Enterprise Technical Account Manager

Apex Systems, a global IT services provider, has an opening within our Consulting Practice in the Online Retail space. We are seeking an experienced Enterprise Technical Account Manager (TAM) with strong API troubleshooting, automation, and B2B experience to support one of our large e-commerce/retail clients.

Contract/FTE: contract

Location: Toronto, hybrid model

Start Date: ASAP

Overview

As an Enterprise Technical Account Manager, you will leverage your customer-facing skills, technical expertise, and relationship-building capabilities to guide retailers through the client's platform. You'll be responsible for leading technical conversations across a set of enterprise retail accounts, helping to solve large-scale business challenges, and working closely with Engineering, Product, Business Development, and other cross-functional teams.

This is an exciting opportunity for a self-driven and highly motivated professional seeking a meaningful role in transforming how consumers shop through an innovative e-commerce platform.

Key Responsibilities

1. Technical Support & Relationship Management

• Serve as the technical point of contact for retailer partners.
• Own the success of partner technical deployments, including releases, upgrades, bug fixes, and enhancements.
• Diagnose and triage issues related to platform functionality and 3rd-party integrations.

2. Performance Optimization & Customer Advocacy

• Continuously monitor technical performance across your portfolio - error rates, data feeds, uptime, etc.
• Proactively adjust configurations and settings to improve platform health.
• Investigate data anomalies (e.g., order creation, cancellations, payments, logins).
• Advocate on behalf of customers for product enhancements or issue resolution.

3. Cross-Functional Collaboration & Execution

• Collaborate with geographically dispersed teams including Engineers, Product Managers, and Business Development.
• Lead technical status calls and ensure resolution of open issues (across production and non-production environments).
• Coordinate with internal teams to plan, mitigate, and execute production changes.
• Triage and manage retailer tickets through Jira Service Desk while meeting SLA requirements.
• Drive continuous process improvement and operational maturity using learnings from incidents and feedback.

4. Documentation & Knowledge Sharing

• Maintain up-to-date internal documentation, including integration specifics and technical support processes.
• Create and share "best practices" and playbooks for internal and external stakeholders.
• Stay current on platform features, best practices, and limitations.

About You

• Education & Experience:
• Bachelor's degree in Computer Science, or related field (or equivalent experience).
• 2+ years in a Technical Account Manager role supporting enterprise-level SaaS solutions.
• Technical Proficiency:
• Solid understanding of distributed systems, release/version management, and SaaS logistics.
• Hands-on experience with SQL and RESTful APIs.
• Comfortable with Linux command line and Git.
• Exposure to programming languages such as Python or Ruby is a plus.
• Incident & Process Management:
• Experience with incident management in production environments.
• Proven ability to initiate and lead process improvements to enhance customer outcomes.
• Soft Skills & Traits:
• Highly independent, self-motivated, and thrives in fast-paced, ambiguous settings.
• Excellent communication, presentation, and stakeholder management skills.
• Strong analytical mindset with a data-driven decision-making approach.
• Able to translate complex technical concepts for non-technical and executive audiences.
• Bonus Skills:
• Familiarity with DevOps tools like Jenkins, Spinnaker, AirFlow, Terraform.
• Experience with cloud environments (AWS, GCP), containers (Docker), and orchestration (Kubernetes).

You Will Work Closely With:

• Business Development
• Technical Project Management
• Solutions Delivery
• Engineering & Product Teams
• You will report into our client's Engineering Organization and play a key role on the Technical Delivery Team.