Technical Solutions Manager

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

📋 Description

• Take charge of the comprehensive technical delivery for a portfolio of clients, spanning from initial discovery and solution design to implementation, launch, optimization, and project closure.

• Collaborate closely with Sales, Customer Success, Configuration, User Success, Product, Engineering, and subject-matter experts to identify client needs and establish measurable outcomes.

• Direct the technical discovery process by assessing client workflows, requirements, systems, data, constraints, and operational objectives.

• Convert business requirements into detailed solution designs, implementation strategies, user acceptance criteria, and success metrics.

• Create and sustain roadmaps and workplans that encompass objectives, deliverables, owners, dependencies, timelines, risks, decisions, and success criteria.

• Develop and present recommendations and business cases that clarify the approach, anticipated impact, delivery requirements, and trade-offs involved.

• Facilitate solution reviews, working sessions, and technical discussions.

• Oversee scope management and stakeholder communication by monitoring progress, milestones, risks, open questions, actions, and changes in requirements.

• Identify risks, resolve obstacles, and question strategies that may jeopardize quality, timelines, adoption, or outcomes.

• Assist with configuration, testing, validation, and user adoption to ensure readiness for launch.

• Evaluate post-launch performance and adoption through data and feedback to steer optimization and validate value.

• Document lessons learned, reusable assets, and client insights to enhance implementations, product development, capabilities, and scalable delivery practices.

• Contribute to accountability, collaboration, continuous improvement, and high-quality client delivery within Enterprise Solutions.

⛳️ Requirements

• 3-5+ years of experience in technical solutions, SaaS or AI implementation, technical account management, solutions consulting, business analysis, product management, engineering, or a similarly complex delivery role.

• Capability to transform an ambiguous business challenge into a practical solution plan by understanding technical and operational constraints.

• Proficient in conveying complex concepts clearly and convincingly to clients, executives, engineers, and operational teams.

• Adequate preparation and ability to formulate informed recommendations rapidly.

• A proactive and highly accountable mindset.

• Ability to make sound decisions under pressure and discern when to proceed, escalate issues, or enlist additional expertise.

• Comfort in questioning client and internal decisions that may jeopardize solution quality, delivery, or business outcomes.

• Quick learner of unfamiliar technologies, seeking guidance from subject-matter experts as needed.

• Practical experience utilizing AI tools in professional settings.

• Strong enthusiasm for LLMs, AI agents, automation, and emerging customer-service technologies.

• Strategic thinking, robust execution skills, and meticulous attention to detail.

• Ability to thrive in startup environments with shifting priorities and evolving processes.

• Experience with contact centers, enterprise SaaS, pre-sales, APIs, workflow design, or customer success is a plus.

🏝️ Benefits

• Remote work.

• Flexible work environment.

• Opportunities for career advancement.

• Collaborate with a creative, diverse, and passionate team.

• Engage with innovative AI, machine learning, and digital automation technologies.

• Equal employment opportunity.

• Disability accommodation available throughout the application process.