Senior Manager, Technical Account Management – Enterprise

This is a fully remote position, open to applicants in Canada.

📋 Description

• Recruit, train, and nurture the Technical Account Management team from inception — developing it through active coaching and mentorship into a high-performing, world-class unit that ensures post-launch technical excellence across the SFP portfolio.

• Establish and continuously enhance the strategy for platform health for SFP — pinpointing and tracking key metrics, embedding measurement as a core team discipline, and designing the operational framework including portfolio tiering, account allocation, coverage, and escalation pathways.

• Create and manage intake and prioritization systems that encompass both external retail partners and internal stakeholders, adeptly balancing competing demands across resource allocation, product roadmap, and business obligations in a dynamic, high-pressure environment.

• Act as the senior escalation point for critical platform challenges, engaging with retailer stakeholders at all levels — including the C-suite — and negotiating clear scope and responsibility boundaries between the TAM function and related teams such as CSM, RPM, Solution Architecture, and Engineering.

• Initiate and spearhead cross-functional projects that foster continuous technical enhancement across SFP deployments, distilling systemic insights into actionable influences on the product and engineering roadmap — ensuring that lessons learned at the account level translate into enduring, structural enhancements to the platform.

⛳️ Requirements

• Over 10 years of experience in technical account management, solutions engineering or architecture, technical consulting, or software engineering, preferably within SaaS or platform environments.

• More than 5 years of experience in leading, hiring, and expanding engineering or engineering-adjacent teams, with proven expertise in building or significantly scaling a team from an early stage.

• Exceptional communication and presentation skills, including direct experience engaging with VP-level and C-suite stakeholders on high-priority technical and business matters.

• Proven ability to define and spearhead large-scale transformation or operational programs across cross-functional organizations, achieving measurable results.

• Hands-on technical expertise with complex platform integrations at scale — including REST APIs, authentication, ETL pipelines, message queues, asynchronous patterns, and error handling and recovery — with the capability to analyze, diagnose, and resolve issues.

• Demonstrated ability to balance proactive and reactive strategies regarding technical health, consistently meeting urgent needs without compromising long-term platform sustainability.

🏝️ Benefits

• Highly competitive compensation in the market.

• Options for remote work.

• Equity grant for new hires.

• Annual refresh grants.