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Achieve a world-class post-purchase customer experience with AfterShip 📦
Manager - Technical Account Management
Location
Worldwide
Posted
76 days ago
Salary
C$155K - C$178K / year
Seniority
Lead
Job Description
Manager - Technical Account Management
AfterShip
Role Description We succeed when our customers succeed. As a Manager of the TAM team at AfterShip, your team is the go-to team for AfterShip’s Enterprise customers and some of the industry’s top DTC brands to ensure nothing is standing in the way of harnessing the full power of AfterShip’s solutions. Your attention to detail focuses on the customer needs in order to drive rapid customer onboarding and success. You will apply your passion for eCommerce and product expertise to ensure technical fit and seamless execution of our products. This will ultimately improve renewals and overall success while helping to collect customer testimonials, stories, and feedback. This is a high-impact position within the growing Professional Services team. What You’ll Do - Team Leadership and Development: - Lead, mentor, and develop a team of 10+ Technical Account Managers (TAMs), strengthening both technical capabilities (e.g., API troubleshooting, issue diagnosis) and client-facing skills (e.g., stakeholder management, proactive communication). - Conduct regular reviews of customer calls and case audits to ensure high standards of technical accuracy and effective, proactive account management. - Own and continuously improve the onboarding and ramp-up program for new TAMs, ensuring they achieve proficiency in AfterShip products within 90 days. - Operational Excellence: - Track and improve TAM KPIs, ensuring they are aligned with customer success outcomes (e.g., Time to Live, renewals). - Cross-Functional Collaboration: - Act as the “voice of the customer” to R&D, helping prioritize integrations and feature requests based on customer needs. - Align with Customer Success leadership to drive positive customer outcomes. - Partner with Support leadership to ensure effective handoffs; TAMs should focus on strategic, account-specific guidance rather than frontline support. Qualifications - 2+ years of experience directly managing TAMs or SEs. - Understanding of modern SaaS architecture (APIs, webhooks, SSO/SAML, databases, cloud infrastructure like AWS/GCP/Azure). - Ability to de-escalate heated customer situations and translate technical constraints into business language for executive stakeholders. - Excellent problem-solving and analytical skills. - Exceptional communication and presentation abilities. - Ability to manage a team and showcase leadership attributes. Coaching and mentorship plays an important role here. Benefits - Great Place to Work Certified. - Innovative & Inclusive Culture. - Ambitious Mission with Real Impact. - Thrive & Grow. - Flexible Work Setup. - Competitive compensation. - Remote-first work setups. - Healthcare coverage offered from day 1. - Retirement plans including company match. - Unlimited PTO. - Annual learning & wellness benefit. - Monthly book perk. - Career progression & professional development. - In-office lunch and commuter benefits for those located in our hub locations. Salary Range CAD$155,000 - $178,000 on-target earnings.
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