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Technical Account Manager

Technical Account Manager

EMERES INC.Montreal, QC, Canada
27 days ago
Job type
  • Full-time
Job description

As a Technical Account Manager (TAM) at EMERES, you will be instrumental in ensuring customer success by managing and enhancing deployment and support activities. In this role, you will act as a trusted advisor to customers, guiding them through best practices, resolving technical issues, and driving the adoption of EMERES solutions. By collaborating closely with cross-functional teams, you will ensure proactive communication, resolve escalations, and build strong relationships that help customers achieve their operational goals.

About EMERES : We are a public safety software company based in Montreal, Canada. Our close knit and highly experience team has decades of experience working together designing, building, and supporting technology solutions for emergency communication centers and first responders. Today we work with customers in the USA, Canada, South America, and the Middle East, with deployments that range in size from four position dispatch centers to country-wide implementations with hundreds of dispatch positions.

Responsibilities

  • Client Relationship Building : Developing deep relationships with clients, understanding their operational goals to help drive the adoption of proactive support mechanisms that maximize customer satisfaction
  • Technical Enablement : Delivering targeted enablement sessions on new product releases, features, and upcoming product offerings to ensure clients are fully informed and equipped to utilize the latest solutions. Acting as a subject matter expert to enhance customer knowledge and foster ongoing engagement with new tools
  • Technical Expertise : Maintaining a deep understanding of EMERES products, features, and benefits to effectively address customer needs and help them derive maximum value from the solution
  • Customer Advocacy : Serving as the single point of contact for a designated group of clients, ensuring that key customer tickets are prioritized according to business impact. Communicating these priorities clearly to internal teams, including Technical Support, Customer Success, and Sales
  • Technical Support : Provide remote technical support for customers running proprietary EMERES applications, both server-side and client-side
  • Implementation : Participate in remote installation activities for new customers, such as software installation and configuration
  • Visit customers in Greater Montreal area for troubleshooting technical issues, deployment-related activities or meetings
  • Incident & Escalation Management : Coordinating the resolution of technical support issues by effectively escalating and managing incidents aligned with customer priorities to prevent business-critical disruptions
  • Cross-Functional Collaboration : Working closely with internal teams to resolve customer challenges, identify growth opportunities, and ensure the continued satisfaction of customers

Qualifications

  • Experience in Public Safety, emergency 911 call handling and dispatching solutions is a must
  • Fully bilingual in both oral and written French and English
  • 8+ years in a customer-facing, technical account management role with hands-on experience in Public Safety products
  • Technical Expertise : In-depth knowledge of the company's products, services, and related technologies, enabling you to address client needs effectively
  • Customer-Centric Approach : Exceptional customer service skills to build trust, empathy, and lasting client relationships
  • Communication Skills : Ability to articulate technical concepts clearly to both technical and non-technical stakeholders, both in writing and speaking
  • Project Management : Proven ability to manage multiple projects simultaneously, prioritize tasks, and ensure that deadlines are met
  • Analytical Thinking : Strong analytical skills to identify trends, make data-driven decisions, and solve problems proactively
  • Business Acumen : Deep understanding of the company's business model, aligning efforts to achieve business goals and objectives
  • Experience with MS Windows Server OS, configuration and troubleshooting
  • Proficiency with VMware and vSphere, TCP / IP protocol, LAN / WAN / WLANs required
  • Knowledge of SQL Server, Fault Tolerant Architecture Design and Disaster Recovery / Business Continuity Plans desirable
  • Familiarity with Network / System design
  • Knowledge of security products including firewalls, IDS / IPS, virus / malware protection, internet filtering, encryption desirable