Technical Account Manager

F12.net - Edmonton Branch, 13555 156 Street NW, Edmonton, Alberta, Canada

Overview

F12 was built by uniting IT consulting firms across Canada with a shared vision: to reduce risk and complexity by crafting technology platforms that empower leaders to focus and thrive. We elevate IT conversations from ingredients to outcomes, delivering fully designed solutions with no bad options. Our mission is to elevate our employees by building and retaining an elite team of IT professionals equipped to deliver unmatched service to Canadian business leaders. We value humble service, continuous improvement, and hard work—and we’re looking for like-minded individuals to join us.

The Position

Reporting to the General Manager, the Technical Account Manager will provide an elevated experience and strategic integration by leveraging the F12 VCIOs to assist in offering enhanced customer value. They will work with the managers of technical teams, Project Teams, and Coordinators Teams for seamless escalations and conflict resolution, and enable the Renewals and Conversions Team for smooth renewals of our flagship clients. The TAM will have in-depth knowledge of their account base and build relationships with purpose, understanding internal team challenges and resolving issues to improve the overall customer experience. Partnering with Account Coordinators, they will ensure smooth aligned delivery of operational resolution and ongoing communication to the customer.

Responsibilities

• Builds business relationships with purpose, advancing organizational goals for approximately 30–35 top-tier F12 accounts while maintaining retention of the account base.
• Analyzes client challenges and proposes solutions by creating, designing, and implementing client roadmaps.
• Consults and makes recommendations on key business decisions; participates in client annual business planning sessions.
• Advocates for the client within F12 and collaborates with internal stakeholders to resolve issues or escalations that impact the client experience.
• Presents roadmaps to clients in a compelling way; clients are committed to achieving roadmap outcomes.
• Educates clients on F12 processes that enhance service delivery, including escalation paths.
• With guidance from the General Manager, defines measures of success for the account base in annual and quarterly plans.
• Leverages guidance from the General Manager to improve roadmaps and drive conversion to F12’s primary offering.
• Partners with internal stakeholders to improve account base experience, presents concerns and suggestions, and works with other departments to implement solutions.
• Keeps track of key account metrics and assesses competitors to identify sales opportunities.
• Advises customers on technical scope and how F12 services and products align with their goals.
• Informs and trains clients about F12 products and services; documents customer needs and researches market trends to foster better dialogue.
• Matches customer pain points to technology solutions and communicates outcomes effectively to clients.

Qualifications

• Advanced business knowledge and acumen; understands how IT contributes to achieving business goals.
• Formal technical training, such as certifications or post-secondary education in a technical field, or equivalent experience.
• Experience working in a technical program or technical/troubleshooting capacity.
• Ability to have technical conversations with vendors, colleagues, and customers to scope deployable solutions.
• Experience building lasting client relationships and acting as a trusted advisor rather than a transactional resource.
• Proactive, strategic thinker; able to anticipate client needs and ask the right questions.
• Strong communication skills; translates client feedback into clear requirements and communicates solutions effectively to the client.

What You Can Expect from Us

We are proud of a forward-thinking, dynamic culture that champions diversity, inclusivity, and a respectful working environment. Our comprehensive total rewards program includes:

• Work-Life & Growth: Three weeks vacation plus extra Flex Days, leadership development opportunities, growth coaching, and reimbursements for educational advancement and certifications.
• Health & Financial Well-Being: Health Spending Account or RRSP matching, extended health care, dental and vision coverage, disability and life insurance, and an employee assistance program.
• Additional Perks: Tuition reimbursement, paid time off, on-site parking, high-class office amenities, and company events.

Equal Opportunity Commitment

• F12.net practices as an equal opportunity employer in all services locations. We are committed to building and maintaining a workforce diverse in experience, skills, and knowledge. The company maintains a strict policy to ensure equal employment opportunities and does not discriminate based on any legally protected grounds.
• For those requiring assistance with disabilities, information relating to accommodation measures is addressed confidentially. Please notify us in advance if any accommodations are required.

F12.net - Edmonton Branch, 13555 156 Street NW, Edmonton, Alberta, Canada

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