About the Role

Reporting to the VP, Customer Experience, the Technical Account Manager (TAM) will serve as the dedicated Technical lead for customers with Premium Support. The TAM owns the day-to-day technical engagement for assigned accounts, ensuring customers receive timely, high-quality support, proactive guidance, and structured service delivery aligned with our product roadmap and release cadence.

This is a high-impact, high-visibility role that sits at the heart of the Customer Experience team. The TAM is the person customers count on when it matters most, the one who knows their environment, speaks their language, and makes things happen internally on their behalf. This role works in close partnership with the Support team and the Customer Success Manager (CSM): while the CSM drives overall account health, value realization, renewals, and growth, the TAM owns the technical execution, accountable to support delivery, services programming, escalation management, and the cross-functional coordination that turns commitments into outcomes.

What You’ll Do

Own Technical Support & Delivery

• Hold overall accountability for Support outcomes across your accounts, partnering closely with the Support team that owns day-to-day ticket execution.
• Own escalations, stepping in when issues require senior technical judgment, broader coordination, or a stronger customer-facing presence to drive resolution.
• Serve as the accountable owner for customer-facing communication on escalated or high-impact issues, ensuring customers receive timely updates, clear expectations, and proper closure.
• Maintain visibility across the support queue and hold internal teams (Support, Engineering, Services) accountable to progress, intervening and coordinating when issues stall or risk breaching commitments.

Lead Technical Cadences

• Establish and run recurring cadences with customer technical stakeholders (e.g., weekly or monthly support reviews, services checkpoints), and own the agenda, communication, and follow-up for each.
• Facilitate structured internal sessions across Engineering, Product, Support, and Services to maintain alignment and momentum on customer commitments.
• Track and communicate action items, risks, and progress across all technical workstreams, ensuring nothing falls through the cracks on either side

Technical Advocacy for Customers

• Own the technical communication channel between customers and internal teams: translating customer needs into clear internal requests, and translating internal updates into customer-ready communication.
• Keep customers informed proactively,  not just when issues arise, but ahead of changes, releases, and risks that may affect them.
• Escalate effectively, providing internal stakeholders with clear context, business impact, and urgency; and keeping customers appropriately informed throughout escalations.
• Represent the customer perspective in internal technical discussions to ensure solutions reflect real-world usage.

Proactive Guidance & Product Readiness

• Communicate upcoming releases, roadmap changes, and relevant product updates to customers before they become surprises.
• Provide technical impact assessments for releases and lead adoption planning conversations with customer technical teams.
• Identify support trends, latent risks, or engagement gaps and get ahead of them, both by alerting customers and by initiating internal action

Drive Visibility and Operational Excellence

• Maintain clear documentation of support history, technical objectives, and engagement plans.
• Maintain clear documentation of support history, open issues, technical objectives, and engagement plans; shared across the CSM, Support, Engineering, Product, and Services teams.
• Provide accurate, consistent reporting on support health, SLA performance, and service consumption to both customers and internal leadership.
• Ensure all cross-functional stakeholders maintain shared, current visibility into account status.

What Success Looks Like

• Customers always know where things stand, on open issues, upcoming changes, and the health of their engagement,  because the TAM communicates proactively and consistently.
• Technical issues are resolved efficiently, with strong internal coordination and minimal friction for the customer.
• Internal teams (Support, Engineering, Product, Services, CSM) are aligned and informed, with clear communication flowing from the TAM in both directions.
• Cadences with customers and internal teams run smoothly and create predictable, structured execution.
• Customers adopt new releases confidently, supported by TAM-led communication and readiness planning.
• Support health is stable, measurable, and improving across assigned accounts.

Who You Are

Core Skills

• Strong technical fluency, with the ability to troubleshoot directly or effectively coordinate troubleshooting across teams.
• Excellent communicator, clear and confident with both technical and non-technical stakeholders, in written and verbal formats.
• Skilled at owning communication under pressure: keeping customers informed during escalations without over-promising, and keeping internal teams focused without losing the customer perspective.
• Strong program management skills: able to run cadences, track commitments, and drive accountability across multiple workstreams.
• Highly organized, with the ability to manage multiple accounts, priorities, and timelines simultaneously.
  
  

Experience

• 5–7+ years in Technical Account Management, Support Engineering, Implementation, Solutions Engineering, or a similar customer-facing technical role.
• 3+ years of experience supporting an Enterprise SaaS platform with complex, highly configured customer environments 
• Experience owning customer communication in enterprise support or services engagements,  including escalation management, status reporting, and executive-level updates.
• Background with support tooling (ticketing systems, SLAs, incident management).
• Familiarity with SaaS environments and release/change management best practices.
  
  

Nice to Have

• Background in government technology, permitting, or public sector SaaS
• Hands-on Salesforce experience, especially in an OEM, ISV, or Service Cloud support setting — Clariti's Enterprise product is built natively on the Salesforce platform 

What’s in it for you?🫵

We invest in and empower our team members with competitive compensation packages, well deserved time off and benefits to keep you and your family healthy! *

💰 The base salary range for this role is expected to be between $75,000 - 90,000 CAD based on the candidate’s skills, experience, and qualifications while considering internal pay equity and our broader pay philosophy. 💰

If you have questions about compensation as we move through the process, we’re happy to discuss further.

*Benefits depend on employment type (full-time, part-time, contract, etc).