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Senior Technical Account Manager
Air-tek
Toronto, CAN
Full-time
Mid · 4+ years experience
Hybrid
CAD 150000-180000 yearly / year
Discovered 3 weeks ago
Free
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- Build, maintain, and drive execution of a strategic plan for each of your assigned customers
- Track and report on software usage and business outcomes
- Identify ways to improve usage and business value, and incorporate them into customer plans
- Develop and maintain close relationships with key client staff, including multiple functional teams, understanding their needs, priorities, and goals
- Represent your assigned customers’ interests in internal roadmap and planning discussions
- Monitor your customers’ support requests, ensuring positive trends and assisting with escalations where needed
- Assist in managing any high-severity incidents involving your customers
- Coordinate with Engineering and Product teams for product release, environment maintenance, and deployment activities
- Conduct a regular cadence of meetings with each customer, including weekly touchpoint meetings and quarterly business reviews
- Maintain acute awareness of the status, priorities, concerns, and usage patterns of each client, immediately surfacing significant risks or opportunities to management
- Learn the fundamentals of our software and its benefits, to the level of being able to train end users on basic usage and speak about details of support cases or enhancement requests
- Improve your knowledge of the software over time
- Contribute to ongoing process improvement and creation of materials and training content
- Occasional travel may be required
- At least 4 years in a customer-facing position with complex enterprise software
- Experience with technical account management, customer success, or a similar role
- Experience in high growth or rapidly evolving environments where you've helped create structure, improve operating rhythms and convert recurring work into repeatable processes
- Familiarity with enterprise software systems
- Clear and concise communication on both technical and business topics
- Ability to speak both persuasively and informatively to a broad range of customer contacts, including executives
- Ability to advocate strongly for customers’ needs within a fast-paced business with many priorities
- Focus on continual learning and development
- Can-do attitude and desire to be part of a focused & driven team.
- Experience with the airline or travel industry is a significant asset.
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