Technical Account Manager

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

📋 Description

• Act as the main technical advisor for a group of key customers

• Acquire in-depth knowledge of customer settings, business procedures, and solution architecture

• Conduct technical assessments to pinpoint risks, opportunities for optimization, and strategies for improvement

• Examine intricate technical problems, carry out root cause analyses, and facilitate resolutions

• Suggest and implement enhancements to solutions, collaborating with cross-functional teams as required by the scope and complexity

• Maintain technical accountability for customer production environments and ensure the overall health of solutions

• Collaborate with Customer Success, Support, Product Management, and Cloud Operations to enhance customer outcomes

• Provide customers with guidance on best practices, platform functionalities, and changing business needs

• Spot recurring challenges, product deficiencies, and enhancement possibilities to elevate customer experiences

• Contribute to the development of TAM standards, methodologies, and the sharing of knowledge within the organization

⛳️ Requirements

• A Bachelor’s degree in Computer Science, Engineering, Information Systems, Supply Chain, or a related discipline, or an equivalent combination of education and experience

• Over 7 years in customer-facing technical roles such as Technical Account Manager, Solution Consultant, Customer Success Engineer, or similar positions

• More than 3 years of direct experience with Kinaxis Maestro, including solution development/authoring, configuration, integrations/data flows, and troubleshooting

• Extensive expertise in supporting enterprise SaaS solutions and complex customer environments

• Strong skills in troubleshooting, root cause analysis, and technical problem-solving

• Proven capability to influence both technical and business stakeholders while fostering trusted relationships with customers

• Demonstrated success in leading complex customer initiatives and the ability to work independently in uncertain environments

• Preferred experience in supply chain, planning, logistics, manufacturing, or related enterprise business processes

• Proficient knowledge of SQL, APIs, data analysis, reporting, or scripting tools

• Exceptional written and verbal communication skills, with the ability to convey technical concepts to both technical and non-technical audiences

• Willingness to travel to customer locations

🏝️ Benefits

• Flexible vacation and Kinaxis Days (company-wide days off)

• Flexible work options

• Programs focused on physical and mental well-being

• Regularly scheduled virtual fitness classes

• Mentorship programs, professional training, and career development opportunities

• Recognition programs along with referral rewards

• Hackathons