Senior Technical Account Manager

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

📋 Description

• Become a leading product expert, possessing extensive knowledge of the Highspot platform and its various integrations.

• Act as the main technical liaison for mid to upper market clients, grasping their business objectives, technical environments, and challenges in adoption.

• Offer proactive technical advice and best-practice suggestions, including ways to utilize AI-driven features, workflows, and automation capabilities.

• Assist clients in interpreting platform analytics - including usage trends, adoption metrics, and health scores - and converting these insights into clear business outcomes and ROI narratives.

• Collaborate closely with Customer Success Managers, Account Executives, Implementation Managers, Support, and Product & Engineering teams to enhance customer retention and growth.

• Facilitate regular customer meetings to provide progress updates, strategic advice, and actionable next steps.

• Recognize opportunities for product improvements and process enhancements based on customer insights and usage patterns.

• Oversee customer expectations and deliverables through effective communication and alignment with stakeholders.

⛳️ Requirements

• Over 4 years of experience in a client-facing technical position (e.g., Technical Account Manager, Solutions Consultant, Customer Success Engineer) with a focus on delivering value to customers.

• Strong technical skills with the capacity to quickly learn and resolve issues with complex systems and applications.

• Comprehensive understanding of software development processes, integrations, and contemporary SaaS architectures.

• Experience with enterprise change management or digital transformation efforts - understanding the requirements to drive adoption in large, intricate organizations.

• Familiarity with customer health metrics, adoption frameworks, or value realization methodologies (e.g., health scoring, maturity models, outcome-based success planning).

• Proficient in working with platform analytics and capable of transforming usage data into significant business narratives.

• Knowledge of AI-driven product features and the ability to guide customers in practical AI integration within their workflows.

• A clear and confident communicator who builds trust with both technical teams and executive stakeholders.

• Exceptional problem-solving abilities with a focus on innovative, customer-centric solutions.

• Capacity to manage multiple customer engagements simultaneously while maintaining high-quality standards.

• Experience with integrating CRM platforms and SSO technologies (SAML, OIDC, SCIM), along with a working knowledge of REST APIs, MCPs, and email deliverability.

🏝️ Benefits

• Comprehensive medical, dental, vision, disability, and life insurance benefits.

• Group Retirement Savings Plan (RRSP) with matching employer contributions (DPSP) and immediate vesting.

• Flexible Paid Time Off (PTO).

• Generous holiday schedule plus an additional 5 days for the annual holiday week.

• Quarterly Recharge Fridays (paid time off for mental health rejuvenation).

• Flexible work schedules.

• Access to coaches and therapists through Modern Health.

• 2 volunteer days per year.

• Monthly transportation allowance for employees working in our Vancouver Hub location.