Manager - Technical Account Management

About the role

AfterShip is seeking a leader to guide our Technical Account Management team in supporting enterprise clients and top DTC brands. You will oversee a group of specialists to ensure our post-purchase automation platform is implemented effectively to drive renewals and customer success.

Key facts

What you'll do

• Lead, mentor, and coach a team of 10+ TAMs in technical debugging, API troubleshooting, and stakeholder communication.
• Audit customer interactions and case logs to maintain high standards of technical accuracy.
• Manage the onboarding process for new hires to ensure they are fully proficient with AfterShip products within 90 days.
• Monitor and optimize team KPIs, including Time to Live and renewal rates.
• Serve as the primary advocate for customer needs within the R&D department to influence product roadmaps and integrations.
• Coordinate with Customer Success and Support leadership to refine workflows and ensure TAMs remain focused on strategic account guidance.

Requirements

• Minimum 2 years of experience in a direct management role for TAMs or SEs.
• Proficiency in modern SaaS architecture, including APIs, webhooks, SSO/SAML, databases, and cloud infrastructure like AWS, GCP, or Azure.
• Proven ability to handle high-pressure customer escalations and explain technical limitations to executive-level stakeholders.
• Strong analytical and problem-solving capabilities.
• Excellent presentation and interpersonal communication skills.

Skills & tools

• SaaS Architecture
• API and Webhook troubleshooting
• SSO/SAML
• AWS/GCP/Azure
• Team leadership and mentorship
• Stakeholder management

Practical notes

• Salary range: CAD$155,000 - $200,000 OTE.
• Benefits include healthcare from day one, retirement plans with company match, unlimited PTO, and annual learning and wellness stipends.
• This is a hybrid-flexible role with in-office lunch and commuter benefits available for those based in our hub locations.
• We are an equal opportunity employer and provide accommodations during the recruitment process upon request.
• Our hiring process utilizes AI for initial screening and interview note-taking, though all final hiring decisions are made by our team members.