Senior Technical Account Manager

Canada·TorontoFull-Timesenior

Technical Support EngineerCustomer

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Quick Summary

Overview

About Us Air-tek is a Canadian-based software company with a powerful suite of unique products that have already achieved a significant share of a huge global market.

Technical Tools

Technical Support EngineerCustomer

About Us

Air-tek is a Canadian-based software company with a powerful suite of unique products that have already achieved a significant share of a huge global market. The product market fit is excellent, and customers are lining up to buy. Although our global customers know us, we intentionally operate in stealth mode during this growth phase.

Our diverse team shares a collective passion for solving complex problems with a drive to innovate and a desire to create the passenger-centric travel industry. Based in Toronto, our inclusive culture is built on trust, collaboration, delivering a great product, and continuous personal development. We love what we do, and we support the team around us.

The Role

As a Technical Account Manager, you will report to the Director of Delivery and are responsible for a global portfolio of 2 – 4 large enterprise customers, who have deployed and are actively using our software (B2B and B2B2C). To be successful, you will ensure they are highly satisfied with our service and that they get the maximum possible business value from their use of our software.

Build, maintain, and drive execution of a strategic plan for each of your assigned customers

Track and report on software usage and business outcomes

Identify ways to improve usage and business value, and incorporate them into customer plans

Develop and maintain close relationships with key client staff, including multiple functional teams, understanding their needs, priorities, and goals

Represent your assigned customers’ interests in internal roadmap and planning discussions

Monitor your customers’ support requests, ensuring positive trends and assisting with escalations where needed

Assist in managing any high-severity incidents involving your customers

Coordinate with Engineering and Product teams for product release, environment maintenance, and deployment activities

Conduct a regular cadence of meetings with each customer, including weekly touchpoint meetings and quarterly business reviews

Maintain acute awareness of the status, priorities, concerns, and usage patterns of each client, immediately surfacing significant risks or opportunities to management

Learn the fundamentals of our software and its benefits, to the level of being able to train end users on basic usage and speak about details of support cases or enhancement requests

Improve your knowledge of the software over time

Contribute to ongoing process improvement and creation of materials and training content

Occasional travel may be required

At least 4 years in a customer-facing position with complex enterprise software

Experience with technical account management, customer success, or a similar role

Experience in high growth or rapidly evolving environments where you've helped create structure, improve operating rhythms and convert recurring work into repeatable processes

Familiarity with enterprise software systems

Clear and concise communication on both technical and business topics

Ability to speak both persuasively and informatively to a broad range of customer contacts, including executives

Ability to advocate strongly for customers’ needs within a fast-paced business with many priorities

Focus on continual learning and development

Can-do attitude and desire to be part of a focused & driven team.

Experience with the airline or travel industry is a significant asset.

The salary range for this role is $150,000 to $180,000 annually. In addition to salary, new hires may be eligible to receive stock options. The salary range shared is intended as a guide; the final salary offered may vary based on factors including the experience and skillset of the candidate. Our company is committed to providing a fair, equitable, and competitive salary that reflects the value an individual brings to the organization.