Technical Account Manager

About the role

Own a portfolio of Advantage customers and maintain structured monthly and quarterly engagement cadences.
Track and document customer health signals including adoption depth, engagement frequency, open issues, sponsor stability and act on deteriorating trends before they escalate.
Build multi-threaded relationships across customer organizations, not just with a single point of contact.
Manage at-risk accounts with structured re-engagement plans; escalate when necessary.
Conduct regular environment reviews and deliver hands-on improvements: configuration, workflows, performance, and reporting.
Maintain a value log for each customer—documenting optimizations made, issues resolved, and outcomes delivered, to support renewal conversations with evidence.
Identify and remove adoption barriers before customers experience them as friction.
Facilitate Customer Success Plans and quarterly roadmap sessions tied to each customer’s business objectives.
Provide governance coaching and portfolio maturity guidance as customer needs evolve.
Deliver remote configuration support, integration troubleshooting, and release impact guidance.
Leverage Power BI, Power Automate, and OnePlan APIs to support reporting and automation needs.
Cook up cross-functional coordination with Support, Product, and Engineering to resolve complex issues efficiently.

Responsibilities

• Own a portfolio of Advantage customers and maintain structured monthly and quarterly engagement cadences.
• Track and document customer health signals including adoption depth, engagement frequency, open issues, sponsor stability and act on deteriorating trends before they escalate.
• Build multi-threaded relationships across customer organizations, not just with a single point of contact.
• Manage at-risk accounts with structured re-engagement plans; escalate when necessary.
• Conduct regular environment reviews and deliver hands-on improvements: configuration, workflows, performance, and reporting.
• Maintain a value log for each customer—documenting optimizations made, issues resolved, and outcomes delivered, to support renewal conversations with evidence.
• Identify and remove adoption barriers before customers experience them as friction.
• Facilitate Customer Success Plans and quarterly roadmap sessions tied to each customer’s business objectives.
• Provide governance coaching and portfolio maturity guidance as customer needs evolve.
• Deliver remote configuration support, integration troubleshooting, and release impact guidance.
• Leverage Power BI, Power Automate, and OnePlan APIs to support reporting and automation needs.
• Cook up cross-functional coordination with Support, Product, and Engineering to resolve complex issues efficiently.

Requirements

• 3+ years in a TAM, Customer Success, or Solutions Consultant role in a B2B SaaS environment.
• Demonstrated ability to manage a portfolio of accounts with measurable retention outcomes.
• Strong technical proficiency. Comfortable diagnosing configuration issues, reading data models, and supporting integrations.
• Excellent communication in high-stakes conversations: difficult renewals, executive briefings, at-risk account recovery.
• Experience with Project Portfolio Management (PPM) concepts and tools.
• Proficiency with Microsoft Power Platform: Power BI, Power Apps, Power Automate.
• Hands-on experience with OnePlan or Microsoft Project.
• Familiarity with SharePoint, Teams, Azure, and the Microsoft 365 ecosystem.
• Experience with Agile and DevOps delivery methodologies.
• Prior experience building or contributing to customer health scoring frameworks.

Skills

• Technical proficiency.
• Project Portfolio Management (PPM) concepts and tools.
• Microsoft Power Platform: Power BI, Power Apps, Power Automate.
• OnePlan or Microsoft Project.
• SharePoint, Teams, Azure, and the Microsoft 365 ecosystem.
• Agile and DevOps delivery methodologies.
• Customer health scoring frameworks.

Benefits

• Comprehensive health, dental, and vision benefits.
• Additional insurance options.
• Employer RRSP and 401K matching programs.
• A fun, collaborative, and diverse environment with regular health and team challenges.

Pay

TBD

Schedule

Remote-first