Technical Success Manager

Deliverect; Toronto; Hybrid; CAD 80,000 - 100,000; Full time

Benefits offered by this job

Learning budget

Global team collaboration

Unicorn status

Job summary

Deliverect is seeking a Technical Account Manager to be the technical backbone for our largest global brands, owning the health of their integrations end-to-end and ensuring SLAs are consistently met.

You will bridge support and engineering teams with enterprise customers, proactive risk management, and ensure customer success across multi-regional implementations through a hybrid Toronto-based role.

Qualifications

• 2–4 years of experience in technical account management, solutions engineering, or technical support within an enterprise SaaS environment (or equivalent work experience).
• Practical experience reading logs, diagnosing API and webhook failures, and troubleshooting root causes alongside engineering teams.
• Proficiency with SQL for independent data querying, tracking SLA compliance, and identifying system trends.
• Strong communication and stakeholder management skills, with the ability to translate complex technical concepts into business-level discussions.

Responsibilities

• Act as the primary technical and relationship point of contact for a portfolio of Deliverect's largest global accounts, leveraging deep integration knowledge to proactively maintain account health.
• Partner with Sales and Strategic Account teams during QBRs and strategic touchpoints to translate technical performance into actionable business outcomes.
• Identify expansion opportunities—such as additional modules, integrations, or use cases—during technical engagements to support department Net New MRR targets.
• Track and drive SLA performance across your portfolio, using data to flag risk early and hold internal teams accountable to resolution timelines.
• Lead proactive issue management with Support teams, conducting root-cause analysis on ticket patterns to determine when to resolve internally or elevate to Engineering or Product.
• Query and analyse technical health data using SQL and lightweight scripting, delivering clear business insights to internal leadership and key client stakeholders.

Skills

SQL

API debugging

SLA management

Communication

Education

Bachelor's degree or equivalent in a technical field

Job description

At Deliverect, our API-first platform is revolutionizing commerce by providing a connected suite of on and off-premise solutions. We empower both the food and retail industries to expand their revenue and simplify their operations, creating seamless experiences for businesses to sell anywhere and deliver everywhere. Join us in this exciting journey, where your contributions will directly impact how businesses connect with their customers in a rapidly evolving global market.

Department Focus: Strategic Accounts

The Global Success Architects at Deliverect are a team of highly skilled professionals passionately dedicated to propelling global businesses to success in the digital age. By crafting and executing tailored solutions, we enhance digital ordering experiences, drive revenue growth, and improve operational efficiencies on a multi-regional scale. With a customer-first approach, we collaborate closely to understand unique needs and align our solutions with their objectives, working hand-in-hand with both internal and external teams for seamless integration. As trusted partners, we guide our customers through the evolving digital landscape, helping them achieve their business goals and architecting global success stories.

Your Impact

As a Technical Account Manager, you'll be the technical backbone for Deliverect's largest global brands, owning the health of their integrations end-to-end and ensuring the SLAs they depend on are consistently met. You'll act as the bridge between our support and engineering teams and enterprise customers — getting ahead of technical risk before it becomes a business problem — and your judgment on when to escape, and how, will directly protect retention and trust with our most valuable accounts.

*This is a full-time, hybrid role with a flexible work schedule, offering 3 days in our Toronto, New York, Ghent - Belgium, Amersfoort or Paris office and 2 days from the comfort of your home

• Fluency in English is required, with strong written and verbal communication skills being essential.
• Work Location: This is a full-time, hybrid role with a flexible work schedule, offering 3 days in our Toronto office once a month.
• Compensation: The expected annual salary for this role in Toronto is between CAD 80,000 - and CAD 100,000
• Compensation: The expected annual salary for this role in Chicago is between $90,000 - $110,000
• Compensation: The expected annual salary for this role in New York is between $95,000 - $120,00
• Vacancy Status: This position is for an existing vacancy.

What you will do

• Act as the primary technical and relationship point of contact for a portfolio of Deliverect's largest global accounts, leveraging deep integration knowledge to proactively maintain account health.
• Partner with Sales and Strategic Account teams during QBRs and strategic touchpoints to translate technical performance into actionable business outcomes.
• Identify expansion opportunities—such as additional modules, integrations, or use cases—during technical engagements to support department Net New MRR targets.
• Track and drive SLA performance across your portfolio, using data to flag risk early and hold internal teams accountable to resolution timelines.
• Lead proactive issue management with Support teams, conducting root-cause analysis on ticket patterns to determine when to resolve internally or elevate to Engineering or Product.
• Query and analyse technical health data using SQL and lightweight scripting, delivering clear business insights to internal leadership and key client stakeholders.

What you will Bring

• 2–4 years of experience in technical account management, solutions engineering, or technical support within an enterprise SaaS environment (or equivalent work experience).
• Practical experience reading logs, diagnosing API and webhook failures, and troubleshooting root causes alongside engineering teams.
• Proficiency with SQL for independent data querying, tracking SLA compliance, and identifying system trends.
• Strong communication and stakeholder management skills, with the ability to translate complex technical concepts into business-level discussions.

Deliverect Closing

At Deliverect, we're not just building a platform; we're redefining how restaurants and retailers connect with their customers globally. We're looking for agile, ambitious, and resourceful team members who are excited to tackle complex challenges, take calculated risks and contribute to innovative solutions that shape the future of commerce.

What You'll Gain by Joining Us:

• Invest in Your Growth: We provide a dedicated learning budget to help you expand your skills and knowledge in this dynamic environment.
• Solve Meaningful Challenges: Contribute to tackling some of the most significant challenges in the global tech industry, directly impacting the way businesses operate worldwide.
• Drive Innovation: Immerse yourself in a culture where innovation isn't just a buzzword—our weekly releases and new features ensure you're always working on cutting-edge solutions.
• Collaborate with a Global Team: Be part of a diverse, international team that values transparency, visibility, and a multitude of perspectives.
• Be Part of a Unicorn: Join a rapidly scaling SaaS unicorn at the forefront of the order management industry, where your contributions have significant impact.
• Enjoy Regionally Tailored Rewards: Our compensation and benefits packages are thoughtfully designed to reflect the unique needs of each market, ensuring you're supported with what matters most—right where you are.