Senior Technical Account Manager

Job description

**About Us** Air-tek is a Canadian-based software company with a powerful suite of unique products that have already achieved a significant share of a huge global market. The product market fit is excellent, and customers are lining up to buy. Although our global customers know us, we intentionally operate in stealth mode during this growth phase. Our diverse team shares a collective passion for solving complex problems with a drive to innovate and a desire to create the passenger-centric travel industry. Based in Toronto, our inclusive culture is built on trust, collaboration, delivering a great product, and continuous personal development. We love what we do, and we support the team around us. **The Role** As a Technical Account Manager, you will report to the Director of Delivery and are responsible for a global portfolio of 2 – 4 large enterprise customers, who have deployed and are actively using our software (B2B and B2B2C). To be successful, you will ensure they are highly satisfied with our service and that they get the maximum possible business value from their use of our software. ### Key Responsibilities (what you will do): - Build, maintain, and drive execution of a strategic plan for each of your assigned customers - Track and report on software usage and business outcomes - Identify ways to improve usage and business value, and incorporate them into customer plans - Develop and maintain close relationships with key client staff, including multiple functional teams, understanding their needs, priorities, and goals - Represent your assigned customers’ interests in internal roadmap and planning discussions - Monitor your customers’ support requests, ensuring positive trends and assisting with escalations where needed - Assist in managing any high-severity incidents involving your customers - Coordinate with Engineering and Product teams for product release, environment maintenance, and deployment activities - Conduct a regular cadence of meetings with each customer, including weekly touchpoint meetings and quarterly business reviews - Maintain acute awareness of the status, priorities, concerns, and usage patterns of each client, immediately surfacing significant risks or opportunities to management - Learn the fundamentals of our software and its benefits, to the level of being able to train end users on basic usage and speak about details of support cases or enhancement requests - Improve your knowledge of the software over time - Contribute to ongoing process improvement and creation of materials and training content - Occasional travel may be required ### Qualifications (About You) - At least 4 years in a customer-facing position with complex enterprise software - Experience with technical account management, customer success, or a similar role - Experience in high growth or rapidly evolving environments where you've helped create structure, improve operating rhythms and convert recurring work into repeatable processes - Familiarity with enterprise software systems - Clear and concise communication on both technical and business topics - Ability to speak both persuasively and informatively to a broad range of customer contacts, including executives - Ability to advocate strongly for customers’ needs within a fast-paced business with many priorities - Focus on continual learning and development - Can-do attitude and desire to be part of a focused & driven team. - Experience with the airline or travel industry is a significant asset.