Technical Account Manager

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 strong technical API experience, a career progression as either a TAM, Junior Solution Architect or a senior Technical Support specialist could fit for this role to place with our Client, a large ecommerce client.

Start date : ASAP.

Office Location : Toronto

Hybrid : adhoc

Application Process : It is best to apply via the medium on which you are seeing this posting. If you encounter technical difficulties submitting your resume, please send a Word version of your resume to Diana at [email protected]

ABOUT THE JOB

• Technical Support and Relationship Management
• 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.
• 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.
• 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 Or 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 goals and objectives for our Client.
• You will be working alongside the following teams : Business Development, Technical Project Management, and Solutions Delivery.

ABOUT YOU

• 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).
• 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.
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