Senior Technical Account Manager

SOCi; Vancouver; Hybrid; CAD 70,000 - 95,000; Full time

Job summary

SOCi is seeking a Senior Technical Account Manager to enhance customer satisfaction and product adoption through expert support and relationship management. This role involves close collaboration with various departments to ensure seamless onboarding, technical resolution, and strategic advising, maximizing customer value from the SOCi platform.

Benefits

Comprehensive Benefits Package

Flexible Work Environment

Wellness incentives

401(k) plan with employer match

Qualifications

• 5+ years of experience in Technical Account Management or similar role.
• Strong technical background in web-based software support.
• Ability to develop strategic relationships with stakeholders.

Responsibilities

• Serve as the main contact for technical escalations and troubleshooting.
• Conduct regular business reviews and customer health checks.
• Advocate for customer needs within SOCi.

Skills

Technical acumen

Troubleshooting

Problem-solving

Communication

Organizational skills

Tools

CRM tools

Job description

SOCi, the CoMarketing Cloud for Multi-Location Enterprises, is currently looking for an experienced Senior Technical Account Manager to drive long-term customer satisfaction, retention, and product adoption through strategic, technical, and proactive support. As a trusted advisor, this position will serve as the primary point of contact for product guidance, technical enablement, and issue escalations, helping customers achieve their business goals and maximize the value of the SOCi platform.

The Senior Technical Account Manager will collaborate closely with cross-functional teams across the Customer Success org, as well as Product and Engineering, to deliver a seamless, cohesive and coordinated customer experience. This position requires a strong blend of technical expertise, business acumen, and exceptional communication skills to effectively engage and influence diverse stakeholders. As the customer’s advocate, this role will be responsible for ensuring the successful adoption and use of the SOCi platform.

SOCi expects to pay a base salary in the range of $70,000 - $95,000 CAD base plus bonuses/commission. Within the range, individual pay is determined by factors such as job-related skills, experience, and relevant education or training.

Who We Are

SOCi is one of the fastest growing technology companies in the United States, ranking on the Inc. 5000 Fastest Growing Companies in America list for the last seven consecutive years. The leader in AI-powered marketing solutions for multi-location businesses, SOCi is trusted by nearly 1,000 top brands including Ford, Ace Hardware, Kumon, Liberty Tax, and more. At SOCi, our vision is to empower people to do what they love by providing intelligent software that can do the rest. SOCi provides a first-of-its-kind, AI-powered digital workforce capable of handling the workload of 1,000 local marketers, empowering brands to achieve unmatched digital visibility, strengthen customer engagement, and scale faster than ever before. View more on our Awards & Accolades here !

How You’ll Make an Impact

• Build and maintain strong, trusted relationships with senior customer stakeholders, serving as a key advisor on complex issues affecting long-term success.
• Serve as the main technical contact for customer escalations and troubleshooting, leveraging deep domain expertise to assess root causes and develop sustainable issue resolutions.
• Conduct regular business reviews and customer health checks with senior-level leaders, surfacing KPIs, usage statistics, and adoption metrics
• Partner with onboarding and implementation teams to ensure a smooth transition into the platform.
• Develop and execute thoughtful customer success plans tailored to each customer's unique business objectives, leveraging customer intelligence to drive results.
• Deliver thought leadership on best practices to help customers maximize value from the SOCi platform.
• Proactively identify and mitigate churn risks using nuanced judgement and historical analysis to shape mitigation strategies and engagement models. Align customer goals with SOCi's product roadmap and strategic initiatives
• Advocate for customer needs within SOCi, influencing cross-functional priorities and product development decisions through data-backed narratives and direct customer insight. Participate in root cause analysis and post-escalation reviews to drive continuous improvement.
• Report regularly on customer health, sentiment, and key insights to leadership
• Contribute to renewal preparation and upsell opportunities through data-driven insights and value demonstration.
• Be willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned.

What You’ll Need to be Successful

• Hybrid Opportunity: This role is fully remote until our Vancouver, BC office is established. Once the office is in place, it will transition to a hybrid model, with a 50/50 split between remote and in-office work.
• Must Have:
• 5+ years of experience in a Technical Account Manager, Solutions Engineer, or related SaaS role
• Strong technical acumen with experience supporting web-based software, APIs, or platform configurations
• Demonstrated ability to develop strategic relationships with customers and internal teams
• Excellent troubleshooting and problem-solving skills
• Experience navigating cross-functional teams and communicating with engineering, product, and support
• Strong organizational and time management skills with a high capacity for managing multiple priorities
• Familiarity with customer success platforms and CRM tools (e.g., Salesforce, Zendesk, Gainsight)
• Outstanding written and verbal communication skills
• Willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned
• Desired Skills (but not required):
• Experience in multi-location, franchise, or partner ecosystems
• Familiarity with social media marketing platforms or localized marketing solutions
• Working knowledge of scripting, automation, or data analytics tools

This position will remain open with applications due by July 19, 2025. This position is being hired on an urgent basis. The application window may close before July 19, 2025 if SOCi receives a sufficient number of applications to select a candidate prior to that date.

What SOCi Provides to You

• Comprehensive Benefits Package (full-time, non-contract roles only)
• Health insurance plans, dental, and vision
• Wellness incentives
• 401(k) plan with employer match
• Flexible Work Environment (full-time, non-contract roles only)
• Flexible paid time off
• Quarterly wellness days
• Paid holidays
• Empowering Career Growth and Success

What’s Important at SOCi

Led by a team of industry experts, SOCi is leading the pack in Localized Marketing for Multi-Location brands. Our passionate team of SOCialites work from home around the globe!

Our collaborative, dynamic culture allows our teams to work cross-functionally and optimize productivity. We are a fast-paced, agile environment where thought leadership and input are encouraged. If you are looking for a place where you can come and make a difference in the way enterprise organizations utilize social technology, then SOCi is for you. Visit soci.ai for more information.

SOCi is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law. Please note that if selected for a position at SOCi, you will be required to complete an E-Verify check to confirm your eligibility to work in the United States (if applicable).

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