Technical Account Manager

We are seeking a customer-focused, technically strong Technical Account Manager (TAM) to serve as a trusted advisor to our customers across INNERGY and Microvellum. This role sits at the intersection of Customer Success, Support, and Product, ensuring customers successfully adopt, optimize, and scale their use of our platform.

The TAM owns the technical relationship post-sale, helping customers navigate complex workflows, integrations, and product capabilities while proactively identifying risks, opportunities, and solutions.

This is a hands-on role ideal for someone who enjoys problem-solving, translating technical concepts into business value, and partnering cross-functionally to drive strong customer outcomes.

This role will primarily support the Canadian territory and requires professional fluency in French to effectively support French-speaking customers. Periodic travel (primarily within Canada and occasionally to the U.S.) is expected to support customer relationships, onboarding, and key engagements.

Key Responsibilities

Customer Partnership & Technical Ownership

• Act as the primary technical point of contact for a portfolio of assigned customers.
• Build trusted relationships with customer technical stakeholders, administrators, and power users.
• Develop a deep understanding of customer environments, workflows, and success criteria.

Product Adoption & Optimization

• Guide customers on best practices for configuring and using the platform to meet their business needs.
• Proactively identify adoption gaps, technical risks, and opportunities for optimization.
• Support onboarding efforts by ensuring customers are technically enabled and set up for success.

Issue Management & Escalation

• Partner closely with Support and Engineering to own technical escalations and drive timely resolution.
• Advocate for customers internally, ensuring issues are prioritized appropriately and communicated clearly.
• Track recurring issues and trends, providing feedback to Product and Engineering teams.

Cross-Functional Collaboration

• Work closely with Customer Success Managers, Support, Product, Engineering, and Sales to deliver a cohesive customer experience.
• Support renewals and expansion conversations by providing technical insight and risk assessment.
• Contribute to internal documentation, playbooks, and enablement materials.

Reporting & Continuous Improvement

• Monitor customer health from a technical lens, including usage patterns, system performance, and support trends.
• Maintain clear documentation of customer configurations, risks, and action plans.
• Identify opportunities to improve processes, tooling, and self-service resources.

Qualifications

• 3–7+ years of experience in a Technical Account Manager, Solutions Engineer, Support Engineer, or similar customer-facing technical role.
• Strong understanding of SaaS platforms, system integrations, and complex technical workflows.
• Experience working with ERP, manufacturing, CAD/CAM, or complex enterprise software is a strong plus.
• Comfortable troubleshooting technical issues and partnering with Engineering teams.
• Strong communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
• Proven ability to manage multiple customers and priorities in a fast-paced environment.
• Collaborative, proactive, and customer-first mindset.
• Professional fluency in French (written and spoken).
• Willingness and ability to travel periodically to support customers and internal teams.

Nice to Have

• Experience supporting customers in manufacturing, woodworking, cabinetry, or adjacent industries.
• Familiarity with APIs, integrations, data flows, or system configuration.
• Experience working in PE-backed or high-growth SaaS environments.
• Exposure to customer success metrics such as adoption, retention, and customer health.

Why You’ll Love It Here

• Opportunity to play a critical role in customer outcomes and long-term success.
• High-impact, visible role partnering closely with Product, Engineering, and Customer Success.
• Ability to work on complex, meaningful technical challenges.
• Collaborative culture that values ownership, curiosity, and continuous improvement.
• Opportunity to grow your career in a scaling, PE-backed SaaS organization.