Technical Account Manager

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Who We Are

F12 was built by uniting IT consulting firms from across Canada around a common vision – to combat risk and complexity by continuously crafting business technology platforms that empower business leaders to focus and thrive. We aim to elevate IT conversations (from ingredients to outcomes) and deliver fully designed solutions where there are no bad options.

General Description

Look no further if you seek the fast lane into an IT career or wish to supercharge your professional development. You will collaborate with a diverse team and gain exposure to technology services in scores of businesses; your resume will become rich with experience and accomplishments. F12 is on a mission to elevate our employees. We are doing this by building and retaining an elite team of IT professionals equipped to deliver unmatched service to Canadian business leaders and their teams. We value humble service, self-improvement, hard work, and we are looking for like-minded individuals to join us on our journey.

Position

Reporting to the General Manager, the Technical Account Manager will provide an elevated experience and strategic integration by leveraging the F12 VCIO’s to assist in offering an enhanced customer value. They will work cohesively with the managers of the technical teams, Project Teams, and Coordinators Teams for seamless escalations and conflict resolution, as well as enabling the Renewals and Conversions Team for smooth and successfully renewal of our flagship clients. The Technical Account Manager (TAM) will have an in-depth knowledge of their account base and build relationships with purpose. They will understand internal F12 team challenges within their base, work to resolve and align to improve the overall customer experience. Partnering with the Account Coordinators, they will ensure smooth aligned delivery of operational resolution and ongoing communication to the customer.

Responsibilities

Build Successful Relationships

• Builds business relationships with purpose, advancing organizational goals of approximately 30-35 top-tier F12 accounts while maintaining retention of account base.
• Analyzes individual client challenges and proposes solutions to resolve them by creating, designing, and implementing client roadmaps.
• Clients view Account Managers as an extension of their organization. Consults and makes recommendations on key business decisions. For example, asked to join client annual business planning sessions.
• Advocates for the Client within F12. Identifies and collaborates with internal stakeholders to resolve issues or escalations that impact client experience.
• Presents roadmap to Client in a compelling way. Client is committed to achieving roadmap outcomes.
• Educates Client on F12 processes that enhance service delivery such as understanding escalation paths.

Business Planning

Technology Advisory

Requirements

Capable of having technical conversations with vendors, colleagues and customers to scope technical solutions that a technician could deploy.

What You Can Expect from Us

We take pride in our forward‑thinking, dynamic culture that champions diversity and inclusivity and fosters a respectful working environment. We also want to make sure that however you get IT done in all parts of your life, we’ve got your back.

Equal Opportunity Commitment

Benefits

Please note that we do not currently use artificial intelligence (AI) to at any stage of the hiring process to screen, assess or select candidates.

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