication, strategic guidance, and regular engagement.
- Conduct structured Quarterly Business Reviews (QBRs) focused on customer outcomes, adoption, and future planning.
- Lead onboarding activities for Enterprise customers, including milestone planning, progress tracking, and adoption support.
- Identify at-risk accounts early through customer signals, usage trends, and engagement patterns, and proactively drive recovery plans.
- Partner with customers to resolve escalations, manage detractor situations, and ensure a positive customer experience.
- Collaborate closely with Product, Engineering, Support, and Sales teams to address customer needs and drive successful outcomes.
- Track customer commitments, open action items, and internal follow-ups through to completion.
- Contribute to the development of customer success playbooks, processes, and AI-supported workflows as the team continues to scale.
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