Technical Account Manager

We’re looking for a strategic, business-savvy Technical Account Manager to lead samdesk’s public sector partnerships, beginning with a provincial government relationship spanning emergency management, public safety, and multiple ministries and agencies. You’ll own these relationships end to end: commercial health and renewal, program delivery and rollout, and day to day adoption across a large and varied user base. In practice, the job is one part Account Manager, one part Project Manager, and one part Customer Success Manager, and you need to be credible in all three. You’ll be working with people who use samdesk during wildfire season, floods, severe weather, and public safety incidents. When the province is in an activation, our platform is in the room. That reality shapes everything about how this role operates.

This is not a support or customer service role. It’s a high-impact, consultative position focused on outcomes, program governance, and long-term value.

We are open to candidates in Edmonton (ideal). While working from home will be your main base, expect regular onsite meetings with clients.

Who We Are Samdesk is a global disruption monitoring tool that delivers real-time crisis alerts powered by AI. We make sense of the world’s most valuable real-time data sources with the purpose to create a safer world. Our mission is to help our users act faster, with more confidence, at a time when action can make the biggest difference. Samdesk is backed by leading global investors and is headquartered in Edmonton, Alberta, with team members in multiple regions including North America, Europe, and Asia Pacific. We are a growing team of dreamers and builders, supporting large global customers around the world. Check us out! www.samdesk.io

The Highlights ( Who You Are) You’ve worked inside or alongside the government or large enterprise clients before, and you know it doesn’t behave like a commercial enterprise account. You understand that a single “customer” here is really a dozen stakeholder groups with different mandates, and different definitions of success. Emergency management leadership, provincial communications, individual ministries, regional and municipal partners, and frontline duty officers all touch the platform, and they do not always want the same things. You’re comfortable with that. You know how to build consensus without a mandate, how to keep momentum when a decision needs six approvals, and how to tell the difference between a stalled project and a normal government timeline.

You also know the operational world our users live in. Perhaps you’ve spent time around emergency operations centres, incident command, public safety, or a closely related field, and you can hold a substantive conversation with a duty officer about how alerting actually fits their workflow. Experience being tasked with rolling out enterprise software across several departments and being held responsible for the successful execution and expansion of the platform. You bring a balance of professionalism and empathy, building relationships grounded in trust. You’re equally at home presenting a value review to a stakeholder and troubleshooting a filter configuration with an analyst on shift.

What You’ll Do: Own the account commercially

Own retention, renewal, and expansion, including forecast accuracy and renewal risk escalation.

Build the business case for continued and expanded investment, timed to the provincial budget and fiscal year cycle.

Navigate procurement, contract vehicles, and renewal paperwork in partnership with our internal teams.

Help shape how samdesk grows its public sector book, bringing what works on one account to the next.

Identify and develop expansion opportunities into adjacent ministries, agencies, and regional partners.

Own the program delivery

Build and run the rollout plan across ministries and user groups, including sequencing, milestones, dependencies, and risk tracking.

Run a formal governance cadence: steering meetings, status reporting, and quarterly or seasonal business reviews.

Coordinate internal delivery across product, engineering, data, and support, keeping commitments realistic and dates honest.

Manage scoped configuration and integration work through to completion.

Own adoption and outcomes

Design and deliver training that scales to a large, rotating, and distributed user base, including refresher cycles ahead of high risk seasons.

Serve as the strategic advisor and primary point of contact across all stakeholder levels.

Use tools like HubSpot, Mixpanel, and Intercom to monitor account health, surface risk early, and evidence value with data.

Define and report on the outcomes the customer actually cares about, in their language, not ours.

Support customers through live activations and heightened operational periods, in coordination with our internal teams.

Advocate for the customer internally and feed structured, prioritized input back to product.

Lastly, but importantly, you want to make a meaningful contribution to a world-changing product and be a key member of a team you enjoy working hard with.

We're Looking for Someone With

5+ years in Customer Success, Account Management, or Customer Strategy, with SaaS or tech experience.

Direct experience managing provincial, state, or federal government accounts, or equivalent experience working inside government. You understand procurement, fiscal year cycles, briefing notes, and how decisions actually get made.

Demonstrated success coordinating a complex initiative across multiple teams and stakeholder groups with competing priorities and no direct authority.

Comfort operating in all three lanes: commercial ownership, project delivery, and hands‑on customer success. This role does not hand off the parts you like less.

Strong technical acumen. Comfortable navigating software platforms and explaining technical concepts to non-technical users.

Excellent written communication. You can produce a status report or executive summary that a senior government stakeholder will actually read.

Located in Edmonton, with the ability to be onsite up to 25% for customer meetings and company events.

Nice To Have

Working knowledge of emergency management or public safety operations, whether from a vendor, agency, or operational role. Familiarity with EOC structures and incident command is a strong asset.

What Are the Perks? What’s In It For You?

Work at the intersection ofAI, public safety, and enterprise technology,with a committed and passionate team of innovators at a fast growing startup

We view this role as a career building opportunity as you’ll work with cross functional teams and the world’s most notable brands, selling a life saving solution

Competitive compensation and free access to a health benefits package for you and your family, including dental, extended health, vision care, and a health spending account

Opportunity to participate in our employee stock option plan

A seat on the rocket ship - buckle up!

Reports to: VP, Customer Success

Compensation: Base salary of$90,000–$120,000 CAD plus a performance-based variable structure based on deliverables. Total compensation is designed to reward both individual impact and team success, with additional opportunities for growth over time.

Diversity and Inclusion Samdesk is an equal opportunity employer committed to creating a safe, diverse and inclusive environment. We encourage qualified applicants of all backgrounds including ethnicity, religion, disability status, gender identity, sexual orientation, family status, age, nationality, and education levels to apply. If you are contacted for an interview and require accommodation during the interviewing process, please let us know.

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