Manager - Technical Account Management
New
We’re a remote-first team, meaning by default that employees work from home or on a hybrid-flexible basis in our hub locations (i.e., Toronto, Austin, Barcelona).Full-TimeManager
Salary155,000 - 178,000 CAD per year OTE
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Job Details
- Experience
- 2+ years of experience
- Required Skills
- AWSGCPAzureAnalytical SkillsProblem SolvingRESTful APIsStakeholder management
Requirements
- 2+ years of experience directly managing TAMs or SEs.
- Understanding of modern SaaS architecture (APIs, webhooks, SSO/SAML, databases, cloud infrastructure like AWS/GCP/Azure).
- Ability to de-escalate heated customer situations and translate technical constraints into business language for executive stakeholders.
- Excellent problem-solving and analytical skills.
- Exceptional communication and presentation abilities.
- Ability to manage a team and showcase leadership attributes. Coaching and mentorship plays an important role here.
Responsibilities
- Manage, mentor, and develop a team of 10+ TAMs, focusing on both technical skills (API troubleshooting and issue debugging) and soft skills (stakeholder management and proactive communication).
- Conduct regular customer call reviews and case audits to ensure technical accuracy and proactive account management.
- Own the onboarding and ramp-up of new TAMs, ensuring proficiency in AfterShip products within 90 days.
- Track and improve TAM KPIs, aligning them with customer success outcomes (e.g., Time to Live, renewals).
- Act as the –voice of the customer– to R&D, helping prioritize integrations and feature requests based on customer needs.
- Align with Customer Success leadership to drive positive customer outcomes.
- Partner with Support leadership to ensure effective handoffs, with TAMs focused on strategic, account-specific guidance rather than frontline support.
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