Technical Account Manager

Keywords Studios; Canada; Remote; CAD 90,000 - 120,000; Full time

Job summary

Join a leading company as a Technical Account Manager, where you will manage key accounts and a global team of Customer Success Managers. This role involves developing strategies for product adoption, ensuring client satisfaction, and acting as a trusted advisor. Ideal candidates will have extensive experience in account management and a passion for customer success.

Qualifications

• 5+ years managing a global client engagement team.
• 10+ years experience with enterprise or larger strategy clients.
• Experience in account management or customer success.

Responsibilities

• Building strong relationships with clients and internal teams.
• Managing a team of Customer Success Managers across multiple regions.
• Advocating for client needs with product and engineering teams.

Skills

Problem Solving

Data Analysis

Customer Relationship Management

Technical Communication

Job description

Join us as a Technical Account Manager at Keywords Studios

We are seeking a Technical Account Manager (TAM) to partner with our largest and most strategic accounts. Your role will involve ensuring retention of key accounts, managing a team of globally situated Customer Success Managers (CSMs), and building strong relationships with key stakeholders both internally and externally.

This position requires developing product adoption strategies, providing enablement and best practices, and delivering an exceptional customer experience. Leading this team will challenge your ability to switch between high-level customer strategy and tactical account escalations daily. The ideal candidate is a customer-obsessed strategist eager to mentor motivated CSMs.

Responsibilities include:

• Building strong relationships with clients and internal teams across departments such as Account Management, Sales & Marketing, Operations, Product, and Engineering.
• Managing a team of Customer Success Managers across US, EMEA, and APAC, ensuring client satisfaction and health.
• Collaborating with onboarding, operations, and other teams to manage the entire customer lifecycle and improve internal processes.
• Advocating for client needs with product and engineering teams, incorporating customer feedback into roadmaps.
• Handling escalations and planning major releases in partnership with support and engineering teams.
• Managing lifecycle events like renewals, growth, and product launches, and conducting business reviews to support client goals.
• Becoming a trusted product expert and strategic advisor for clients.
• Educating clients on SDK configurations and integrations, and responding to inquiries promptly.

About You:

• 5+ years managing a global client engagement team.
• 10+ years experience with at least 3 years working with enterprise or larger strategy clients.
• Experience in account management or customer success.
• Comfortable discussing technical concepts and solutions.
• Willing to travel up to 25% domestically.
• Detail-oriented with strong problem-solving skills.
• Data-driven with strategic use of analytics.
• Adaptable, fast-paced, and team-oriented.
• Able to work across multiple time zones and shifting priorities.

Recruitment Process:

• Apply with your updated resume.
• If shortlisted, participate in an online interview via MS Teams.
• Potential second or third interviews with team leads or managers.
• Receive an offer and join our team as a Keywordian.

Our recruitment is fully online and remote. We value each application and will respond promptly. We encourage interested candidates to apply.

Note: This role requires effective communication in English, both verbal and written, due to ongoing client and team interactions outside Canada.

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