Technical Account Manager

Apex Systems is a global IT services provider, and our staffing practice has an opening in the Online Retail space for a Technical Account Manager with 3-5 years of experience.

Start date: ASAP.

Office Location: Toronto

Hybrid: preferred on weekly basis- 1 day a week

Duration: 6 months contract with high possibility of extension

ENTERPRISE TECHNICAL ACCOUNT MANAGER

Apex Systems is a global IT services provider, and our Consulting practice has an opening in the Online Retail space for a Enterprise Technical Account Manager with experience with API troubleshooting, automation experience and B2B experience to place at our client a large ecommerce/retailer.

Start date: ASAP.

Location: Toronto/ remote

OVERVIEW

As an Enterprise Technical Account Manager (TAM), you will draw on your customer-facing

skills, relationship building abilities, and technical acumen to help our retailers successfully

navigate the platform. Through ownership of a dedicated number of retailer accounts, you

effectively support and lead all technical conversations. This role is for a highly motivated and

self-directed individual seeking an impactful role aimed at changing the way consumers shop for

groceries (and more!) via a cutting-edge e-commerce platform, and to work with some of the

largest retailers in the world on solving large scale business problems. This responsibility

includes developing a strong partnership across Engineering, Product, Business Development

and many other cross-functional partners.

ABOUT THE JOB

1. Technical Support and Relationship Management

2. Improve Customer Performance - Advocate On Behalf Of The Customer

3. Collaborative Execution

● You will own the overall success of partner technical deployments (releases, version

upgrades, bug fixes, new features/enhancements) and support strategy.

● Additionally, you will be part of a group responsible for being the technical point of

contact for diagnosing, investigating, and triaging platform functionality and 3rd party

integrations.

● Optimize your portfolio of accounts by consistently reviewing your customer's technical

performance and overall platform health - including error rates, data feed optimization,

up-time, etc., understanding the opportunities and then tweaking variables and

configurations for improvements

● You will investigate data anomalies (i.e. order creation, cancellations, payments, logins,

etc.) and answer support questions from both internal and external parties

● As a member of the Technical Delivery team, you will regularly engage with diverse

internal and external stakeholder groups. Internally, you will be collaborating with

cross-functional and geographically dispersed teams, but also engaging with Engineers

and Product Managers on a day-to-day basis in our Toronto office.

● Lead status calls with retailer(s) to drive discussion and resolution on outstanding

support issues ranging in severity, complexity, and environment (Production &

Non-Production).

● Work with retailers and cross functional teams to properly plan, mitigate and execute

production changes

● Triage and drive resolution on incoming retailer support tickets via Jira Service Desk

while managing preset business priorities and adhering to SLAs. Own the follow-up on

action items and leverage all issues and incidents as opportunities to identify

improvement areas and to grow and mature our processes and teams.

● Keep up to date on our Client's products/platform, i.e. new product features, restrictions

and limitations, best practices as well as technical details. You will be the customer's first

and main point of contact for all product related issues and questions.

● Meticulously document new ideas, lessons learned, and customer-specific knowledge

(integrations, customizations, configurations) in our internal knowledge base. Document

customer specific technical support processes and runbooks to ensure team productivity

and efficient communication.

● Work with business, engineering and product teams to execute on customer priorities

and ensure you're also supporting broader clients' goals and objectives

● You will be working alongside the following teams: Business Development, Technical

Project Management, and Solutions Delivery. The TAM role reports into our Client's

Engineering Organization and is a fundamental component of account management

under the Technical Delivery team.

ABOUT YOU

● You have a Bachelor's degree in Computer Science, related technical field, or equivalent

practical experience with 2+ years of experience working as a Technical Account

Manager supporting Enterprise solutions.

● Deep knowledge of the logistics of SaaS application development, distributed systems,

and release/version management.

● You have outstanding technical aptitude and acumen. You can quickly learn the ins and

outs of our e-commerce platform to optimize retailer performance.

● You excel at learning new software quickly and often have an intuitive knowledge about

how product features work.

● You have practical hands on experience and working knowledge of SQL and APIs

(HTTP REST).

● Working knowledge of the Linux command line and Git.

● You have incident management experience for critical issues impacting a production

environment.

● You have initiated and driven significant process improvements in the past, leading to

better customer outcomes.

● You are independent and thrive in a self-motivated fast-paced, often ambiguous, and

rapidly changing environment. You have a strong bias for action and the ability to juggle

multiple priorities. You can create a sense of urgency for day-to-day priorities requiring

immediate attention.

● You approach troubleshooting strategically and critically, always looking to challenge the

status quo and offer up viable solutions/options.

● You possess the ability to quickly understand and translate complex product and

technical concepts to non-technical and executive audiences through your developed

skill set of interfacing with external stakeholders.

● You have a data-driven decision making mentality that will allow you to draw insights and

tell a compelling story to improve customer performance and relationships.

● You have a detail oriented mindset with the ability to thrive in fast moving, ambiguous

environments.

● You have excellent communication and presentation skills.

● You will develop “best practice solutions” and create guides (run/playbooks) for internal

and external stakeholders..

● Working knowledge of or the ability to read and understand software written in Python or

Ruby is considered an asset.

● You are familiar with DevOps and CI/CD - experience in working with Jenkins,

Spinnaker, AirFlow, and Terraform would be considered an asset.

● You have familiarity with Public Cloud providers such as AWS and GCP and other cloud

technologies such as Kubernetes and Docker