Technical Account Manager

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Oversee the execution and delivery of both standard and tailored customer integrations.

• Set up and maintain identity management solutions, including SSO, SAML, SCIM, and JIT provisioning.

• Carry out post-launch customer identity migrations.

• Collaborate with customers and Engineering on custom API integration projects.

• Supervise technical implementation schedules and customer results.

• Provide GraphQL API integrations that support Metrics Widgets.

• Set up and assist with Resource Library sFTP integrations.

• Implement and support BigQuery Data Connector integrations.

• Lead the development of advanced data exchange solutions and future data products.

• Offer guidance to customers on data architecture and API best practices.

• Act as a trusted technical advisor throughout the customer journey.

• Convert business needs into scalable technical solutions.

• Discover workflow enhancements through integrations and automation.

• Collaborate with Sales and Solutions Consulting during sales processes.

• Aid Account Managers with technical strategies for upsell possibilities.

• Provide consultation on reporting capabilities, Metabase functionality, and technical solutions.

• Work together with Product and Engineering on customer feedback and platform improvements.

• Serve as a Tier 3 escalation point for intricate integration and API challenges.

• Address authentication, provisioning, API, and data synchronization issues.

• Partner with Engineering to analyze, prioritize, and solve complex problems.

• Ensure timely communication and resolution for customers.

• Create and maintain both customer-facing and internal technical documentation.

• Establish best practices and offer technical training to internal teams.

• Lead strategic cross-functional technical projects and complex implementations.

• Assist with other impactful technical initiatives as required.

⛳️ Requirements

• Minimum of 4 years of experience in Technical Account Management, Technical Consulting, Solutions Engineering, Professional Services, or a similar customer-facing technical role within a B2B SaaS environment.

• Familiarity with enterprise customers, preferably in the retail technology sector.

• Practical experience in implementing or supporting APIs, integrations, identity management, or enterprise SaaS platforms.

• Proficient understanding of SSO, SAML, SCIM, OAuth, or enterprise identity providers like Okta, Azure AD, Google Workspace, and Ping.

• Experience in delivering customer-facing technical implementation or professional services projects.

• Strong grasp of REST and/or GraphQL APIs, web services, authentication methods, and data exchange principles.

• Familiarity with SQL, PostgreSQL, MySQL, or other relational databases is a plus.

• Knowledge of Ruby on Rails or modern web application architectures is advantageous.

• Experience with BigQuery is a plus.

• Experience with Jira/Confluence is beneficial.

• Experience supporting Metabase or other enterprise reporting/BI tools is desirable.

• Background in the retail industry or experience with retail operations teams is a bonus.

🏝️ Benefits

• Remote-first culture: Join a high-performing, fully remote team and work in your preferred environment.

• Stock Options: Acquire meaningful ownership in a rapidly growing, venture-backed company that is shaping the future of retail.

• Flexible time-off policy.

• Monthly stipend for coffee-shop expenses.

• Fully paid one-month sabbatical after five years of service.

• Comprehensive medical, dental, and vision insurance plans.

• Annual company retreats in exciting locations.

• Paid day off each quarter to volunteer for a nonprofit organization.

• Unlimited access to Udemy Business for professional development.

• Career development discussions with your manager to foster compensation growth.