DescriptionThe Opportunity (Hybride Ottawa)
We are seeking a highly analytical, client-focused, and commercially-savvy
Technical Account Manager based in the
Ottawa area to partner with our high-volume enterprise customers.
In this role, you will be the dedicated technical advocate, strategic advisor, and primary support liaison for Kickbox's premium clients, ensuring they maximize the value of their verification services. You will oversee the complete post-sales lifecycle: leading technical onboarding, acting as the bridge to our technical support desk for escalations, managing verification credit allocations, maintaining usage logs, and producing comprehensive reports. By monitoring usage patterns and ensuring a seamless technical experience, you will work closely with our Sales team to identify expansion opportunities and protect recurring revenue.
Key Responsibilities1. Client Onboarding & Sales Collaboration
- Seamless Sales Handoff: Partner with the Sales team to take ownership of newly closed high-volume enterprise accounts, translating contract terms into technical implementation plans.
- API Integration & Onboarding: Assist client development teams with integrating the Kickbox Real-Time Verification API into their registration forms, CRMs, and internal systems.
- Platform Demonstrations: Conduct personalized platform demonstrations and walkthroughs of Kickbox's list cleaning and deliverability suite.
2. Support Liaison & Technical Escalation
- Primary Support Liaison: Act as the dedicated single point of contact and trusted technical advisor for premium clients, bridging the gap between their engineering/marketing teams and Kickbox's internal Support department.
- Escalation Management: Own, prioritize, and fast-track complex support issues, coordinate with Tier 2/3 Technical Support and Operations, and ensure swift resolution within agreed SLAs.
- Root Cause Communication: Translate complex backend engineering analyses and incident resolutions into clear, digestible, and business-focused client communications.
3. Credit & Usage Management
- Credit Monitoring: Proactively monitor and manage customer verification credit balances, ensuring high-volume senders never experience service interruptions due to depleted balances.
- Usage Log Maintenance: Maintain accurate, up-to-date customer usage logs to track system performance, API response times, and daily verification volumes.
- Proactive Troubleshooting: Act as the first line of defense for API integration anomalies, list upload errors, and authentication/credential issues.
4. Usage & Revenue Reporting
- Performance Reporting: Produce and present periodic verification reports for enterprise clients, detailing list hygiene trends, bounce mitigation, and cost-benefit analysis.
- Internal Revenue Metrics: Generate monthly and quarterly usage-to-revenue reports for internal stakeholders, highlighting consumption trends and forecasting future credit needs.
- Operational Audits: Analyze usage logs to identify efficiency gaps, optimizing how clients structure their API calls to minimize latency and manage costs.
5. Expansion Revenue & Commercial Growth
- Expansion Identification: Leverage usage logs and growth trends to identify accounts ripe for expansion (e.g., migrating from pay-as-you-go credits to monthly recurring subscription tiers).
- Joint Account Strategy: Work collaboratively with Sales/Account Executives on account reviews, renewal strategies, and pitching advanced deliverability features.
- Renewals Safeguarding: Keep a pulse on client health and API usage patterns to detect and mitigate drop-offs in verification activity, protecting recurring revenue.
6. Product & Operations Liaison
- Feedback Loop: Represent the voice of our enterprise users to the Product and Engineering teams, helping prioritize API enhancements, new dashboard features, and deliverability tools.
- System Health Alignment: Coordinate with Infrastructure and Security Operations to report on volume spikes and ensure platform scalability for enterprise batches.
Job Qualifications- Location: Must be based in the Ottawa area and eligible to work in Canada.
- Experience: 3-5+ years of experience in a Technical Account Manager, Technical Customer Success, Solutions Engineer, or Technical Support Liaison role within a SaaS or Developer-focused environment.
- Support & Escalation Management: Proven ability to manage enterprise support escalations, coordinate with backend technical teams, and clearly communicate technical resolutions under tight deadlines.
- API Proficiency: Hands-on experience working with and troubleshooting RESTful APIs and Webhooks. Ability to parse JSON payloads, read developer documentation, and confidently discuss integrations with software engineers.
- Commercial Acumen: Strong experience collaborating with sales teams, with a track record of identifying expansion/upsell opportunities and maintaining high customer retention rates.
- Data & Reporting Skills: Strong proficiency in data analysis, including working with spreadsheets (Excel/Google Sheets) or SQL to analyze usage logs, generate visual reports, and track revenue metrics.
- Email Industry Knowledge: Solid understanding of the email landscape, including the impact of list hygiene on deliverability, bounce rates, spam folders, and sender reputation.
- Communication: Exceptional verbal and written communication skills; comfortable presenting technical data and usage reports to both technical teams and executive-level business sponsors.
Nice-to-Haves- Familiarity with database querying tools (SQL) or log analysis platforms (Kibana, Datadog).
- Experience with major marketing automation and ESP platforms (e.g., Hubspot, Marketo, Salesforce).
Compensation Range Ziff Davis provides a range for the base pay. Factors that may be used to determine your actual pay may include your specific job related knowledge, skills, experience, and geographic location. The salary compensation for this role is $100,000 OTE CAD. Individual pay within the compensation range for this business unit specific role is determined based on a variety of factors including experience, scope of the role, capabilities to perform the role, education and training, as well as business and company performance.
