Sr. Technical Account Advisor (Toronto, Ontario)

Job Profile: Sr Technical Account Advisor

Location: This role will be hybrid.

About the Company

The company is a global leader in digital supply chain solutions and omni-channel commerce fulfillment, leveraging AI and machine learning to empower businesses to predict and meet consumer demand efficiently. Its cloud-based platform enables companies to optimize inventory, labor, and logistics operations, driving enhanced efficiency, sustainability, and profitability. Committed to innovation and customer success, the company serves a diverse customer base, transforming supply chain challenges into competitive advantages.

Scope of work

The Sr. Technical Account Advisor is responsible for establishing relationships with key IT and business stakeholders, ensuring both tactical execution against the SaaS engagement and appropriate focus on longer-term customer objectives. Core responsibilities to include maintain the system health, reviewing customer SLAs and conducting review meeting with customers, keeping a track of customer consumption and reporting to both internal and external stakeholders, contribute towards renewals and prevent customer attrition. Note that this role will be the Technical Account Manager dedicated to a Tier 1 Retailer in the Toronto area.

What you’ll do

• Own a portfolio of enterprise customers to drive overall service delivery to success by keeping balance between customer’s expectations and delivery realities
• Remain SaaS customer focused – owns tactical and operational activities, horizontally aligned
• Serve as the primary point of contact for customer concerns relating to technical questions, issues or escalation and coordinate and drive resolution with Customer Support, consulting, sales, and product teams
• Establish relationships with each customer that transcends the tactical delivery details, thus ensuring appropriate focus on longer-term customer objectives
• Understand new product releases, specific benefits to customer and work with account team to proactively position opportunities related to technical upgrades
• Regular customer connects to review system health and open cases
• Maintain customer relationship and identify potential expansion opportunities
• Work towards making the customer a referenceable contact

Specific goals center on the following

• Customer health measured by SLA performance and operational efficiency improvement (incl. time to resolve account escalations, case backlog, etc.)
• Customer SaaS solution expansion
• Monitor and report consumption and adoption metrics
• Produce and deliver monthly SLA reports to customers, and ensure SLA compliance
• Ensure adherence to SaaS policies and procedures
• Escalation management and identifying customer success plan

What we are looking for

• Minimum 8 years' experience Technical Account Manager role or similar role (e.g. customer support, Technical/Solution Architect, customer success, service delivery management, project management)
• The ideal candidate will have a background in Supply Chain management and/or Project Management
• Retail industry background is ideal but not required
• Experience in application & understanding of SaaS technology landscape
• Experience managing critical customer issues with senior management; good verbal and written communication
• Understand service management framework (e.g. ITIL)
• Strong project management & consultative skills
• Analytical and problem-solving skills; strong team player as well as a proactive individual contributor
• Extremely well-organized with an ability to work well under pressure
• Bachelor's degree required with a focus in Business or Computer Science preferred

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Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.